About Our Brand

Established in 2018, Austen & Blake is a fine jewellery brand specialising in made-to-order engagement rings, wedding rings and fine jewellery, with a bespoke offering also available. Each piece is individually made with a focus on customisation, considered craftsmanship and a customer-led design process delivered online or through in-person consultations.

With a growing network of stores across the UK and internationally, alongside a thriving digital presence, Austen & Blake continues to make high-quality, custom-made jewellery more accessible to customers around the world.

The Role

We’re looking for a commercially driven and highly hands-on Ecommerce Trading Manager to act as the Store Manager for Austen & Blake’s ecommerce websites across all markets.

Reporting to the Head of Ecommerce, you will own the day-to-day commercial trading and customer experience of our websites. You will be accountable for converting customer demand into profitable online revenue by continually optimising product discovery, onsite merchandising, category performance, promotions, customer journeys, checkout and payment performance.

This is not simply a reporting or performance-marketing role. You will work deeply within the websites, trading data and customer insight to understand what is happening, why it is happening and what needs to change. You will turn insight into clear commercial action, drive improvements through to delivery and measure the impact.

Working cross-functionally with Merchandising, Buying, Marketing, Creative, CRM, Customer Service, CRO and Tech, you will establish the trading priorities for the websites and ensure they are delivered at pace.

Key Responsibilities

• Own day-to-day ecommerce revenue, conversion, order volume, AOV and profitability across all Austen & Blake websites and markets.
• Trade the websites actively throughout the day, identifying changes in performance and implementing timely commercial actions rather than only reporting results.
• Produce daily, weekly and monthly trading analysis that explains what has happened, why it has happened, what action is required and the expected commercial impact.
• Analyse performance by market, device, channel, customer segment, category, product and stage of the customer journey to identify opportunities and areas of underperformance.
• Own the online trading calendar, ensuring product launches, campaigns, promotions and seasonal events are commercially planned, accurately executed and reviewed after delivery.
• Own onsite merchandising across homepages, landing pages, category pages, product listings, recommendations and other key customer touchpoints.
• Analyse product and category performance using impressions, engagement, conversion, revenue, AOV, margin, availability, returns and remakes to determine how products should be presented and prioritised.
• Continually improve onsite search, navigation, filters, sorting and product rankings, including analysing customer search terms and zero-result searches.
• Own the performance of the complete ecommerce funnel, from landing page and product discovery through product configuration, basket, checkout and payment.
• Monitor payment-gateway and payment-method performance, including authorisation rates, declined transactions, checkout failures, finance usage, abandonment and payment mix, and work with the relevant teams to resolve issues.
• Use customer insight from behavioural analytics, reviews, Trustpilot, complaints, Customer Service contacts, returns, remakes and surveys to identify barriers to purchase and opportunities to improve trust and conversion.
• Evaluate pricing and promotional performance, including conversion, revenue, AOV, margin, incrementality and cannibalisation, and recommend improvements based on evidence.
• Own the ecommerce CRO priorities and testing plan, working closely with the CRO Specialist and Tech teams to identify, prioritise and deliver the highest-value opportunities.
• Define clear hypotheses and success measures for A/B tests and website changes, ensuring results lead to further action and are embedded where successful.
• Conduct regular website walkthroughs and quality assurance across markets and devices, identifying broken journeys, incorrect content or pricing, missing products, tracking issues, performance problems and other customer friction.
• Develop market-specific trading plans that reflect local customer behaviour, product demand, seasonality, payments, promotions and competitive conditions.
• Monitor competitors and wider ecommerce trends, translating relevant insight into specific commercial actions for Austen & Blake.
• Partner with Marketing and Paid Media teams to ensure landing pages and onsite journeys are relevant to campaign traffic and capable of converting it effectively.
• Partner with SEO to improve organic landing pages, category merchandising, onsite content and technical performance.
• Set and maintain a prioritised ecommerce trading roadmap, clearly articulating the commercial value, urgency and expected outcome of each initiative.
• Coordinate actions across Merchandising, Buying, Creative, CRM, Customer Service, CRO and Tech, ensuring agreed improvements have owners, deadlines and measurable outcomes.
• Escalate significant trading, technical, payment or customer-experience issues quickly and lead the commercial response until resolved.