CoCo Group
Ecommerce Insights Manager
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Drive the growth of a live sports entertainment online store
We are looking for a high-impact, hands-on Ecommerce Insights Manager to drive the growth of an online merchandise business in sports entertainment. You will lead e-commerce performance and take full ownership of the end-to-end online retail operation, from product launch and retail campaigns through to fulfilment, customer experience and click & collect.
This role sits at the centre of a fast-paced, event-led retail operation and balances commercial ownership, operational delivery and cross-functional collaboration.
What you will do
E-commerce performance and trading
- Own the online store and drive revenue, conversion and customer value
- Build a trading plan aligned to key events: British spectator sport, festivals and seasonal events including Christmas
- Manage product launches, pre-orders and event-driven drops
- Control discounts, promotions and access for partners and staff
Marketing alignment and brand
- Partner with Marketing so retail is represented across all channels, with clear briefs
- Lead retail campaign planning and ensure strong SEO and onsite optimisation
- Protect brand standards across every retail touchpoint
- Manage online merchandising, homepage content, banners and promotions
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Fulfilment and operations (hands-on)
- Own the order lifecycle from purchase to dispatch, working alongside the warehouse team
- Work with couriers to maintain service levels and set up an express delivery service
- Lead the setup and delivery of click & collect with the Megastore Manager
Product, content and customer experience
- Manage the product catalogue: pricing, descriptions, imagery and stock
- Coordinate samples, photography and content with Buying and Marketing
- Own the online customer journey, including queries, returns and refunds
Reporting, analytics and CRM
- Report on sales, conversion, traffic and product performance
- Turn data into actionable insights and measure campaign effectiveness
- Use CRM data for targeting, retention, segmentation and email activity
Compliance
- Ensure compliance with UK distance selling regulations and consumer rights
- Maintain terms, delivery and returns policies and liaise with Legal on brand protection
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What you will bring
- 5-6 years of proven e-commerce management experience in the leisure and entertainment industry
- A strong commercial mindset with ownership of sales performance
- Experience managing fulfilment and operational processes
- Ability to work cross-functionally with Marketing, Buying and Operations
- Strong organisational and problem-solving skills
- Comfort in a fast-paced, event-driven environment
- Flexibility to work weekends, peak events and extended hours, and willingness to be hands-on
Nice to have
- Curiosity about emerging technologies, including AI, to improve performance and efficiency
How success is measured
- Online revenue growth against year-on-year targets
- Website conversion rate
- Dispatch SLA (for example, % dispatched within 24 to 48 hours)
- Order accuracy and customer experience
- Campaign and promotion performance
Why it matters
You will shape how fans experience the brand online, turning major events into standout retail moments.
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