Running Point Recruitment
Ecommerce Manager
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Ecommerce Manager
Location: CM12
Hybrid: 4 days in the office, Friday WFH
About the Role
An established consumer brands business is looking for an Ecommerce Customer Services Manager to oversee a broad range of activity across ecommerce operations, customer service, digital marketing and Amazon account management.
Working closely with internal teams and an Amazon agency, you will support the smooth day to day running of online sales channels, maintain a consistent brand presence and deliver a positive customer experience. The role covers two branded websites, Amazon and retail partners including Next, Very and John Lewis.
You will manage one customer service assistant and have the opportunity to improve existing processes, introduce ideas and develop broader commercial responsibility as the role evolves.
Ecommerce Operations
- Manage the daily operation of two branded ecommerce websites as they move to Shopify.
- Maintain accurate and optimised product listings, including images, pricing, product descriptions and stock availability.
- Monitor online sales, stock levels and conversion performance to identify opportunities for improvement and growth.
- Analyse website performance and recommend improvements to the customer journey, user experience and conversion.
- Coordinate with logistics, warehouse and dispatch teams to ensure orders are fulfilled accurately and delivered on time.
- Work with the ecommerce dispatch team to coordinate inbound stock deliveries and ensure inventory records are updated accurately and promptly.
- Support activity across retail partners, including Next, Very, John Lewis and smaller accounts.
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Digital Marketing
- Execute digital marketing campaigns across email and paid channels, working with internal teams and external support where appropriate.
- Create and schedule newsletters and promotional campaigns in line with the marketing calendar.
- Collaborate with design and content teams to produce creative assets that reflect the brands and support campaign objectives.
- Review campaign performance and customer insights, recommending changes to improve engagement and results.
- Manage affiliate relationships, providing updated creative assets and communicating regularly on campaigns and performance.
- Plan and deliver marketing activity for seasonal launches, coordinating campaign assets, messaging and timing across digital channels.
- Maintain and optimise content and assets on platforms such as Salesfire and Trustpilot.
Customer Service
- Manage and support the customer service assistant, maintaining consistent service standards across customer communications.
- Handle customer enquiries across email, phone and live chat professionally and efficiently.
- Manage returns, exchanges and complaints, coordinating with relevant teams to resolve issues.
- Monitor and report on customer feedback, identifying recurring issues and opportunities to improve the service.
Amazon Account Management
- Manage activity across Amazon Seller Central and Vendor Central, working alongside the Amazon agency.
- Maintain and optimise product listings, A+ content, SEO keywords and advertising activity.
- Monitor performance metrics, including sales, Buy Box percentage, sales rank and customer reviews.
- Plan and execute promotional campaigns, deals and advertising activity in coordination with the agency and internal teams.
- Maintain consistent brand presentation and improve product content to support visibility and conversion.
- Update Amazon brand stores to reflect seasonal campaigns, product launches and stock availability.
- Work closely with dispatch colleagues to support stock availability and FBA replenishment.
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Skills and Experience
- Hands on Amazon experience, product content optimisation and an understanding of FBA fulfilment.
- Ecommerce experience across online platforms, ideally Shopify.
- Experience supporting seasonal marketing plans and delivering digital campaigns.
- An understanding of online sales performance, customer behaviour and conversion.
- Excellent customer service and communication skills, with a clear focus on the customer’s experience of the brand.
- Strong organisational skills and the ability to coordinate stock, dispatch activity and relationships with internal teams and external partners.
- A proactive approach, with the confidence to recommend improvements and adapt to changing priorities.
- Familiarity with Salesfire, Trustpilot or similar tools would be useful, although experience with these specific platforms is not essential.
- Previous people management experience would be welcome, but the business is also open to someone ready to take their first step into managing a team member.
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