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The Opportunity
We're looking for a commercially sharp and customer-centred leader to take full ownership of our online business: setting the trading strategy, driving conversion and profitable growth, and building a best-in-class digital customer experience that reflects the quality of the brand.
This is a senior leadership role at the heart of a fast-growing, entrepreneurial company based in London. You'll sit on the leadership team, working closely with the senior exec team, reporting into our Sales Director, who oversees all sales channels. We want someone who leads with trade and commercial focus: someone who reads the numbers daily, knows how to convert a browser into a buyer, and pairs that commercial instinct with a genuine understanding of luxury customer experience and UX. Deep experience of the US customer and market is essential. E-commerce is one of Metier's most important growth engines, with the US our single biggest market.
What You'll Be Doing
Trading & Commercial Growth
- Own full P&L responsibility for the e-commerce channel, with a global presence and growth ambition (US is our single biggest market today)
- Set and drive the trading strategy, calendar and promotional plan, leading weekly and monthly trading reviews.
- Own online conversion, average order value and retention, balancing short-term trading with long-term brand and customer health.
- Continuously analyse trading performance, customer behaviour and competitor activity to spot and act on growth opportunities.
- Ensure the timely upload of new product and weekly merchandising, working closely with product and logistics teams to convert stock into sales fast.
Customer Experience & UX
- Own the end-to-end online customer journey - from discovery through to conversion and retention - always with an omnichannel mindset.
- Champion a customer-obsessed approach to site UX, navigation, search and product discovery, ensuring every touchpoint reflects Metier's luxury positioning.
- Partner with the Head of Brand and Creative Director on digital content and campaigns that bring the brand to life online.
- Lead the development of a clienteling programme suited to a luxury customer base, working with the customer care team.
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Team Leadership
- Build, lead and develop a growing e-commerce team, adding capability across trading, content/merchandising and customer care as the channel scales.
- Create scalable ways of working and a culture of accountability, pace and continuous improvement.
- Act as a key member of the leadership team, promoting and championing cross-channel strategy.
Digital Operations & Tech
- Oversee the site's core infrastructure (web platform, ESP, analytics, OMS/WMS) ensuring smooth day-to-day operations and flagging opportunities to optimise.
- Prioritise site improvements in partnership with tech/development partners, focused on the developments with the greatest commercial and customer impact.
- Ensure rigorous QA and testing across all site content, campaigns and projects.
CRM, SEO/GEO & Reporting
- In close partnership with the Sales Director, develop and implement the CRM and email marketing strategy - data capture, segmentation, flows and retention campaigns - to build customer lifetime value.
- Develop and own SEO/GEO strategy, ensuring best practice is followed across the site.
- Compile and present weekly, monthly and ad hoc trading, performance and customer reporting to the leadership team.
Operations
- Oversee customer care, ensuring all enquiries are handled to a standard befitting a luxury brand.
- Partner with the Operations team, who own the day-to-day management of our third-party fulfilment and warehouse partner (3PL), to ensure the smooth flow of e-commerce orders and resolve operational escalations quickly.
What You'll Bring
- Trade first: a strong track record driving online trading performance and commercial growth in a similar role, with full P&L ownership.
- US market experience: proven experience working with or in the US market, with a genuine understanding of the US luxury customer.
- Luxury industry background: experience within luxury or premium retail, with a natural instinct for luxury customer journey and service.
- Customer & UX understanding: a strong grasp of UX principles and customer experience, comfortable partnering with creative and product teams to shape the site journey.
- Team leadership: proven experience building, leading and developing a growing team, with the gravitas to operate as part of the leadership group.
- CRM & retention: hands-on experience with CRM and email marketing, including flows and segmentation.
- SEO/GEO: strong understanding of SEO and GEO fundamentals.
- Analytics: strong reporting and analytical skills, with advanced experience in Google Analytics.
- Minimum 8 years' experience in e-commerce, with several of those in a senior trading or leadership capacity.
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Candidate Profile
- A logical, analytical thinker with a sharp commercial and trade instinct.
- Entrepreneurial, hands-on, and energised by ownership, comfortable operating in a small, fast-moving leadership team.
- A natural people leader who builds trust and gets the best out of a growing team.
- Excellent written and verbal communication, with the confidence to represent e-commerce at leadership level.
- Highly accurate, with a meticulous eye for detail and strong time-management across multiple priorities.
- Genuinely passionate about online trading, customer experience and problem-solving – and takes pride in seeing things through.
The Role at a Glance
- Reports to: Sales Director (oversees all sales channels)
- Team: Leads e-commerce and Customer Care teams
- Location: London, W1
- Start date: Immediate
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