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Web Operations Manager
We are seeking an experienced and highly analytical Web Operations Manager to oversee the performance, stability, and optimisation of our digital commerce ecosystem. This role will be responsible for managing website operations, SEO performance, marketing technology (MarTech) integrations, payment systems, order management workflows, and website uptime.
The ideal candidate combines technical expertise with operational excellence and has a strong understanding of eCommerce platforms, digital marketing infrastructure, website reliability, and customer experience optimisation. The role will have a clear focus on managing the payment operations and ensuring compliance across financial standards. As FitFlop are a global company and have different regulations and protocols, clear understanding of the different market standards and customer purchase behaviours patterns is fundamental.
Website Operations & Performance
- Manage day-to-day digital operations to ensure optimal performance, scalability, security, and uptime
- Monitor website health, page speed, downtime incidents, and operational KPIs
- Coordinate with development, hosting, and infrastructure teams to resolve website issues quickly
- Implement proactive monitoring and incident management processes
- Lead root-cause analysis and post-mortem reviews for outages and operational incidents
- Ensure website releases, deployments, and updates follow operational best practices and provide communication to wider business stakeholders
- Compliance - Ensuring website compliance with accessibility standards and data privacy regulations, such as GDPR
- Own procedure documentation, governance, periodic reviews, and change control to reflect evolving business and regulatory needs
- Prioritisation Management - Triaging and resolving any production issues within an appropriate SLA window
- Site Performance & Maintenance - Monitoring web traffic, ensuring high availability, managing security updates, and fixing bugs or broken links
- Resolve escalated customer queries and issues, gathering feedback for continuous improvement
SEO & Digital Optimisation
- Clear ownership of the technical SEO initiatives including site architecture, crawlability, indexing, Core Web Vitals, redirects, structured data, and performance optimisation
- Collaborate with content and marketing teams to improve organic search rankings and traffic growth
- Monitor SEO performance using tools such as Google Search Console, GA4, SEMrush or similar platforms
- Identify and resolve technical issues impacting organic visibility
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Marketing Technology (MarTech)
- Manage and optimise the company’s MarTech (Marketing Technology) stack including analytics, tag management, CRM, personalisation, CDP (Customer Data Platform), and marketing automation tools
- Oversee integrations between website platforms and third-party systems
- Ensure accurate tracking, attribution, and data flow across digital channels
Payments & Order Management
- Monitor payment gateway performance, transaction success rates, fraud prevention, and checkout optimisation
- Coordinate with the different payment providers and internal teams to resolve payment-related incidents relevant to the market
- Oversee order management workflows including order processing, fulfillment integrations, and operational issue resolution
- Improve operational efficiency across the customer purchase journey
- Ensure compliance with payment security and data protection standards
- Payment Operations - Oversee the processing of all domestic and global payments, across the different markets that FitFlop operates in. Whilst driving payment-related projects and continuous improvement; manage testing and business readiness for smooth delivery and adoption
Analytics & Reporting
- Develop operational reporting for website performance, SEO metrics, uptime, conversion rates, payments, and order flow
- Analyse operational data to identify opportunities for optimisation and automation
- Present insights and recommendations to leadership and cross-functional stakeholders
Cross-Functional Collaboration
- Work closely with our System Integrator, Product, Marketing, Customer Support, and Operations teams
- Support digital transformation and continuous improvement initiatives
- Manage external vendors, agencies, and technology partners where applicable
Success Metrics
- Website uptime and incident response times
- Organic traffic growth and SEO performance
- Checkout conversion and payment success rates
- Order processing efficiency
- Site speed and Core Web Vitals improvements
- Accuracy of analytics and reporting
The Person
- Bachelor’s degree in Information Technology, Marketing, Business, or related field
- Experience: Minimum of 5 years of experience in a similar role within the e-commerce sector
- Technical Skills: Proficiency in Shopify and other e-commerce platforms
- Strong understanding of SEO, SEM, MARTECH and digital marketing strategies
- Experience with GA4, Google Tag Manager, Search Console, Jira, Shopify, or similar technologies.
- Analytical Skills: Ability to analyse data and translate insights into actionable strategies
- Excellent interpersonal skills to engage clearly with diverse stakeholders and drive project goals
- Knowledge of website monitoring, incident management, and uptime optimization.
- Familiarity with payment gateways, checkout systems, and order management platforms – with a strong understanding of payments operations with strong understanding of accounting and money movement processes
- Excellent communication and stakeholder management abilities.
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We recognise that not everyone will meet every requirement. If you’re excited about this role and feel like you could add value, we’d love to hear from you.
The Benefits
- 👟 Product Allowance
- ⏰ Hybrid and flexible working hours (3 days per week in the office)
- ☀️ Summer Fridays (6 ½ days in July and August on Fridays)
- 🎂 A day off for your Birthday
- 🌴 25 days holiday + Bank Holidays
- 🗺️ Work from anywhere for 2 weeks
- 🚼️ Workplace Nursery (salary sacrifice scheme to save money on your nursery fees)
- 💆 ♀️ Wellbeing Program – Retail Trust, Sanctus Coaching and Calm App
- 📚 Career development allowance (personal allowance to use on career development)
- 🏥 Private health care and or dental care (provided by AXA and DenPlan)
- 🤩 Socials organised by Wellbeing and Feel Good group
- ➡️ Check out our careers page to learn more!
Equal Opportunities
FitFlop is an equal opportunities employer. We are committed to creating a diverse and inclusive workplace where everyone feels valued, respected, and supported. We welcome applications from people of all backgrounds, regardless of age, gender identity, sexual orientation, disability, neurodivergence, ethnicity, religion or belief, or any other characteristic protected by law.
We actively encourage neurodivergent candidates and individuals with disabilities to apply. If you require any reasonable adjustments during the application or interview process, please let us know. We are committed to providing an accessible and supportive recruitment experience.
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