Ecommerce Manager

Posted 19 December 2023
Job type Permanent
Team Marketing & Commercial
Expiry 13 March 2024

Job description

The Retail & Merchandising Team at the AELTC has delivered substantial top line growth in recent years, first in the establishment of our in-house apparel & accessories collections and more recently, in the insourcing of our online store.  The retail business forms part of the wider Commercial & Marketing Department and works closely with numerous other functional areas in this regard.

What you will be doing

  • Responsible for the management of the in-house online retail business overseeing all aspects of the eCommerce operation including the management of two permanent team members and seasonal staff around peak trading periods.

  • Alongside the Head of Retail, responsible for the strategic direction of the eCommerce operation, to satisfying both The Wimbledon Shop’s commercial objectives alongside the strategic objectives of the AELTC.

  • Ownership of the ecommerce budget, ensuring all financial reporting is both accurate and timely.

  • Oversee the end-to-end multi-platform customer journey including all platform content updates, optimising search, merchandising, recommendations, and SEO ensuring that brand & commercial objectives are met throughout the purchase and engagement funnel.

  • Ownership of the creation and prioritisation of the roadmap and work backlog on the ecommerce platform which would include new features, BAU changes and security enhancement upgrades. Working very closely with the eCommerce development agency and the Technology team to deliver the roadmap on the ecommerce platform.

  • Ownership of key 3rd party relationships including our fulfilment partner (ensuring successful day-to-day operations, implementation of new processes & developments) and our international sales partner (optimising cross-border sales setups and optimising customer experience in key target markets)

  • Ownership of the eCommerce marketing calendar. Working within the wider retail function on product launches, marketing campaigns, creation of assets and outbound communications to achieve sales targets year-round and during The Championships period.

  • Own the Wimbledon Shop Customer Service operation and suggest how to best streamline the service whilst maintaining delivery standards. Some limited escalation of customer enquiries, as required.

  • Work in collaboration with the Retail Operations Manager on the integration of the physical and digital retail operations.

  • Collaboration with marketing colleagues and our paid media partner on the execution of our annual campaigns.

  • Collaboration with the chosen PR partner on the creation of joined up customer journeys from press to platform, as well as influencer / other marketing messaging to achieve brand exposure to new audiences.

  • Identify opportunities on how to convert current Wimbledon audiences into retail customers as well as grow a specific retail audience to engage with Wimbledon more widely.

  • Close collaboration with our Partners & Licensees to ensure timely execution of their digital rights alongside creation & publication story-led content-to-commerce marketing opportunities.

  • Collaborate with the Audiences team on the creation of personalised customer journeys to engage, convert and retain shoppers.

  • Use BI and Analytics tools to make informed decisions on platform improvements and effectiveness of specific campaigns.

  • Stay abreast of eCommerce trends though attendance at occasional industry specific events & conferences, implementing learnings & best practice.

About You

  • At least 5 years’ experience in a similar end-to-end eCommerce role.

  • Experience in developing an eCommerce roadmap to meet business targets.

  • Proficient in the use of Magento (Adobe Commerce) and other eCommerce tools such as Yotpo and Klevu.

  • A proven track record of delivering year-on-year sales targets as well as optimising customer journeys, conversion rates and average order values and eCommerce operational functions.

  • Experience of managing a team and working collaboratively within a commercial and marketing environment with both internal and external stakeholders.

  • Experience of managing budgets, sales forecasts and marketing/trading calendars to meet annual projections.

  • Experience managing multiple supplier relationships.

  • Experience in using data to influence decision making.

  • The ability to manage multiple projects and workstreams simultaneously.

  • Excellent communication skills both written and verbal and comfortable interacting with personnel of varying seniority levels.

  • Commercially minded with an ability to align this thinking with wider brand values.

  • Knowledge of both digital and physical retail operations.

  • The ability to analyse data, sales and market trends, setting out a data-led vision for the platform development and delivering upon it.

About Us

  • The All England Lawn Tennis Club (Championships) Limited (AELTC) organises and stages The Championships, Wimbledon, widely regarded as the world’s premier tennis tournament, hosted on the Grounds of one of the world’s most prestigious tennis clubs.

  • Our business has grown in recent years and we expect that success to continue. We have plans to further improve our facilities and invest in our people in future years. Our success is important to us, and we are guided by our key values of Heritage, Integrity, Respect and Excellence.

  • The Wimbledon Shop’s role is to generate additional revenues at The Championships and throughout the year, offering a wide range of official merchandise including apparel, souvenirs, towelling, rackets, and bags.

  • The Museum Shop is open seven days each week and welcomes almost 90,000 visitors each year, outside of The Championships.