L'Oréal - Head of E-Commerce

Head of E-Commerce, Luxe Division Job Title: Head of E-Commerce, Luxe Division Department: Digital & E-commerce Location: Johannesburg Reporting To: Chief Growth Officer Job Summary We are seeking a highly strategic, results‑driven, and passionate E‑commerce Manager to lead and elevate the online presence and sales performance for our prestigious luxury brand. The E‑commerce Manager will be responsible for defining and executing the brand's e‑commerce strategy, ensuring a seamless, premium customer experience across all digital touchpoints, and driving significant growth in online revenue. This role requires a deep understanding of the luxury market, digital trends, and advanced e‑commerce best practices, coupled with an ability to blend commercial objectives with brand equity preservation. Key Responsibilities E-commerce Strategy & Growth: Develop and implement a comprehensive e‑commerce strategy aligned with global brand objectives and sales targets for the luxury division. Identify new opportunities for online growth, including market expansion, new product launches, and digital innovations. Oversee the end‑to‑end e‑commerce operation, from site merchandising and content management to order fulfilment and post‑purchase customer service. Drive traffic, conversion, average order value (AOV), and customer lifetime value (CLTV) through continuous optimization and strategic initiatives. Business Acumen and Sales Orientation: Constantly focusing on achieving online sales goals and driving revenue. Financial Acumen: Managing budgets, forecasting sales, and developing effective pricing strategies. Strategic Planning: Setting long‑term goals, analysing market trends, conducting competitive analysis, and creating actionable strategies to grow market share. Build & Manage JBP on Each Customer. Data Interpretation: The ability to read and understand market data, including price comparisons, to stay competitive. Website Management & User Experience (UX): Manage the brand's e‑commerce platform(s), ensuring optimal functionality, performance, and a visually stunning, intuitive user experience befitting a luxury brand. Collaborate with IT/development teams to implement new features, functionalities, and site enhancements. Ensure all product content, imagery, and descriptions reflect the brand's luxury positioning and are consistently accurate and compelling. Conduct A/B testing and user research to continuously improve site navigation, product discovery, and checkout processes. Digital Marketing & Traffic Generation: Work closely with the Digital Marketing team to define and optimise strategies for SEO, SEM, paid social, display advertising, affiliate marketing, and e‑mail marketing to drive qualified traffic to the e‑commerce site. Oversee the execution of digital campaigns, ensuring brand consistency and strong ROI. Leverage CRM data to personalise customer journeys and drive repeat purchases. Sales Performance & Analysis: Monitor, analyse, and report on key e‑commerce KPIs (sales, traffic, conversion rates, bounce rates, AOV, profitability, etc.). Identify trends, opportunities, and challenges, and provide actionable insights to senior management. Manage the e‑commerce budget, ensuring efficient allocation of resources to maximise profitability. Forecast sales and inventory needs in collaboration with planning and supply chain teams. Brand & Content Integration: Ensure all online content, campaigns, and communications uphold the luxury brand's identity, tone of voice, and aesthetic standards. Collaborate with creative and marketing teams to develop compelling digital content that tells the brand story and engages the luxury consumer. Customer Service & Fulfilment: Work with customer service teams to ensure a premium, seamless post‑purchase experience that aligns with luxury expectations. Coordinate with logistics and warehouse partners to optimise shipping, delivery, and returns processes. Project Management and Operations: Strong organisational skills for managing multiple projects simultaneously. Project Planning and Execution: Overseeing various projects, managing timelines, and coordinating with different teams. Inventory Management: Efficiently tracking and managing stock levels. Supply Chain Management: Understanding the complexities of the supply chain in an e‑commerce context. Operational Optimisation: Ensuring smooth online operations, managing product listings, and overseeing website design and development. Team Leadership & Collaboration: Potentially manage and mentor a team of e‑commerce specialists or coordinators. Collaborate cross‑functionally with marketing, merchandising, retail, supply chain, IT, and customer service teams to ensure integrated strategies. Qualifications Bachelor’s degree in marketing, Business Administration, E‑commerce, or a related field. Master’s degree preferred. 5+ years of progressive experience in e‑commerce management, with a minimum of 3 years specifically within the luxury goods, beauty, fashion, or high‑end retail sectors. Proven track record of driving significant online sales growth and profitability. In‑depth knowledge of e‑commerce platforms (e.g., Salesforce Commerce Cloud, Shopify Plus, Magento, SAP Hybris) and associated tools. Strong understanding of digital marketing channels (SEO, SEM, PPC, Social Media, e‑mail, Affiliates) and their interplay. Proficiency with web analytics tools (e.g., Google Analytics, Adobe Analytics) and A/B testing platforms. Experience with CRM systems and customer segmentation strategies. Skills & Competencies Strategic Vision: Ability to conceptualise, develop, and execute a long‑term e‑commerce roadmap. Commercial Acumen: Strong business sense with a focus on profitability and ROI. Luxury Mindset: Deep appreciation and understanding of the luxury consumer, brand positioning, and the nuances of selling luxury online. Analytical Prowess: Data‑driven decision‑maker with excellent analytical and problem‑solving skills. Project Management: Proven ability to manage multiple projects simultaneously, meet deadlines, and work effectively in a fast‑paced environment. Leadership & Influence: Strong leadership qualities with the ability to inspire and motivate teams, and influence stakeholders. Communication: Exceptional verbal and written communication skills, with the ability to articulate complex ideas clearly and persuasively. Customer Centricity: Passion for delivering an exceptional customer experience. Adaptability: Agile and proactive in responding to market changes and technological advancements. What We Offer The opportunity to work with a globally renowned luxury brand. A dynamic and innovative work environment focused on digital transformation. Competitive salary and benefits package. Opportunities for professional development and career growth within a leading organisation. A chance to shape the future of luxury e‑commerce. #J-18808-Ljbffr