E-Commerce Manager

Ecommerce Strategy and Revenue Growth: 

Develop and execute the ecommerce roadmap/ strategy with management to achieve revenue, conversion, and customer acquisition goals. Ensure the ecommerce channel complements and strengthens Samsonites retail distribution strategy. Support and Work closely with store retail team.

Site Functionality and Optimisation: 

Maintain the five ecommerce platforms to ensure daily operational functionality, stock accuracy and seamless transaction processing.

Lead continuous improvement of the online experience, optimising site structure, navigation, product pages, and discuss and gain agreement on merchandising strategies to improve usability.

Customer Journey and Experience: 

Deliver a best-in-class customer experience by ensuring the ecommerce journey is seamless, responsive, and aligned with Samsonite's brands' values. Drive initiatives to improve retention, average order value, and customer lifetime value. 

Digital Performance and Analytics:

Monitor ecommerce KPIs including traffic, conversion rate, bounce rate, AOV, and ROAS. Leverage data to identify opportunities, test solutions, and refine strategy. Build dashboards and reporting tools to support performance tracking and insights sharing with management. Oversee SEO and AdWords Optimisation by collaborating with the digital agency. Hold a weekly meeting with the Digital marketing agency to ensure that tasks are completed in alignment with the set goals. Monitor progress and suggest changes to the Google AdWords campaigns optimisation process, which will be executed by the digital agency. Conduct monthly performance meetings with digital agency. Share results or strategy changes with management.

Campaign and Product Launch Execution 

Plan, manage and coordinate the online execution of brand campaigns and new product launches, working closely with management, inhouse team and outsource partners to ensure timely and accurate rollout across all digital touchpoints

CRO

Implement conversion rate optimisation strategies. Partner with outsourced development team and in house team to deliver best in class product experiences (product page optimisation), product recommendations, dynamic content, personalised email campaigns

 Oversee the customer service: Supervise the customer service department to ensure all interactions are handled accordingly. Provide additional support, including advice and suggestions, to the Customer when needed. Step in and call or answer customers queries when required

Budget Management:

Manage the ecommerce budget, ensuring spend is prioritised for growth-driving activities in keeping Samsonite ahead of local competitors. Track and report on budget performance in alignment with local and European business goals. 

Weekly and Monthly Meetings

Provide weekly and monthly ecommerce performance reporting to local and European management teams.

Hosting: Manage hosting environments (This will change once BigCommerce is implemented)

• Currently hosting with xNeelo and DNS through Cloudflare
• Monitor Cloudflare 
• Problem solve any issues that may arise with Dev house or with the vendor
• Bot management (either or within Cloudflare)
  
  

Experience required:  

• Minimum of 5 years' experience in an ecommerce or digital performance role, ideally within the premium goods sectors. 
• Proven track record of driving revenue growth and optimising digital customer journeys. 
• Experience working with ecommerce platforms and content management systems (e.g., Wordpress WooCommerce, experience with Bigcommerce will be an advantage). 
• Experience in digital performance marketing, including PPC, SEO, Google Analytics, and email marketing tools such as MailChimp. 
• Strong proficiency in Microsoft Office (Excel, PowerPoint, Word) and Google Analytics (GA4 preferred). 
• Experience in managing ecommerce sales, including revenue forecasting, target setting, and performance reporting. 
• Hands-on experience with ecommerce platforms and CRM tools like Metrorik 
• Familiarity with digital advertising platforms including Google Ads, Meta Ads Manager, and other paid social tools.

Competency:  

• Ability to work under pressure
• Managing digital content, tracking metrics, and optimising user experience. 
• Ability to manage multiple projects, meeting deadlines and achieving commercial goals. 
• Comfortable in a fast paced, changing environment, managing both short term and long term priorities. 
• Ability to adjust quickly when required to do so i.e. launch a campaigns in a moment's notice 
• Strong teamwork skills with the ability to collaborate across departments, European teams and with external partners. 
• Have an understanding of the latest ecommerce and digital marketing trends and tools 
• Focused on improving the customer experience and driving retention through digital touchpoints and Samsonite's retail footprint

Ability to and knowledge of the following applications is beneficial: 

• Xneelo – Intermediate / Advanced 
• CloudFlare – Advanced with DNS experience
• WordPress – Intermediate / Advanced
• WooCommerce – Intermediate / Advanced
• MySQL – Advanced
• MailChimp – Intermediate 
• Google GA4 – Intermediate/ Advanced
• Google Ad's – Intermediate
• Google Search Console – Intermediate/ Advanced
• Google MyBusiness – Beginner / Intermediate
• Google looker studio – Intermediate 
• Google Docs and Sheets – basic 
• Meta – Intermediate/ Advanced
• Product Feeds both Google and Meta - Intermediate/ Advanced
• Tracking and Pixel knowledge - Intermediate/ Advanced 
• Metorik – Beneficial - Basic knowledge (Not many people know of Metorik)
• BigCommerce – Beneficial - Basic knowledge will need training 
• Microsoft Office - Intermediate
• Word, PowerPoint - Intermediate
• Excel – intermediate / Advanced
• TextFile – (CSV) intermediate
• - Basic / Intermediate 
• Tawk Online chat - Intermediate
• TakeAlot Marketplace – Intermediate
• Amazon – Basic / Intermediate