Ecommerce Manager

Ecommerce Manager
Salary 37,500 - 39,500
Full time 40 hours and 5 days per week
Permanent role - hybrid working
Role Purpose:
The Ecommerce Manager is responsible for managing and growing the Gallery’s online retail offer to maximise profits for the Gallery and to enhance its reputation for excellence by delivering the highest possible standards of retail customer service, merchandise and online user experience.
Key Accountabilities:
Strategy:
Lead on the development and delivery of an ambitious ecommerce strategy to increase revenue, through improved ATV and conversion and growing our customer base.
Planning operational requirements for ecommerce including fulfilment and warehouse solutions.
Work with the buying team on the ecommerce product range ensuring the product selection reflects the ambition of the site, is commercial and coherent.
Lead on the redesign of the site in 2024 and the ongoing high design and UX standards.
Work collaboratively with fellow National Portrait Gallery departments to gain insight into the collection and upcoming programming and commercial opportunities therein
Work closely with the Ecommerce Marketing Manager as well as the Digital and Communications teams to maximise the Gallery’s organic channels as well as paid for marketing activity.
Ecommerce Operations:
Develop efficient services and reliable systems to ensure that the Gallery ecommerce meets the highest retailing standards.
Review, develop and manage the functionality and design of the online shop, working closely with the Digital and Communications teams.
Work with external partners and stakeholders on site development as required including a full template redesign in 2024.
Develop an annual calendar of ecommerce activity that maximises the opportunities around seasons and launches as well as maximising the opportunities of the Gallery’s exhibitions and other programing.
Assist the Warehouse Supervisor with any customer issues and support needed to setup new ranges online or fulfilment problems.
Monitor and share sales analysis and KPIs using Google Analytics and Shopify reporting tools
Analyse customer journeys to identify opportunities to optimise the user experience and increase revenue,
Print on Demand:
Manage and develop the Gallery’s in-house print on demand and framing service to further grow and enhance revenue both online and onsite.
Buying & Product development:
Ensure that product lies at the heart of the business. Liaise with the buying team to make sure that all product is of high quality and in line with the NPG retail brand.
Ensure there is are new releases and product launches throughout the year to drive revenue
Issue sales reports to the buying team highlighting areas of success and slow moving stock.
Ensure products are well presented with informative produce descriptions and photography and life style photograhy
Marketing:
Work with the Communications team to promote the Gallery’s ecommerce and other retail activities. Advise on digital advertising spend, data capture and promotions with partners.
Work with the marketing manager on continuous optimisation of digital marketing and Omnichannel best practice, including SEO, PPC, CRM & Email marketing, Social Media, market places, product feeds, display advertising and affiliate marketing.
With the Ecommerce Marketing Manager, co-ordinate key elements of digital promotion including enewsletters and social media and measure results
With the Ecommerce Marketing Manager and Junior Designer, produce affective campaign photography, banners and other graphics as required.
Work with the Digital and Communications team on the integration of the ecommerce platform into the npg.org.uk making sure we have strong conversion from the main site.
Ensure the site is set up to promote repeat purchases through active data capture and liaise with Digital and Communications on the use of gallery lists
Team Management and Financial Responsibilities:
Hold weekly ecommerce operational meetings to delegate key tasks, ensure adequate forward planning
Ensure the ecommerce team is resourced to be operational throughout the year and holidays are adequately covered in liaison with the Visitor Service team and Digital Team.
Assist the Senior Retail Manager with writing and managing the ecommerce income and expenditure budgets
Provide quarterly reforecasting information in collaboration with the Senior Retail Manager
Monitoring sales on a weekly and monthly basis issuing reports to the commercial team and other relevant departments
Prepare financial reporting and commentaries as required for Gallery reports and Trading Board meetings.
Represent the Commercial team at Gallery-wide forward planning meetings and other cross departmental working groups as appropriate, sharing information with the Commercial team as required
Sustainability:
Promoting sustainable working practices and reducing the environmental impact of the Gallery’s operations in line with its Sustainability Statement.
With the Senior Retail Manager, Buying and Product Development manager review annually the commercial team’s sustainability policy, make improvements and ensure best practice is adhered to.
The above list is indicative but not exhaustive. As such, in addition to the key accountabilities and responsibilities listed the post holder may be required to perform other duties commensurate with the scope and/or level of the role
Qualifications and Experience:
Demonstrable experience of staff management, product development and ecommerce, with a leading retailer.
Demonstrable success in growing sales, promotions, and inventory control (EPOS) are essential.
Responsibility for both setting and achieving budgets, managing demanding schedules as well as financial and management reporting and analysis.
Demonstrable line management experience with a track record of delivering results through leading, developing and motivating teams.
Experience of, or empathy with, the cultural and heritage sector is desirable as is an interest in expanding this knowledge.
Skills and Attributes:
Strong commercial acumen and a successful track record of driving sustained growth.
A strong communicator (verbal and written) with excellent public relations, communication and interpersonal skills for dealing with customers, retail staff and other colleagues.
Excellent administrative, organisational and time management skills, along with meticulous attention to detail.
The ability to work under pressure, plan and manage workloads and take decisions about both individuals’ and team priorities while identifying strengths and development areas within the team, and working towards the development of the team’s performance overall.
Ability to produce complex management reports and materials for presentation.
A high level of computer proficiency in standard business software including Microsoft Office applications (Word, Excel, Outlook, PowerPoint), particularly experience of EPOS systems and maintaining, creating, and generating spreadsheets and reports in Excel is essential.
Extensive experience of setting up and maintaining ecommerce sites, analytics and digital promotion.
Ability to work independently as well as collaboratively with colleagues within Commercial and across the Gallery.
Demonstrates passion and approaches all work in an enthusiastic way.
Other:
Flexibility with regard to working hours may be necessary
A strong commitment to equality and diversity with the ability to balance differing needs.
Keen interest in the mission and purpose of the National Portrait Gallery and building its relevance for contemporary audiences, and in the long-term success and development of the Gallery.
The post is subject to a Basic Disclosure and Barring Service (DBS) check.
We offer a competitive benefits package, including:
Generous pension scheme
27 days annual leave allowance, in addition to bank holidays
Interest free season ticket and bicycle loans
Rental deposit scheme
Membership of the Civil Service Sports & Leisure club
Access to independent, low cost healthcare schemes
Employee assistance programme
Free entry to many UK museums, galleries and exhibitions
Staff discounts on purchases in online shop
Professional & personal development opportunities
Closing date for returned applications is 9:00am 22 January 2024.
First round interviews will take place on the w/c 29 January 2024.
Please indicate on the notes section of your application form, if you will be unable to make these dates.
We are committed to the employment and development of disabled people. When assessing and shortlisting our candidate pool for interviews, we are committed to removing any bias through our process to ensure all individuals with a disability are included. To be invited to the interview stage, you must show through your application that you meet the minimum criteria and/or the desirable skills required for the role. If you tell us that you have a disability we can make reasonable adjustments at interview, and, if you join us, to your work arrangements.