E-Commerce Manager

Combining strong commercial acumen with a customer-first mindset, you will use data, insight, and industry best practice to identify opportunities for growth and deliver a best-in-class online shopping experience.

Key Responsibilities

E-commerce Strategy & Growth

• —Develop and execute a data-driven eCommerce strategy aligned with the Club's retail and commercial objectives
• —Identify opportunities to increase online revenue, improve conversion rates, and support long-term customer retention
• —Monitor market trends, competitor activity, and emerging technologies to drive innovation and growth

Online Store Management

• —Lead the day-to-day management of the Club's online store(s), ensuring a high-quality user experience across desktop, mobile, and other digital platforms
• —Maintain product listings, merchandising, navigation, and promotional activity to maximise performance and engagement

Customer Experience & Journey Optimisation

• —Analyse customer behaviour and purchasing trends to optimise the online shopping journey
• —Identify opportunities to improve user experience, reduce customer friction, and increase conversion throughout the purchase process
• —Champion supporter satisfaction across all digital retail channels

Performance Reporting & Insight

• —Monitor trading activity, stock availability, customer data, and key commercial KPIs
• —Produce regular reports and insights to support decision-making and drive improvements across the eCommerce operation
• —Utilise analytics to support product strategy, pricing, promotional activity, and commercial planning

Campaign Delivery & Collaboration

• —Work closely with Digital, Marketing, Content, and Retail teams to support product launches, campaigns, seasonal activity, and matchday activations
• —Ensure digital retail initiatives are aligned with wider Club objectives and commercial priorities

Partner & Platform Management

• —Manage relationships with third-party eCommerce providers, logistics partners, and customer service suppliers
• —Ensure operational excellence and high standards of service delivery across all aspects of the digital retail operation

About You

We are looking for a commercially minded and customer-focused eCommerce professional who is passionate about delivering exceptional online retail experiences and driving sustainable revenue growth.

You will be proactive, analytical, and highly organised, with the ability to thrive in a fast-paced and ambitious environment.

Essential

• —Proven experience in an eCommerce management, digital trading, or online retail role
• —Demonstrable success in growing online sales and improving customer experience
• —Experience using eCommerce platforms such as Magento, Salesforce Commerce Cloud, Shopify, or equivalent
• —Strong understanding of SEO, CRM, digital merchandising, and performance marketing
• —Proficiency with analytics and reporting tools including Google Analytics, Power BI, and Excel
• —Experience using customer and commercial data to drive decision-making
• —Excellent project management and organisational skills
• —Strong communication and stakeholder management abilities
• —A collaborative and detail-oriented approach with a passion for customer experience

Desirable

• —Experience working within sport, entertainment, or consumer retail environments
• —Experience operating within a football club or sports eCommerce setting
• —Understanding of supporter engagement and fan-focused retail experiences

Terms of Appointment

• —Flexibility with working hours is required to meet the demands of the role
• —Applicants must be eligible to live and work in the UK