Welcome to the Internal Recruitment Program

Working with multiple colleagues across the entire C&T support function and within each brand team including VPs, Divisional Presidents and the SLT, the Director of eCommerce will own the eCommerce strategy and be responsible for driving the growth and evolution of our online trading capability with a focus on the delivery of an optimal customer offer across all online environments in order to maximise conversion.

The role will encompass all aspects of eCommerce and be directly accountable for digital trading/performance, operations, content/editorial and the ultimately the full online customer experience. The role will manage traffic/customer flow, provide an end-to-end view of our online trading performance at all times within the omnichannel retail environment, and will lead a continued step change on the current state.

The role is responsible for the performance, continual evolution, optimisation and improvement of Alshaya’s customer facing digital shopping experiences across all channels, including third party marketplaces, and leading conception, development, implementation, operation and performance of the online customer journey. The role owns the strategy, budget and roadmap to ensure that we operate a best-in-class customer experience which is focused on growth and commercial performance.

The Director of eCommerce is responsible for collaborating with brand teams to curate and deliver a sophisticated multi-faceted trading and conversion strategy across all digital properties and will partner with leads across the wider business to ensure that targets are consistently met or exceeded and to achieve the correct brand/commercial balance at all times. The purpose of the role is to ensure that we operate an optimal brand experience that actively promotes and drives the part that digital plays within the omnichannel sales environment, fully contributing to the holistic customer journey and an ever-present customer centric culture.

The Director of eCommerce will build and manage a team of experts centrally and across the business, establish best practice processes and deliver tooling to empower colleagues and drive results. The role will develop and coach the entire online trading community through performance management, L&D programs and the sharing of knowledge and technical expertise. The role is responsible and accountable for the effectiveness of Alshaya’s digital shopping experiences from a customer perspective and will demonstrate at all times an accurate view on performance and efficiency. The role is fully empowered to deliver the strategy and experience through optimal conversion rates, margins and sell through and is both strategic and reactive in its approach.

This role
• Works with the VP Marketing & eCommerce to deliver the agreed strategy.
• Works closely with brand teams and central C&T to execute the agreed strategy.
• Is responsible for the customer fulfilment proposition, including delivery and operational excellence.
• Works closely with IT and logistics, to own the operation/roadmap for a leading customer delivery offer.
• Maximises conversion in all digital environments whilst balancing margin and sell through objectives.
• Is a highly analytical, dynamic and attentive individual who is adept at relationship building.
• Owns the strategic planning and delivery roadmap of conversion improvements.
• Identifies opportunities to improve the customer experience and create new revenue streams.
• Owns relevant business cases.
• Uses data, insights and research to drive idea generation and decision making.
• Co-owns brand trading calendars and works seamlessly with brand teams to deliver campaigns.
• Constantly scans new technologies trends and opportunities.
• Works seamlessly across the organisation forging strong relationships to deliver results.
• Ensures that relevant projects and campaigns are delivered efficiently and provide tangible ROI.
• Owns relevant external supplier relationships.
• Identifies ways of improving profitability through improved processes, and effective investment.
• Ensures solutions and trading platforms are tested, resilient, optimised and secure.
• Is highly technical and organised.
• Is customer centric at all times.
• Is an ambassador for Alshaya and a thought leader.

KEY RESPONSIBILITES

Trading

• Co-own the strategy and drive the delivery of the digital trading function for the group.
• Conversion optimisation in all forms.
• Working closely with brand teams to deliver planned objectives, both strategic and tactical.
• Owns the construction and alignment of all annual brand eCommerce P&Ls for DTC and marketplaces.
• Responsible for forecasting across all eCommerce KPIs and working with all areas of C&T and brand teams to deliver aggressive, accurate and achievable plans and budgets.
• Be the lead business stakeholder for online trading systems and processes; deliver the correct tooling.
• Chair all digital trading meetings.
• Provide daily/weekly/monthly trading updates and reports.
• Drive maximum product exposure across the sites/apps ensuring featured products and messaging match brand direction.
• Drive the delivery of optimal online inventory at all times.
• Build the site calendar of trading events with trading leads.
• Co-create content experiences, stories and promotions across the digital and omnichannel environment.
• Drive sustainable, profitable sales growth and achieve a consistent and granular view on profitability.

Operations

• Own, manage and optimise a considered and strategic customer operation.
• Build strong relationships with all departments connected to the ecommerce agenda and own communication lines with key stakeholders.
• Responsible for the customer fulfilment proposition, including delivery and operational excellence.
• Work seamlessly with IT and logistics, to own the roadmap for physical customer satisfaction.
• Ensure that all customer facing digital properties and functions are running in an optimal way at all times.
• Ensure that online inventory is optimised at all times.
• Manage focus on improving site/app speed/performance/visibility.
• Ensure that all required assets are in place to deliver planned business goals and objectives.
• Ensure that omnichannel digital operations are delivered to the agreed strategy. This includes, but is not limited to, store fulfilment, click and collect and collection points. 
• Commercially focused and drives conversion through a best-in-class customer experience.
• Execute and optimise a considered and strategic marketplace shopping operation.

Content

• Owns the end-to-end content delivery strategy and process to ensure that trading is optimal at all times.
• Own, manage and optimise a considered and strategic content delivery operation.
• Establish effective workflows from host brands to ensure that content is optimised and improved.
• Ensure that all required content is in place to deliver planned business goals and objectives.
• Ensure that content operations are not a barrier to trading excellence.
• Manage the digital content operation to maximise traffic and conversion and create a winning shopping experience for our customers.
• Play a key role in driving sustainable, profitable sales growth through a robust, efficient and effective digital content operation.

CRO Product Development and Program Management

• Deliver projects that support Alshaya’s strategic objectives and to drive growth across all digital channels and markets.
• Identifies opportunities to improve the customer journey, creates visual solutions, tests those solutions to ensure that the existing situation is bettered and then delivers that solution to the business. 
• Own the roadmap, intake and delivery process.
• Create and present clear business cases.
• Work closely with other business leads on integration and hand over.
• Own external relationships to establish technical solutions, requirements, scope and commercials.
• Work closely with designers, project managers and delivery teams to ensure clear planning, testing and successful deployment of projects.

Tracking and Reporting

• Owns a robust reporting suite across all aspects of trade and is constantly seeking new ways to visualise and simplify complex trading issues and metrics.
• Drives and shares all trade reporting, ensuring feedback on success/failure is fed back in real-time.
• Understands the customer and all KPIs to guide and influence future focus and commercial opportunity.
• Understands the competition and delivers insight on their trading activity.
• Defining KPIs, creating reporting frameworks and instigating best practice methodologies.
• Clear strategy/approach for MVT/AB testing which delivers a statistically significant conclusion in terms of test/control result and therefore ‘roll-out’ or ‘kill’ decision.
• Deliver innovative insights and actionable outputs.

People

• Manage external agency relationships wherever necessary to deliver initiatives and activity within the timeframes specified and ensure that the Alshaya work ethic, brand values and mission are upheld.
• Responsible for the delivery of a strategy spanning business units so an exceptional ability to connect teams, unite towards a common goal and engender deep respect and partnership up to SLT level. 
• Build a team of experts across the digital business, establish best practice working processes and develop/coach the entire online trading community.
• Work seamlessly across the eCommerce team and provide support down to campaign level.
• Work seamlessly with brand teams to ensure that trading activity is delivered in line with set processes and procedures, and in accordance with regional strategies, goals and objectives.
• Work well on own initiative but also be a fully committed team player and engender respect and support from other members of the global business.
• Build manage and develop an effective, happy and motivated team.

Customer Centricity

• Manage the digital customer experience/journey to maximise conversion.
• Achieve a ‘customer view’ and co-create data driven personalisation initiatives both on and off-site.
• Promote the ‘voice of the customer’ across all Alshaya business units.

REQUIREMENTS

• Data Driven: uses multiple analytical tools to report and track success/failure.
• Commercially Astute: achieves targets and objectives to stay ahead of competitors.
• Great Communicator: shares information in a clear and concise manner to influence stakeholders and colleagues.
• Customer focused: finds solutions to customer shopping challenges, recognizes the importance of the digital journey.
• Organised: skilled at interpreting customer behaviour and responding to it, finds opportunities to improve at every level of the customer shopping journey.
• Pulls the plan together: leads and collaborates for brands/divisions by pulling together actions into an effective and cohesive plan and works with all eCommerce colleagues to deliver.
• Maintain an expert level of knowledge of all related activity and to be aware of industry developments and innovations at all times.
• Aware of competitor activity and poised at all times to capitalize on opportunities and repel threats.
• Constantly looks for new opportunities and regularly makes suggestions to improve.