Ecommerce Insights Manager

Drive the growth of a live sports entertainment online store

We are looking for a high-impact, hands-on Ecommerce Insights Manager to drive the growth of an online merchandise business in sports entertainment. You will lead e-commerce performance and take full ownership of the end-to-end online retail operation, from product launch and retail campaigns through to fulfilment, customer experience and click & collect.

This role sits at the centre of a fast-paced, event-led retail operation and balances commercial ownership, operational delivery and cross-functional collaboration.

What you will do

E-commerce performance and trading

• Own the online store and drive revenue, conversion and customer value
• Build a trading plan aligned to key events: British spectator sport, festivals and seasonal events including Christmas
• Manage product launches, pre-orders and event-driven drops
• Control discounts, promotions and access for partners and staff

Marketing alignment and brand

• Partner with Marketing so retail is represented across all channels, with clear briefs
• Lead retail campaign planning and ensure strong SEO and onsite optimisation
• Protect brand standards across every retail touchpoint
• Manage online merchandising, homepage content, banners and promotions

Fulfilment and operations (hands-on)

• Own the order lifecycle from purchase to dispatch, working alongside the warehouse team
• Work with couriers to maintain service levels and set up an express delivery service
• Lead the setup and delivery of click & collect with the Megastore Manager

Product, content and customer experience

• Manage the product catalogue: pricing, descriptions, imagery and stock
• Coordinate samples, photography and content with Buying and Marketing
• Own the online customer journey, including queries, returns and refunds

Reporting, analytics and CRM

• Report on sales, conversion, traffic and product performance
• Turn data into actionable insights and measure campaign effectiveness
• Use CRM data for targeting, retention, segmentation and email activity

Compliance

• Ensure compliance with UK distance selling regulations and consumer rights
• Maintain terms, delivery and returns policies and liaise with Legal on brand protection

What you will bring

• 5-6 years of proven e-commerce management experience in the leisure and entertainment industry
• A strong commercial mindset with ownership of sales performance
• Experience managing fulfilment and operational processes
• Ability to work cross-functionally with Marketing, Buying and Operations
• Strong organisational and problem-solving skills
• Comfort in a fast-paced, event-driven environment
• Flexibility to work weekends, peak events and extended hours, and willingness to be hands-on

Nice to have

• Curiosity about emerging technologies, including AI, to improve performance and efficiency

How success is measured

• Online revenue growth against year-on-year targets
• Website conversion rate
• Dispatch SLA (for example, % dispatched within 24 to 48 hours)
• Order accuracy and customer experience
• Campaign and promotion performance

Why it matters

You will shape how fans experience the brand online, turning major events into standout retail moments.