Online Concession Manager in Kingston upon Thames

Group Online Concessions Manager Full-time (4 days in office, 1 from home). 37.5 hours. From '93 to now, people have been at the heart of everything we do. It’s in our name - Crew. With a passion for exceptional service and a love for the product, our team is dedicated to offering the best customer experience - nothing is too much trouble.

Purpose Of The Role

Our Ecommerce team is looking for an experienced Group Online Concessions Manager to drive the performance and strategic growth of our third‑party partnerships, including M&S, Next, and John Lewis. In this role, you will own the end‑to‑end management of our online concessions, delivering sales and profit targets, optimising stock and product visibility, and ensuring best‑in‑class brand representation across Crew Clothing and Ben Sherman. You will also play a key role in identifying and onboarding new concession partners, supporting the continued expansion of our channel. Reporting to the Ecommerce Director, this is a fast‑paced, highly commercial role with significant cross‑functional exposure and responsibility.

Responsibilities

• Trading & Performance
  • Own day‑to‑day trading across concession partners to deliver sales, profit, and margin targets.
  • Analyse performance data, identify opportunities, and implement actions to drive sales and profit growth.
  • Manage pricing, promotional activity, and margin optimisation across partner channels.
  • Produce weekly and monthly trade reports, presenting insights and recommendations to senior stakeholders.
  • Manage the end‑to‑end product setup process in line with critical path timelines.
  • Ensure all products are accurately set up, go live on time, and meet partner requirements.
  • Build strong cross‑functional relationships (Buying, Merchandising, Marketing, Finance, Customer Service, IT) to resolve issues and enhance performance.
• Stock & Operations
  • Manage stock flow across partners, including allocations, replenishment, and transfers.
  • Monitor availability and take proactive action to minimise lost sales.
  • Work closely with Merchandising to optimise stock levels based on trading performance.
  • Review and manage returns (RTBs) with partners, identifying opportunities for improvement.
• Partner Management
  • Build and maintain strong relationships with key concession partners.
  • Lead regular trade meetings, presenting performance and growth plans.
  • Act as the primary point of contact for partner queries and issue resolution.
  • Ensure partner SLAs and operational requirements are consistently met.
  • Oversee and manage partner contracts, ensuring compliance with agreed commercial terms, trading agreements, and promotional commitments.
  • Identify opportunities to improve commercial terms and renegotiate where appropriate to support business objectives.
  • Manage the P&L for each partner, driving profitability through sales growth, cost control, and margin optimisation.
• Site & Brand Management
  • Ensure all partner sites reflect the brands at a premium standard.
  • Conduct regular site audits to maintain product accuracy, content quality, and merchandising standards.
  • Monitor and optimise product ranking, search visibility, and conversion performance.
  • Work with partners to resolve issues and continuously improve the customer journey.
• Range Planning
  • Collaborate with Buying and Merchandising teams to define seasonal assortments by partner.
  • Optimise product ranges based on performance, customer behaviour, and market trends.
  • Own sales and stock forecasting, including phasing and logistics planning for each partner.
• Onboarding New Concessions
  • Support the identification and evaluation of new concession opportunities (UK and international).
  • Contribute to building business cases, including sales forecasts and P&L projections.
  • Lead the onboarding of new partners, ensuring a smooth and successful launch.
  • Coordinate across internal teams (Merchandising, Marketing, IT, Logistics) to ensure readiness.
• Team & Leadership
  • Act as a senior member of the Ecommerce team, supporting the Ecommerce Director.
  • Deputise in meetings and contribute to strategic decision‑making.
  • Influence and support junior team members, sharing best practice and driving continuous improvement.
  • Collaborate closely with the Ecommerce Trading Manager, Content Manager and Digital Marketing Manager to maximise overall ecommerce performance.
• Marketing & Promotions
  • Partner with Marketing to plan and execute campaigns and promotional activity across concessions.
  • Submit and manage promotional activity in line with partner requirements and deadlines.
  • Analyse campaign performance and optimise future activity.
  • Identify opportunities to improve product visibility, traffic, and conversion across partner sites.
  • Manage promotional budgets and performance tracking.

Key Skills & Experience

• Proven experience in an Online Concessions or similar ecommerce trading role.
• Strong commercial acumen with ownership of sales and profit performance.
• Experience managing partner platforms (e.g. Next, M&S, John Lewis or similar).
• Strong analytical skills, with the ability to interpret data and translate insights into action.
• Advanced Excel skills are essential; experience with analytics tools (e.g. Google Analytics, BI platforms) is desirable.
• Excellent organisational skills and ability to manage multiple priorities in a fast‑paced environment.
• High attention to detail with a proactive, solution‑focused mindset.
• Strong communication and stakeholder management skills.
• Self‑motivated, adaptable, and collaborative, with a hands‑on approach.

Success Measures

• Delivery of sales, profit, and margin targets across concession partners.
• Improved stock availability and reduced lost sales.
• Growth in product visibility, traffic, and conversion rates.
• Successful onboarding and performance of new concession partners.
• Strong partner relationships and operational excellence.