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
