Ecom / Commercial Director

Responsibilities:

• Own the demand side of the P, in particular revenue and brand.
• Lead eCommerce Trading - all visual merchandising of your stores from products to signposting and engaging content that makes a sale today, including the analytical and CRO tools that will help us unlock greater insight to build hypothesis to test and generate incremental output on our KPIs.
• Lead Paid Media (Acquisition) team to align on activity, delivering high volume of high quality traffic to hit our objectives.
• Lead all Customer Retention tactics and deliver best practice in eCRM, Segmentation, Customer Insight, Loyalty / VIP, community programmes and other emerging channels.
• Set, monitor CPA/CaC and LTV by customer segment to deliver ‘profitable’ retention activity for Jaded London and establish KPIs for yourself/your team to work against.
• Build, deploy and sustain Trading / Demand collaboration between all functions in the business, resulting in clarity on short to medium term tactics and objectives.
• Build a foundation to share more and better insight than our peer group / competitors with our 3rd party partners.
• Support and challenge the Technology team to design, develop and deploy the tools needed to deliver objectives.
• Work closely with the Brand and Commercial / Finance Analyst/s to unlock Customer Insight (through deep segmentation), Marketing Insight, Business Insight which leads to optimisation of activity.
• Hire, lead and coach a leading-edge team to help execute against goals.
• Provide expertise on current eCommerce industry best practice, with CRO, CpA.
• Keep up to date with eCommerce.
• Positively impact and influence internal stakeholders and external partners.
• Effectively communicate and collaborate with Jaded London stakeholders.
• Uphold Jaded London’s PLAYBOOK.
• Think like a customer, all the time, every day.

Success in 6 months looks like:

• Jaded London is on track to deliver annual net revenues of £50m in 2024/25.
• The whole business has clarity on strategic / tactical plan for 2025/26.

Success in 2 years looks like:

• Jaded London is on track to deliver >£70m annual net revenues.
• USA has become the largest contributor to sales and we’re expanding into new markets outside USA.
• Full working / leading edge knowledge of demand creation through Social and Paid Media.
• Full working / leading edge knowledge of CRO techniques.
• Full working / leading edge knowledge of CRM strategies and tactics to drive cLTV.
• Great knowledge of Shopify+ and common 3rd party applications (Nosto, etc).
• Global experience (USA, Europe).

Key Skills:

• Natural born leader, who feels at ease managing a team of heads of departments.
• Great understanding of retail, e-commerce and marketing businesses.
• You’re a ‘natural retailer’; obsessed with delivering your promise to customers.
• CRO methodology is at the heart of everything you do.
• Proven track record as a commercial individual, who understands brand and customer (shopper).
• Intellectual and emotional intelligence in balanced / equal measure.
• Understand how to maximise output in conversion activity where a mix of skill / talent types is required.
• Are a ‘subjective’ thinker in terms of ideas, following your instinct, but used to using internal/external data to underpin your ideas with confidence.
• Independent and self-directed but able to work and lead a team of creative individuals.
• Superior analytical skills to track and manage performance.
• Excellent interpersonal skills and the ability to persuasively sell ideas.
• A quick learner who can process lots of information and prioritise action.
• Effectively navigate and collaborate cross-functionally.
• Outcomes focused manager, with strong team orientation.
• Bullish about Jaded London and its potential.
• Comfortable with being uncomfortable and up for regular change in tactics, actions and organisation.
• Used to start-up / scale-up cultures, which are super fast paced and unpredictable.
• Own it and make stuff happen.
• DO EXTRA - Champions do extra! Think like a customer every day.

Benefits:

• 50% Employee Discount.
• 24 days holiday per year (plus bank holidays).
• A paid day off on your birthday.
• A paid moving day per year.
• Hybrid Working Arrangements - 1 day per week WFH.
• Pension Scheme.
• Bonus Scheme.
• Employee Assistance Programme for you and your family.
• £500 employee referral bonus scheme.
• Local Business Discounts (joe and the juice, cafés, fitness, beauty etc).
• North-West London office location directly located next to good transport links.
• Casual office dress code (your style of dress is up to you, wear what you feel best in).
• Fully-stocked kitchens and fridges (hello endless brekkie and snack supply, see ya afternoon munchies).
• Regular Office Social Events (e.g. payday socials).