We're looking for a commercially sharp and customer cantered leader to take full ownership of our online business: setting the trading strategy, driving conversion and profitable growth, and building a best-in-class digital customer experience that reflects the quality of the brand.
What You'll Be Doing
Trading & Commercial Growth
- Own full P&L responsibility for the e-commerce channel, with a global presence and growth ambition (US is our single biggest market today)
- Set and drive the trading strategy, calendar and promotional plan, leading weekly and monthly trading reviews.
- Own online conversion, average order value and retention, balancing short-term trading with long-term brand and customer health.
- Continuously analyse trading performance, customer behaviour and competitor activity to spot and act on growth opportunities.
- Ensure the timely upload of new product and weekly merchandising, working closely with product and logistics teams to convert stock into sales fast.
Customer Experience & UX
- Own the end-to-end online customer journey - from discovery through to conversion and retention - always with an omnichannel mindset.
- Champion a customer-obsessed approach to site UX, navigation, search and product discovery, ensuring every touchpoint reflects Metier's luxury positioning.
- Partner with the Head of Brand and Creative Director on digital content and campaigns that bring the brand to life online.
- Lead the development of a clienteling programme suited to a luxury customer base, working with the customer care team.
- Build, lead and develop a growing e-commerce team, adding capability across trading, content/merchandising and customer care as the channel scales.
- Create scalable ways of working and a culture of accountability, pace and continuous improvement.
- Act as a key member of the leadership team, promoting and championing cross-channel strategy.
Digital Operations & Tech
- Oversee the site's core infrastructure (web platform, ESP, analytics, OMS/WMS) ensuring smooth day-to-day operations and flagging opportunities to optimise.
- Prioritise site improvements in partnership with tech/development partners, focused on the developments with the greatest commercial and customer impact.
- Ensure rigorous QA and testing across all site content, campaigns and projects.
CRM, SEO/GEO & Reporting
- In close partnership with the Sales Director, develop and implement the CRM and email marketing strategy - data capture, segmentation, flows and retention campaigns - to build customer lifetime value.
- Develop and own SEO/GEO strategy, ensuring best practice is followed across the site.
- Compile and present weekly, monthly and ad hoc trading, performance and customer reporting to the leadership team.
Operations
- Oversee customer care, ensuring all enquiries are handled to a standard befitting a luxury brand.
- Partner with the Operations team, who own the day-to-day management of our third-party fulfilment and warehouse partner (3PL), to ensure the smooth flow of e-commerce orders and resolve operational escalations quickly.
What You'll Bring
- Trade first: a strong track record driving online trading performance and commercial growth in a similar role, with full P&L ownership.
- US market experience: proven experience working with or in the US market, with a genuine understanding of the US luxury customer.
- Luxury industry background: experience within luxury or premium retail, with a natural instinct for luxury customer journey and service.
- Customer & UX understanding: a strong grasp of UX principles and customer experience, comfortable partnering with creative and product teams to shape the site journey.
- Team leadership: proven experience building, leading and developing a growing team, with the gravitas to operate as part of the leadership group.
- CRM & retention: hands-on experience with CRM and email marketing, including flows and segmentation.
- SEO/GEO: strong understanding of SEO and GEO fundamentals.
- Analytics: strong reporting and analytical skills, with advanced experience in Google Analytics.
- Minimum 8 years' experience in e-commerce, with several of those in a senior trading or leadership capacity.
Candidate Profile
- A logical, analytical thinker with a sharp commercial and trade instinct.
- Entrepreneurial, hands-on, and energised by ownership, comfortable operating in a small, fast-moving leadership team.
- A natural people leader who builds trust and gets the best out of a growing team.
- Excellent written and verbal communication, with the confidence to represent e-commerce at leadership level.
- Highly accurate, with a meticulous eye for detail and strong time-management across multiple priorities.
- Genuinely passionate about online trading, customer experience and problem-solving – and takes pride in seeing things through.
The Role at a Glance
- Reports to: Sales Director (oversees all sales channels)
- Team: Leads e-commerce and Customer Care teams
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Head of Ecommerce in London employer: Métier
Métier is an exceptional employer that fosters a collaborative and ambitious work culture, perfect for those looking to thrive in the luxury fashion industry. With a focus on employee growth and development, team members are encouraged to take on diverse responsibilities and gain invaluable insights into the workings of a fast-growing brand. Located in London, our small yet dynamic team offers a unique opportunity to be part of a global vision while enjoying the benefits of working in a creative and supportive environment.
