The Head of Ecommerce owns the Numeris customer experience from the moment someone lands on our website or app to the moment their order arrives and beyond. You will lead the website, app, customer service, loyalty and fulfilment, making sure every part of the journey is easy, reliable and on-brand. You will work alongside the Head of Trading, who owns paid media and CRM, so together we attract customers and give them a reason to come back.
- Role: Head of Ecommerce
- Reports to: Chief Commercial Officer
- Contract: Full-time, permanent
- Salary: Up to £65,000 + 25% bonus potential
This is a hands-on leadership role. You will set the direction for our ecommerce experience and also be close enough to the detail to spot a clunky checkout step, a slipping delivery promise or a rising complaint trend before it costs us customers.
Key responsibilities
Website, theme and app
- Own the Numeris website and app, setting the roadmap for new features, improvements and fixes.
- Manage the Shopify theme and app stack, working with developers and agencies to keep the site fast, stable and secure.
- Lead the app's development and performance, growing downloads, active users and app revenue.
- Make sure the site and app are fully ready and tested before launches and peak periods such as Black Friday and Christmas.
Web design and UX
- Lead web design so the site and app look on-brand and work beautifully on every device.
- Improve the user experience across browsing, search, product pages, basket and checkout, using analytics, user testing and A/B tests.
- Own conversion rate and drive a continuous programme of tests that make it easier for customers to buy.
- Own how products are presented online: homepage, landing pages, category layouts, product imagery and on-site campaigns.
- Work with the Head of Trading so visual merchandising supports the trading calendar and puts priority products front and centre.
- Set and maintain standards for product photography, copy and page content.
Loyalty
- Own the loyalty programme, from its structure and rewards to how it shows up on the website and app.
- Work with the CRM team so loyalty members get the right messages at the right time.
- Grow loyalty membership and the share of revenue coming from members.
- Lead the customer service team, setting standards for response times, tone and resolution.
- Use customer contacts, reviews and returns reasons to find and fix problems across the site, products and delivery.
- Manage customer service tools and channels, such as email, live chat and social messaging.
Warehouse and fulfilment
- Be the main link with the warehouse on inbound and outbound.
- Inbound: work with the warehouse and the Head of Trading so new stock is booked in, checked and live on site on time.
- Outbound: own delivery performance, including dispatch times, delivery options, courier performance and returns.
- Track fulfilment KPIs and resolve issues quickly so customers get what they ordered, when we promised.
Leadership and reporting
- Lead, coach and grow the ecommerce, customer service and design team, including the Ecommerce Executive.
- Report on website, app, customer and fulfilment performance to the Chief Commercial Officer, with clear recommendations.
- Manage budgets for agencies, developers, apps and customer service tools.
Skills and experience
- 4+ years in ecommerce, including at least 2 years leading a team.
- A track record of improving conversion rate and customer experience on a live online store.
- Strong Shopify experience, including themes, apps and working with developers or agencies.
- A good eye for design and a solid grasp of UX principles.
- Experience leading or working closely with customer service teams.
- Understanding of ecommerce fulfilment, including warehouse operations, couriers and returns.
- Confident with data: GA4, Excel or Google Sheets, and turning insight into action.
- Clear communicator who can bring trading, marketing, warehouse and agency partners along.
- Experience launching or growing an ecommerce app.
- Experience running a loyalty programme, for example on Smile, LoyaltyLion or Yotpo.
- Familiarity with customer service platforms such as Gorgias, Zendesk.
- Experience with A/B testing and user research tools such as Hotjar.
- Basic knowledge of Shopify Liquid, HTML or CSS.
How success is measured
In your first 12 months, success means a faster, easier and more reliable customer experience that turns more visitors into loyal customers.
Within 90 days you will have audited the website, app and customer journey, reviewed fulfilment and customer service performance with the warehouse and CS team, and presented a prioritised roadmap for the next 12 months.
What we offer
- Salary of up to £65,000 plus a performance bonus of up to 25%.
- Pension, staff discount, learning budget, or other benefits.
- Real ownership: a seat at the leadership table and direct influence on how our customers experience Numeris.
Numeris is an equal opportunity employer. We welcome applicants from all backgrounds and will make reasonable adjustments throughout the hiring process.
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StudySmarter Expert Advice🤫
We think this is how you could land Head of Ecommerce in Swansea
✨Get to Know Your E-commerce Community
Dive into specific e-commerce forums and groups on platforms like Reddit or Facebook. Engaging with these communities can open up opportunities and give you insights into what companies like Numeriś are looking for when hiring for a Head of Ecommerce.
✨Showcase Your Skills with an Online Portfolio
In e-commerce, a strong online presence can set you apart. Create a portfolio that highlights any projects, case studies, or even personal ventures related to e-commerce. When you apply to Numeriś for the Head of Ecommerce, a tangible demonstration of your skills could make a huge difference.
✨Attend E-commerce Events and Conferences
Keep an eye on e-commerce conferences and workshops in your area. Not only will you gain valuable knowledge, but networking with industry professionals could lead to job leads. Plus, if you're keen to work at Numeriś as a Head of Ecommerce, rub shoulders with their representatives when possible!
✨Utilise Company Resources
Don’t forget to check out Numeriś’s career page for any unique application processes or opportunities that might not be listed on job boards. Applying directly through their website might give your application a bit more visibility, especially for a Head of Ecommerce.
Some tips for your application 🫡
Show Off Your E-Commerce Savviness:When you're applying for an e-commerce role at Numeriś, make sure your CV reflects your familiarity with online retail platforms, digital marketing, and user experience. Highlight any relevant tools and technologies you've used, like Shopify or Google Analytics, to demonstrate that you’re well-versed in the industry.
Craft a Compelling Cover Letter:Your cover letter should not just reiterate your CV; it’s your chance to showcase your passion for e-commerce and how it aligns with Numeriś's goals. Mention specific projects or achievements that relate to the role, and don’t forget to express your enthusiasm for working in a dynamic, fast-paced environment where you can make a tangible impact.
Metrics Matter:In the world of e-commerce, numbers speak volumes. When detailing your past experiences, quantify your achievements wherever possible—like the percentage of sales growth you contributed to or successful conversion rates from marketing campaigns. This will make your application stand out and show that you're results-driven.
Tailor Your Application:Don’t forget to customise your CV and cover letter for the specific position at Numeriś. Use keywords from the job description, and address the unique challenges the company may face in the e-commerce space. A personalised application helps us see that you're not just applying everywhere but are genuinely interested in being part of our team.
How to prepare for a job interview at Numeriś
✨Show Off Your E-commerce Know-How
In a sector like e-commerce, having a strong grasp of current trends and technologies is crucial. Let’s make sure you’ve brushed up on key platforms that Numeriś uses—think about popular e-commerce software, digital marketing strategies, and how these affect consumer behaviour. Being able to discuss these intelligently can really set you apart.
✨Portfolio Power: Showcase Your Results
For a full-time e-commerce role, it’s key for us to present a portfolio that highlights your results rather than just your tasks. If you’ve worked on campaigns or projects, bring examples that showcase your contribution and the impact they made—use metrics if you can! This helps to illustrate your value in a real-world context.
✨Technical Questions: Prep for the Specifics
Get ready to tackle some technical questions related to e-commerce analytics, SEO tools, or website optimisation. Think about any past experiences where you utilised data to inform decisions or improve sales. Being prepared with specific examples will showcase not just your knowledge, but also your practical application of it, which we all know is crucial!
✨Engage in a Conversational Style
Full-time interviews can feel quite formal, but try to keep it conversational, especially if you click with your interviewers at Numeriś. Share your thoughts and ideas about the future of e-commerce, and don’t shy away from engaging with their questions openly. The more genuine and relatable you are, the better connection you’ll create!
