# E-commerce & Insight Manager – MerchandiseSilverstoneSilverstone, United KingdomPosted 9 Oct 2026## About this roleThis is a high-impact, hands-on role responsible for driving the growth of Silverstone’s online merchandise business.You will lead e-commerce performance and take full ownership of the end-to-end online retail operation, from product launch and retail campaigns through to fulfilment, customer experience and click & collect.This role sits at the centre of a fast-paced, event-led retail operation and requires a balance of commercial ownership, operational delivery and cross-functional collaboration.Key ResponsibilitiesKey ResponsibilitiesE-commerce Performance & Trading- Own the online store and drive commercial performance across revenue, conversion and customer value- Build and deliver a trading plan aligned to key events (British Grand Prix, MotoGP, Silverstone Festival, CarFest and seasonal events including Christmas and Lap of Lights)- Manage product launches, pre-orders and event-driven product drops- Manage discounts, promotions and access for partners, staff, SRC and Escapade, ensuring strong commercial control and return- Continuously optimise the online experience to maximise sales and conversionMarketing Alignment & Brand Ownership- Work closely with the Marketing partner to ensure retail and merchandise are fully represented across all channels- Lead retail campaign planning, promotions and product launches- Ensure strong SEO performance and onsite optimisation- Provide clear briefs and direction to Marketing to support commercial objectives- Maintain control of brand usage, messaging and product presentation across all retail touchpoints- Ensure all activity meets Silverstone brand standards and protects brand integrityDigital & Onsite Marketing- Manage online merchandising, homepage content, banners and promotions- Support delivery of campaigns- Use reporting and insight to improve performance and customer engagement- Stay up to date with emerging technologies, including AI, to enhance e-commerce performance, customer experience and operational efficiencyFulfilment & Operations (Hands-On)- Own the full online order lifecycle from purchase through to dispatch- Oversee picking, packing and shipping processes- Work closely with warehouse and couriers to maintain service levels- Hands-on involvement in fulfilment working alongside the warehouse team- Set up and manage an express delivery service alongside the standard delivery optionsClick & Collect- Lead the setup and ongoing delivery of click & collect- Work alongside the Megastore Manager to set up and manage click & collect locations- Ensure smooth integration between online and physical retail- Continuously improve operational efficiency and customer experienceProduct & Content Management- Manage the online product catalogue (pricing, descriptions, imagery and stock availability)- Work closely with Buying and Marketing on launches and timelines- Prepare and despatch all stock samples for photography- Coordinate delivery of product imagery and content- Ensure all content is optimised for SEO, conversion and brand consistencyCustomer Experience- Own the end-to-end online customer journey- Manage queries, returns and refunds efficiently- Resolve customer service issues effectively, ensuring a positive outcome and protecting the Silverstone brand- Identify trends and implement improvements to service and processesReporting, Analytics & CRM- Work closely with internal stakeholders to produce regular reports on online sales performance, conversion rates, traffic and product performance- Analyse data to identify trends, risks and opportunities, and provide clear, actionable insights to drive commercial decisions- Monitor and report on the effectiveness of promotions, campaigns and event trading- Utilise CRM data to support customer targeting, retention and engagement strategies- Work with Marketing to develop and optimise customer journeys, segmentation and email marketing activity- Ensure customer data is captured, maintained and used effectively to support growth.Compliance & Brand Protection- Ensure compliance with UK distance selling regulations and consumer rights- Maintain accurate terms and conditions, delivery and returns policies- Liaise with Legal on brand protection activity- Identify and escalate unauthorised use of the Silverstone brand, including by unlicensed third parties- Support enforcement activity where required- Ensure all communications and product presentation reflect brand standardsKey Performance Indicators (KPIs)- Performance in this role will be measured against:- Online Revenue Growth:- Deliver agreed year-on-year online sales growth targetsConversion Rate:- Improve and maintain website conversion rate performance through optimisation of the customer journeyDispatch SLA:- Ensure orders are dispatched within agreed timeframes (e.g. % dispatched within 24–48 hours)- Order Accuracy & Customer Experience:- Maintain high levels of accuracy, service quality, and minimal customer complaints/returns- Campaign & Promotion Performance:- Deliver measurable results across event campaigns, promotions and digital activitySkills, Knowledge and Expertise- Proven experience in e-commerce and digital marketing within retail- Strong commercial mindset with ownership of sales performance- Experience managing fulfilment and operational processes- Ability to work cross-functionally with Marketing, Buying and Operations- Strong organisational and problem-solving skills- Comfortable in a fast-paced, event-driven environmentAdditional Requirements- Flexible working approach including weekends and peak events- Willingness to be hands-on across all aspects of the role- Willingness to support department event activity which can include extended hours and weekends. #J-18808-Ljbffr
E-commerce & Insight Manager – Merchandise in Silverstone employer: Paddock
At Williams F1 Team, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration within our cutting-edge aerodynamics department. Our employees benefit from unparalleled growth opportunities in the fast-paced world of motorsport, alongside access to state-of-the-art facilities that enhance their skills and expertise. Join us in a role where your contributions directly impact race performance, all while being part of a passionate team dedicated to excellence.
