Senior Ecommerce Manager in London

Pai makes skincare for people who care what goes on their skin. Founded in 2007, we exist because we believe you should never have to choose between what works and what is good for you. Every product we make is certified organic, cruelty free, and formulated without compromise. No fillers, no shortcuts, and no ingredients we cannot look our customers in the eye about or try to hide on the INCI list.

Pai manufactures in house at our London lab and factory. We are a certified B Corp and we sell direct to customers across the world. That closeness to the product and the customer is what makes us different and better.

Our D2C channel is the direct line we have to the people, our Pai ettes, who use our products. We want someone who thinks about the whole customer journey, from the moment they discover us to the parcel unpacking on their kitchen table, and everything that happens after that. We are looking for someone who sees every touchpoint as a chance to surprise, delight, and overdeliver.

Pai is in a period of growth and reinvention and we need someone who wants to build. We do not discount except for Black Friday, so you will need to find smarter and more creative ways to grow through better experiences, intuitive merchandising, and a genuine understanding of what makes our customers tick.

What Success Looks Like

• Within the first six months you will have taken ownership of our global D2C commercial performance. You will know your numbers inside out, have built a clear picture of where the opportunities are, and already be testing ideas to unlock them.
• You are driving profitable growth, not just top line revenue. You do not chase sales through discounting. You know your contribution margin, CAC, LTV, and stock position, and they shape each trading decision you make.
• You own weekly, monthly, and quarterly trading performance. You forecast with confidence, spot risks early, and act on them.
• You think in terms of customer journeys, not just pages. You understand how people discover us, what moves them through the funnel, and how we keep them coming back. You work closely with CRM to ensure the post purchase experience is as considered as everything before it.
• You have mapped out a clear D2C strategy across conversion, AOV, traffic, and retention and you are executing it with a bias toward action and experimentation.
• You run the activation calendar including launches, campaigns, and seasonal moments. You plan them with precision while leaving room for what we learn along the way.
• You manage the web development agency, pushing for conversion and UX improvements that elevate how customers experience the brand and site.
• You partner with our CRM Manager to align trading, media, and lifecycle activity. You work with Performance Marketing, Brand, Content, and CX so that campaigns land seamlessly across every channel.
• You present performance insights to senior stakeholders with clarity and a point of view. You do not just report the numbers, you explain what they mean.
• You regularly share what is working with the Wholesale and Amazon teams so your insights lift performance across every channel, not just D2C.

How You Use AI

We are a small team and need people who use AI to work faster, reach better insights, and do things that would not otherwise be possible. We want to hear specific examples of how you have used AI to drive revenue growth or improve efficiency. If you are already getting results in your current role with AI, or you have been experimenting in your own time and are ready to apply it properly, we want to hear from you.

Who You Are

• We are most interested in how you think and what you have done. That said, we would expect you to bring 4 or more years in D2C e commerce, trading, or commercial management. You have owned a P and L or a revenue target and understand what it takes to hit it.
• A strong grasp of the customer journey end to end, from discovery and conversion through to fulfilment, unboxing, and retention.
• Experience managing web development agencies. You know how to brief, prioritise, and hold partners accountable.
• Strong commercial instincts. You are analytical but comfortable making decisions with imperfect information.
• Confidence with Shopify, GA4, and CRM platforms.
• Curiosity. You read, experiment, and test new ideas. You are the person who finds a new tool or tactic and cannot wait to try it.
• Ambition. You want to grow and you want the business to grow with you.

What You Will Get

A seat at the table in a brand that is growing. You will work directly with the Head of DTC, Founders, and Group CEO, with genuine ownership of the channel and the freedom to experiment. We care about doing things well, not just quickly. You will be surrounded by colleagues who take pride in what they make and how they make it. There is also free skincare and we are very dog friendly.

Reports to: Global Head of Direct to Consumer

Direct Reports: E Commerce Account Executive

Location: London W3 Parking and great transport links