E-commerce Sales & Customer Experience Manager at Kontak Recruitment

Overview:

• Are you passionate about online retail, fashion and driving sales? Our client is looking for a commercially minded E-commerce Sales & Customer Experience Manager who can take an established online store to the next level.
• This is more than a website management role. You will be responsible for turning online traffic and customer enquiries into sales, growing the customer base and ensuring customers have a positive experience from their first enquiry through to their purchase.
• Working alongside an existing marketing team and product administrator, you will have the opportunity to take ownership of online sales performance and make a direct contribution to business growth.

Minimum Requirements:

• 3–5 years' experience in e-commerce sales or online retail management.
• A proven track record of growing online sales and achieving commercial targets.
• Practical experience working with Shopify.
• Good working knowledge of Google Ads, Meta Ads and digital marketing campaigns.
• Understanding of conversion optimisation, customer retention and online sales strategies.
• Experience in fashion, footwear or lifestyle retail will be highly advantageous.
• Excellent written and verbal communication skills.
• Strong customer service skills with the confidence and ability to close sales.
• Analytical, commercially aware and comfortable working with sales figures and performance targets.
• Self-motivated, proactive and able to take ownership of results.

Key Responsibilities:

• Take ownership of e-commerce sales, revenue growth and conversion targets.
• Develop strategies to attract new customers, increase repeat business and improve customer retention.
• Manage and optimise digital advertising campaigns across Google, Meta and other relevant platforms.
• Respond to customer enquiries via WhatsApp, email and online channels, converting enquiries into sales.
• Follow up on potential customers, abandoned checkouts and outstanding sales opportunities.
• Work closely with the marketing team on promotions, campaigns and initiatives to drive online sales.
• Monitor website performance, advertising spend, conversion rates and overall profitability.
• Identify opportunities to improve the online shopping experience and customer journey.
• Provide weekly sales and performance reports, highlighting results and opportunities for improvement.