Responsibilities

• Commercial performance: Own the daily, weekly and seasonal ecommerce and telesales trading plans to deliver business revenue, conversion and AOV targets.
• Omnichannel alignment: Champion an end-to-end customer journey mindset across web, telesales and showrooms, actively optimising for the dual-flow traffic between online browsing and physical store visits.
• Modernisation programme deployment: Deliver the agreed digital modernisation programme in close partnership with IT, driving the implementation of the website redesign, architecture and functionality upgrades to support future growth.
• Team leadership and development: Manage, coach and mentor the team, including the Ecommerce and Telesales Manager, Product Owner, UX Designer, Optimisation Specialist and the telesales team.
• Trading calendar execution: Guide the trading team to build and execute a data-driven trading calendar aligned to key range launches, promotions and marketing campaigns, adapting in real time to maximise demand.
• Commercial and buying integration: Partner with Commercial and Buying to shape the online product assortment, pricing and merchandising strategy, using website analytics to provide detailed performance insights that influence commercial decisions.
• Marketing collaboration: Collaborate with the Digital Marketing, CRM, and broader marketing teams to ensure high-quality traffic is driven to the website, surfacing the right products to align spend with efficiency targets.
• Telesales customer feedback loops: Oversee the telesales team, developing scripts and processes to convert calls, while establishing a regular feedback loop to capture customer insights on why they call or drop out of the online journey.
• Conversion and web optimisation: Lead the conversion rate optimisation, onsite search and personalisation programmes, using robust data analysis to build a continuous test-and-learn roadmap.
• Performance reporting and analytics: Interrogate web performance metrics and establish clear dashboards to understand what is working on the website, driving accountability across the entire team.
• Future-proofing for AI search: Ensure the website content and metadata structures are optimised for the changing search landscape, keeping the platform highly visible across modern conversational and generative AI search engines.

Requirements

• Proven commercial leader with a strong track record of delivering online revenue, conversion and AOV targets within an omnichannel retail environment.
• Deep understanding of retail trading, web merchandising and customer behaviour for high-SKU consumer businesses.
• Demonstrated success managing multi-disciplinary teams, with experience leading digital product, user experience and trading specialists alongside customer-facing sales teams.
• Collaborative partner capable of working alongside technical IT departments and development teams to land established digital roadmaps or major redesigns without needing to manage developers directly.
• Strong analytical capability, comfortable interrogating data suites such as GA4, Contentsquare, Google Data Studio and Tableau or Looker to extract customer insights, evaluate website performance and inform trading decisions.
• Hands-on experience overseeing conversion rate optimisation, A/B testing, onsite search and personalisation initiatives.
• Exceptional stakeholder management and communication skills, with the ability to collaborate effectively across Commercial, Buying, Marketing and Showroom operations, and upwards to Board-level colleagues.
• Forward-thinking awareness of digital search trends, including an understanding of how to structure platforms to remain searchable as consumer behaviour adapts to AI search ecosystems.
• Ability to stay informed and educated on a fast-changing e-commerce environment, bringing new ideas and opportunities for growth into the business, engaging stakeholders on such potential initiatives, and owning implementation to ensure these ideas turn into performance-increasing deliverables.

Preferred

Benefits

• Car allowance
• Employee discount: amazing discounts available on all Oak Furnitureland products after successful completion of probation
• Life assurance: free cover of a minimum of two times your annual salary up to the age of 65
• 25 days holiday per year plus bank holidays
• Birthday: an additional day off for you to celebrate your birthday
• Hybrid working
• Pension: 5% basic salary employer contribution with 4% employee contribution
• Employee Assistance Programme: gives all employees access to both telephone and face-to-face counselling services
• My Rewards Programme: offers discounts on everything from restaurants and supermarkets, to entertainment and holidays
• Free on-site parking