SUMMARY:
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POSITION INFO:
ENVIRONMENT: A leading Retailer is looking for a Head of eCommerce who will be accountable for transforming the Group’s online channel into a material, profitable contributor to total company sales. This role owns end-to-end digital trading performance across B2C (full ownership) and B2B front-end experience, driving revenue growth through strategic acquisition, conversion optimization, customer retention, and catalogue excellence. As the architect of the group’s eCommerce function, this role operates through cross-functional influence to scale online revenue while protecting margin and fulfillment performance in a mature, omnichannel retail environment. DUTIES: • Digital Trading & Revenue Ownership • Own online trading performance and commercial accountability for eCommerce revenue and gross profit. Drive pricing decisions, promotional strategy, and margin management in collaboration with retail and other channels. Monitor daily\/weekly trading performance and adjust tactics to meet revenue and profitability targets. • Acquisition & Traffic Growth • Develop and execute acquisition strategy across paid search, Google Shopping, organic SEO, and product feeds. Optimize feed quality, product visibility, and Merchant Centre performance. Drive traffic growth through structured channel investment and performance marketing discipline. • Conversion Rate Optimization • Diagnose and prioritize customer journey improvements using analytics and behavioural insight tools. Run structured, insight-led experimentation to remove friction in onsite experience, optimize product pages and checkout flows, and drive measurable conversion uplift. • Customer Retention & Lifecycle Marketing • Implement and scale CRM and lifecycle programs across email, SMS, and WhatsApp. Build segmentation strategies, automate key flows (welcome, cart abandonment, post-purchase, replenishment, win-back), and launch loyalty-lite mechanics to increase purchase frequency and basket size. • Catalogue Quality & Merchandising Enablement • Leverage Akeneo PIM to drive product data completeness, consistency, and content quality at scale. Focus on high-impact SKUs and categories. Develop bundles, cross-sell, and attach strategies to improve discoverability, reduce returns, and enhance customer trust. • Omnichannel Integration & Cross-Functional Leadership • Chair weekly eCommerce trading forums with Marketing and Category Management. Collaborate with Procurement on stock availability for warehouse vs store fulfilment, IT on website development requirements, and Marketing on campaigns and promotions. Ensure seamless customer experience across website, stores, and distribution centres. • Performance Measurement & Insight • Establish and monitor eCommerce KPIs including revenue growth, conversion rate, repeat purchase rate, CRM contribution, and funnel progression. Apply data-driven thinking (LTV:CAC, funnel economics, incrementality) to prioritize initiatives and optimize channel performance. REQUIREMENTS: Technical Skills • eCommerce Platform Management • Performance Marketing (Google Shopping, Paid Search, SEO) • Conversion Rate Optimization (CRO) • CRM & Lifecycle Marketing Product Information Management (PIM) Systems • Web Analytics & Data Analysis • Digital Merchandising • Omnichannel Retail Operations Soft Skills • Cross-Functional Influence • Strategic Thinking • Data-Driven Decision Making • Customer-Centric Mindset • Stakeholder Management • Problem Solving Leadership Skills • Matrix Leadership • Change Management • Function Building • Performance Management Education: • Typically holds a Bachelor’s degree in Business, Marketing, Commerce, or related field • Advanced qualifications in Digital Marketing, eCommerce, or Business Administration are advantageous Experience: Required Experience • 5–8 years in eCommerce or digital growth leadership roles • Proven track record in performance marketing (Google Shopping, paid search, SEO, feed optimization) • Demonstrated experience in Conversion Rate Optimization with measurable results • CRM and lifecycle marketing experience including segmentation and retention strategy • Experience working with custom platforms and partnering with development teams (not reliant on plug-and-play solutions) Preferred Experience • Omnichannel retail experience integrating online and physical store operations • Experience using Product Information Management (PIM) systems as a growth lever (Akeneo familiarity a plus) • Experience in South African retail environment including consumer behavior, logistics, and payment ecosystems • Experience building or scaling eCommerce functions in mature retail organizations Operational Exposure • Data-driven eCommerce thinking (LTV:CAC ratios, funnel economics, incrementality analysis) • Matrix leadership and cross-functional influence without direct authority • Managing trading performance in high-volume, margin-sensitive retail environments • Working with distributed teams across marketing, IT, category management, and operations
