E-commerce & Insight Manager – Merchandise

This 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 Responsibilities

Key Responsibilities

E-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 conversion

Marketing 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 integrity

Digital & 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 efficiency

Fulfilment & 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 options

Click & 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 experience

Product & 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 consistency

Customer 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 processes

Reporting, 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 standards

Key Performance Indicators (KPIs)

- Performance in this role will be measured against: - Online Revenue Growth: - Deliver agreed year-on-year online sales growth targets

Conversion Rate:

- Improve and maintain website conversion rate performance through optimisation of the customer journey

Dispatch 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 activity

Skills, 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 environment

Additional 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.