E-commerce & Insight Manager – Merchandise
Posted
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
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
- 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.