Ecommerce Channels Manager
Skills
About This Role
Overview
- Define Ecommerce channel strategies and annual plans, ensuring delivery against agreed commercial targets, customer engagement KPIs, and budget.
- Responsible for sales conversion on web and app and delivery of sales targets. Practically this means working with the marketing team to ensure we are capturing the demand they create
- Developing a suite of changes, overtime, increasing the conversion effectiveness of the channels
- Alongside the other channels, align on targets and support them to deliver on their overall accountability for total sales targets.
- Support Marketing/CRM to define and execute their plans on the channels as necessary
- Work continuously with other channel managers, strategy and marketing to produce integrated strategies, plans and operational activities that maximise the potential of the channels as a whole to acquire, reactivate and retain players and adopt a lifecycle approach to player management.
- Act as requirement owner for Big Ticket s ecommerce channels (app and web), shaping the roadmap and prioritising initiatives in collaboration with internal teams and business stakeholders to ensure. alignment with strategic objectives.
- Ensure all digital initiatives are delivered in alignment with the organization's project management framework.
- Lead the optimisation of UI/UX customer journeys to reduce friction, enable conversion-focused interactions, drive sales uplift, and ensure changes are rigorously QA d and validated against performance metrics.
- Monitor the performance of the channels via behavioural analysis and quickly flag if remedial actions are needed that are inhibiting sales/players.
- Conduct holistic channel performance reviews (working with insight and marketing); identify improvements; and taking inputs from across the business (esp Customer Services) - define, agree, update and maintain a resulting incremental change Growth/CX test and change roadmap to drive continuous improvement in CX
- Working independently or in tandem with other functions; define, develop and launch major enhancements to the channels experience or new propositions that will appeal to core players or help to attract currently disengaged ones (e.g. app, new payment options, playing together propositions, rewards).
- Support the definition of the app experience and proposition. Be the business owner for the launch, understand it s impact and work with marketing to develop the plans that follow to drive adoption.
Required
- Demonstrable track record of driving commercial performance improvement and customer satisfaction in B2C Ecommerce channels to market roles.
- Experience in the gaming sector is an advantage.
- Deep technical understanding of UX/UI, CX, MVT, Web Analytics & Reporting, SEO, Digital Transformation methodologies and practices (e.g Agile development, Requirements Definition, UAT, Design tools etc etc)
- Commercial and analytical mindset, able to identify issues and opportunities from behavioural analysis and other forms of insight/data to independently define recommended courses of action as a result.
- Able to translate wider business and consumer strategy to action and propose strategy/initiatives for E-Commerce.
- Good working knowledge of all forms of digital marketing On and Offsite CRM, Organic, Paid etc in order to be able to align Ecommerce channels and the marketing to optimize conversion and lifetime value of customers.
- Creative thinker with analytical rigour and a test-and-learn mindset.
- Comfortable in fast-paced, digital-first environments with shifting priorities.
- Excellent project management skills with the ability to manage multiple initiatives simultaneously.
- Strong collaboration and stakeholder engagement skills across cross-functional teams.
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