Head of eCommerce / Senior eCommerce Manager

Job Description

Company Overview Rachel Gilbert is an elevated fashion label, creating an experience of excellence and refined luxury. Founded in 2007, Rachel Gilbert is there for the woman of refined elegance, with a nod to celebrating memories made throughout life. Creating tangible permanence of life experiences through craftsmanship. Rachel Gilbert holds values in Community, Consistency, Creativity, and Authenticity, dedicated to fostering a team of passionate individuals who share the values of the brand. Headquartered in Alexandria, Sydney and represented globally by a growing and prosperous D2C & B2B business. Position Overview The Head of eCommerce is responsible for driving online revenue growth, optimising the website for conversion, and ensuring a seamless digital shopping experience. This role owns the eCommerce P&L, overseeing site operations, UX, merchandising, and customer experience to maximise revenue, retention, and profitability. This maternity cover role plays a key part in global eCommerce expansion, ensuring strategies for Australia and international markets align with business objectives while collaborating cross-functionally to drive eCommerce success. Key Responsibilities eCommerce Strategy & Business Growth ● Develop and execute a comprehensive eCommerce strategy aligned with business goals across Australia and international markets.● Own the eCommerce P&L, ensuring revenue and profitability targets are met.● Identify and implement data-driven growth strategies to enhance conversion rates, customer retention, and market share.● Evaluate and drive new opportunities, including international expansion, partnerships, and DTC growth initiatives.● Establish benchmarks, set and monitor KPIs, including conversion rates, AOV, return rates, and customer lifetime value (LTV), to guide future strategies.● Lead eCommerce forecasting and reporting, ensuring alignment with Finance and Executive teams.● Own revenue attribution and measurement, collaborating closely with the Digital team to ensure a clear understanding of channel performance and return on investment (ROI).● Define and drive attribution models, ensuring accurate measurement of paid, organic, CRM, and affiliate contributions to revenue.● Provide insights into which channels drive revenue most effectively, adjusting strategies to optimise marketing spend and conversion outcomes. Website Management & Conversion Rate Optimisation (CRO) ● Oversee Shopify Plus development and optimisation, ensuring a high-performing, seamless digital shopping experience.● Lead CRO initiatives, leveraging A/B testing, personalisation, and automation to enhance UX and drive sales.● Continuously refine site structure, navigation, checkout flow, landing pages, and product merchandising to maximise conversions and engagement.● Ensure a luxury, premium shopping experience aligned with brand positioning and the Creative Director’s vision.● Collaborate with Digital to ensure high-quality traffic effectively converts on-site through optimised user journeys.● Own on-site SEO strategy, including site structure, tagging, metadata, and internal linking, to improve search visibility and align with search intent. Customer Experience & Retention ● Own and optimise onsite VIP, loyalty programs, and retention strategies to improve repeat purchase rates and LTV.● Ensure a seamless omnichannel experience, connecting online and offline journeys.● Oversee customer service standards for all digital touchpoints, improving post-purchase satisfaction.● Manage returns and fulfilment processes, optimising efficiency and reducing customer friction. Data, Reporting & Analytics ● Lead weekly & monthly trade reporting, analysing conversion trends, product performance, and customer insights.● Use Google Analytics, Shopify Analytics, CDP, and BI tools to drive data-backed decision-making.● Implement multi-touch attribution models to optimise marketing performance and customer journey insights.● Continuously test, measure, and refine strategies based on real-time data and performance analysis.● Ensure adherence to Australian and international data and consumer legislation. Cross-Functional Collaboration ● Work closely with Digital to align marketing, traffic, and conversion strategies.● Partner with merchandising & buying teams to optimise product selection, pricing, and promotions.● Work with Operations & Logistics teams to ensure efficient order fulfilment, inventory management, and packaging.● Collaborate closely with brand and marketing to ensure website creative branding aligns with brand vision.● Manage external relationships, including tech partners, agencies, and platform vendors. Team Leadership & Development ● Lead, mentor, and develop the eCommerce team, fostering a culture of innovation, collaboration, and high performance.● Provide clear direction, coaching, and professional development opportunities to empower the eCommerce Manager and eCommerce Experience Coordinator.● Set individual and team goals, ensuring alignment with broader business and eCommerce objectives.● Promote a data-driven, customer-first mindset, encouraging proactive problem-solving and continuous improvement.● Foster cross-functional collaboration, ensuring the team works effectively with Marketing, Operations, Customer Service, and external partners. Key Skills & Competencies Strategic mindset, aligning eCommerce strategy with broader business objectives. Expertise in Shopify Plus, UX/CRO, and digital commerce technologies. Strong understanding of eCommerce analytics, customer data, and attribution models. Experience in luxury fashion eCommerce, with a focus on delivering premium customer experiences. Proven ability to drive operational efficiencies and customer-centric improvements. Strong leadership and stakeholder engagement skills to drive cross-functional collaboration. Excellent project management skills, with the ability to prioritise, execute, and measure impact. Qualifications & Experience 8+ years in senior eCommerce leadership roles. Proven track record of scaling eCommerce revenue and optimising digital business operations. Experience in P&L management, budgeting, and financial planning. Background in luxury fashion, premium retail, or high-end consumer brands preferred. Strong knowledge of Shopify Plus, CRO, SEO, digital analytics, and omnichannel integration. Why Work With Us? Generous staff discount Quarterly Wellness Mornings Gifted day off on or during the month of your birthday Summer Fridays from November-February Development opportunities Monthly office drinks #J-18808-Ljbffr