Working at Stella McCartney is a truly rewarding experience. As a luxury fashion company with a strong ethical standpoint we are leaders and innovators in our industry.
Overview
Reporting to the Senior Digital Operations Manager, the Digital Operations Manager is responsible for all digital operations on the Stella McCartney website in order to maximise commercial performance whilst providing the best customer experience at all stages of the customer journey.
Your Mission
Optimise the operations & deliver the best possible experience for customers on StellaMcCartney.com
- Coordinates website changes on Salesforce Commerce Cloud, managing workflow for all regions
- Ownership of content upload for ROW & NA websites. Ensure the upload of content pages using the in-house CMS is completed in a timely and accurate manner
- Lead campaign and other promotional activity execution within digital to ensure departments are aligned, checklists and timelines are created and we have the resources available
- Managing Promotions and Campaigns, creating promo codes as needed, including support of Employee discount program online. Tracking redemptions of promos, reporting KPI’s back to ecommerce team.
- Manage the translation of all content for Stella McCartney’s global digital customers
- Work with stakeholders within the digital team and wider business to shape new operational processes and implementation of the new features on SMC.com
- Site walking and capturing any inconsistencies across global sites, raising with relevant stakeholders and following through to resolution
- Assist the Senior Digital Operations Manager in managing the Customer Services team as and when required
- Support the senior management team in any ad hoc projects as required
Drive revenue through exceptional email marketing execution to the Stella customer database
- Manage the delivery of campaign builds and new initiatives within Salesforce Marketing Cloud
- Oversee the day-to-day management of CRM activities
- Define and execute an email test strategy for continuous optimisation to drive further revenue from email
- Support CRM reporting and analysis within digital
- Contribute to the CRM strategy and deliver revenue targets within digital
- Leverage analytics and customer insights to define lifecycle marketing including segmentation, targeting, personalisation & frequency, and promote a broader customer centric culture
- Contribute to continuous optimisation of the CRM strategy, automated programs, lifecycle marketing and database growth.
- Analyse customer trends and performance, providing insights and actions
Understand the Stella customer and use that to identify further growth opportunities
- Monitor Google Analytics and Content square to better understand how customers shop on the website
- Identify and fix shortcomings and advise on best practices to the rest of the team.
- Contribute to weekly reporting on agreed operational KPI’s, ensuring relevant information is relayed across teams. (Order cancellations, preorders, fraud and payment, shipping)
- Continuously research and inform relative stake holders of international developments that will impact delivery
Your Talent
- Experience in Digital with a focus on operational excellence, customer experience and commercial success
- A self-starter who enjoys building relationships and carving out new process to drive the digital experience
- Strong understanding of end-to-end Digital operations, including working with distribution centres
- Strong stakeholder management to coordinate and manage across various functions
- Demonstrated ability to lead self and coordinate across multiple functions to identify opportunities to improve operations
- Examples of operational improvements within the digital space, including process improvements, cost reductions, etc.
- Excellent organisational skills and ability to prioritise
- Excellent Salesforce Commerce Cloud knowledge
- Salesforce Marketing Cloud knowledge desirable
- Ability to take the initiative -manages end to end coordination of events and is able to raise relevant issues to leadership where necessary
- Team player with a sense of team spirit
- Ability to build external and internal relationships and partnerships
- Takes responsibility for solving problems
Reward
Our philosophy is to go beyond monetary return and consider ourselves responsible for your wellbeing, your family, your health, your time and the community.
- Up to 50% discount on Stella McCartney products
- Exclusive staff sales and sample sales - Including other LVMH brands
- Matched pension contribution up to 6%
- Extensive private medical and critical illness insurance, as well as life assurance
- Annual Health Screening
- Annual Leave Shop where employees can buy or sell annual leave
- Flexible working/core hours
- Enhanced Maternity/paternity packages
- Matched Give as You Earn charity scheme
- Fitness membership (Classpass credits)
- Volunteer and Birthday leave
- Health cash plan
- Financial wellbeing program
- Physical and Mental Wellbeing Support Services
- Employee referral bonus
Optional/ Paid Benefits
Season ticket loan, cycle to work and tech schemes, travel and dental insurance and much more.
We welcome people with disabilities and endeavour to make reasonable adjustments, if you do require such adjustments please let us know within 48 hours of your interview.
At Stella McCartney, we like to be bold. For us this means challenging ourselves and the wider industry in which we operate. As part of our commitments to inclusive fashion, we have an ambitious strategy to put diversity, equity and inclusion at the centre of everything we do. Our starting point is to create a workplace where different voices are respected, heard and empowered in equal measure regardless of factors such as culture and backgrounds, and to influence and disrupt fashion and other industries by providing opportunities for global diverse talent to shine.
