Ecommerce and Insight Manager - Merchandise

Application Deadline: 16 October 2026 Department: Merchandise Employment Type: Permanent - Full Time Location: Silverstone Reporting To: Head of Retail Description 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.