E-commerce & Insight Manager – Merchandise

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.

About Silverstone
We’re Silverstone, the UK’s leading motorsport venue for over 60 years. You probably know us as the hosts of world\-class events, such as the Formula 1 British Grand Prix, MotoGP™ and Silverstone Festival.

As a true, one\-of\-a\-kind destination, we make people feel the thrill on and beyond the track. From unforgettable business experiences at our International Conference \& Exhibition Centre, to unique getaways and iconic trackside views at Escapade \- we work hard to ensure each and every one of our visitors can see our personality, touch our legacy and hear our heartbeat around every single corner. And we want you to be a part of it.

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