Head of E-commerce

Role Overview

As Head of E-commerce & Customer Experience, you will lead and accelerate The Petshop Group's entire online business, spanning both Direct Online (our website and mobile app) and Indirect Online channels such as Amazon, Instashop, Deliveroo, Careem, and more.

This is a key leadership position where you will fully own E-commerce P&L and be responsible for overseeing revenue, margins, and cost efficiency. In the spirit of our lean organization, you will also head up the Customer Experience & Service function, steering a cross-functional team to optimize digital strategy and deliver exemplary customer experiences while achieving ambitious growth goals.

As part of our team in Head Office, you'll work in an ONSITE environment, collaborating closely with teams across Marketing, Category Management, Technology, Logistics, and Retail to drive our digital and commercial performance.

Responsibilities

• E-commerce & Channel Management: Lead Direct and Indirect online channel performance; manage the full E-commerce P&L covering revenue, margin, and cost.
• Direct Online: Drive results across our website and mobile app. Optimize customer journeys, merchandising, promotions, and site conversion through analytics and insights.
• Indirect Online: Build and manage partnerships with third-party marketplaces and quick commerce partners. Enhance assortment, pricing, promotions, and commercial performance across all platforms.
• Provide oversight for Customer Experience & Service, consistently achieving high service levels and customer satisfaction.
• Digital Marketing & CRM: Develop and execute digital marketing strategies across paid search, social, display, affiliates, and remarketing. Optimize ROI and partner with CRM on lifecycle campaigns via Email, SMS, Push, and WhatsApp to boost acquisition and retention.
• Commercial Operations: Uphold product catalogue accuracy, pricing integrity, promotional excellence, and online merchandising. Collaborate on category assortment and ensure successful new launches. Partner with Logistics for superior fulfillment and delivery performance.
• Identify and execute new revenue streams, partnerships, and commercial growth opportunities in the digital sphere.
• Technology & Digital Development: Team up with Technology to define and prioritize features for the digital product roadmap, advancing platform enhancements and customer-centric innovation.
• Leverage analytics to inform and drive data-based decision making; define evolving business requirements.
• Analytics & Performance: Monitor and report on key metrics including Revenue, Gross Margin, Conversion Rate, GA4 insights, Traffic, AOV, CAC, LTV, Retention, CSAT, and NPS. Use insights to optimize commercial and customer outcomes.
• Leadership: Lead, mentor, and develop a high-performing cross-functional team; foster a culture of innovation, accountability, and exceptional customer service. Set clear KPIs, objectives, and professional growth plans.

Must have requirements

• Minimum 7 years’ experience in E-commerce, Digital Commerce, or Omnichannel Retail, with at least 3 years in leadership roles.
• Proven track record of managing E-commerce P&L and delivering measurable commercial growth.
• Hands-on experience operating both owned digital platforms and third-party marketplaces.
• Demonstrated leadership overseeing Customer Experience and/or Service operations.
• Deep understanding of digital marketing, CRM, online merchandising, trading, and marketplace management.
• Strong cross-functional track record with Marketing, Technology, Category, Retail, and Supply Chain teams.
• Excellent analytical and data-driven decision-making skills.
• Outstanding stakeholder management, communication, and leadership abilities.
• Bachelor’s degree in Business, Marketing, Commerce, or related discipline.

Nice to have requirements

• Experience within retail, consumer goods, lifestyle, pet care, health & wellness, or other fast-paced consumer sectors.
• Proven success scaling digital businesses within omnichannel retail settings.

Perks and Benefits

• Competitive salary and bonus.
• Life and Medical insurance.
• Employee, family, and friends discount.
• Dynamic and collaborative work environment.
• Pet-friendly workplace.