Ecommerce Officer

Salary:£25,732 - £29,295 (pro rata)Contract type: Fixed term until August 2026Reporting to:Retail ManagerDepartment:Operations (Retail)Who are we?We are Scotland’s design museum.Designed for everyone, firing imaginations and sparking curiosity in design across Scotland and around the world.At V&A Dundee we are on a mission to inspire and empower through design.Design shapes our world, it's part of everyday life and it's everywhere. We are a museum with energy and have a vision of the future where everyone is inspired through design and recognizes its far-reaching impact in our lives.We are a welcoming place for people of Dundee to explore design and to use as an everyday part of their city, as well as inviting visitors from around the world.We are part of the V&A family of museums that celebrate creativity in all its forms from across centuries, for everyone.Role profileThis role sits within the Retail team. In close collaboration with the Retail Manager and the Director of Operations, the Ecommerce Officer will establish and manage social media and marketing channels for the retail operation to meet KPIs and commercial targets. You will work as part of the team to build product stories and bring V&A Dundee product narratives to life online and in social media that reflect the varied needs of our audience, for all product ranges.You will be responsible for managing successful performance against Ecommerce KPIs, with accountability for data driven decisions and detailed regular reporting. The role involves working closely with collaborative partners and third-party service providers as well as teams within the organisation to deliver engaging content to achieve our financial ambitions including conversion and traffic improvements.You will be responsible for weekly reporting, identifying trends, foreseeing potential issues and viable solutions in relation to trading performance, making appropriate recommendations, and developing action plans as necessary for our retail website & related paid social media, looking at performance, functionality, usability, and customer engagement to achieve all required KPIs.Duties and Responsibilities Responsible for planning, creating, placing and tracking retail paid social adverts. Managing the annual retail advertising budget, to optimize this throughout the year.Responsible for creating and managing regular retail-specific emails to our audiences, working closely with colleagues in Audience and Media. Creating engaging content driven communications to communicate product stories.Responsible for optimising our website to improve SEO, to reach more customers and achieve conversion targets, reduce bounce rates and pain points in the user journey.Responsible for tracking and analysing data to report weekly on Ecommerce sales, advertising and email performance.Responsible for creating and delivering a simple to follow Ecommerce style guide to deliver consistency across our website.Supports communications with customers, answering their comments, questions and feedback ensuring the appropriate course of action is taken with the ability to tailor responses as and when required.Supports a retail-specific V&A Dundee content calendar linked to sale plans.Attends a weekly content meeting with Audience and Media colleagues to align on upcoming promotions, new products, key brand and organisational messaging.Inputs into a retail specific customer database, supporting Audience and Media colleagues in updating the master database and the sub databases (of which retail is one).Person specificationEssentialIt is vital that the postholder is proactive and able to self-motivate, demonstrating an ability to prioritise workload in a fast-paced environment. The role will require working across teams and with key stakeholders including board members.EssentialDirect experience of using paid social media to generate online salesDirect experience of SEO and related toolsStrong organisational skillsAttention to detailFully functioning knowledge of a retail systemAbility to interrogate and analyse data and prepare reports to aid decision makingAbility to communicate effectively, both verbal and writtenUnderstanding of how to find and engage audiencesAbility to work on own initiative and as part of a teamAbility to consider cost-effective solutions to ensure KPIs are being met.DesirableExperience in a customer service related role Experience of managing budgetsExperience of using ShopifyExperience and knowledge of email and web designBe willing to keep up to date with industry trendsDeadline for applications: no later than 18.00, 01 May 2024.Interviews will take place week commencing 06 May 2024.This is a part-time position, working 22.5hours per week working in a hybrid flexible environment with a mixture of home working and working from our museum in Dundee. We offer a generous package including 38 days holiday, pension scheme, company sick pay, entry to V&A Dundee paid exhibitions and many more discounts and benefits.We are an equal opportunity employer and encourage applications from everyone and do not discriminate on the basis of race, religion, gender, sexual orientation, age, marital status, disability or any other protected characteristics.V&A Dundee is aware that working more flexibly is a central element of attracting and retaining disabled people in the labour market. We encourage you to apply if you define yourself as disabled under the Equality Act 2010 (including deaf or neurodivergent).If you require any adjustments during the recruitment process, such as receiving the interview questions in advance or documents in an alternative format, please let us know via the email below.If you have any issues with your application, please email: #####
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