Ecommerce Officer

Organisation: V&A Dundee

Salary: £23,575 - £27,220

Location: Dundee

V&A Dundee is Scotland’s design museum, and our mission is to inspire and empower through design.

We champion designers and our retail operation is a platform for Scottish and international designers alike. To fulfil our vision and become a more sustainable organisation for the long term, we plan to grow and diversify our income and maximise commercial opportunities to support our public-facing design program.

To achieve this V&A Dundee is in the process of developing a new destination design store, onsite and online, growing traffic and sales nationally and internationally. The intention is that it will become a platform for great design and a place to celebrate designers from Scotland and around the world.

The current online store will be updated with an improved user experience, and innovative marketing and promotional initiatives will be developed to build the brand and develop an engaged customer base.

In close collaboration with the Retail Manager and the Director of Operations, the Ecommerce Officer will oversee development and management of the improved ecommerce site, establish and manage new social media and marketing channels for the retail operation to meet KPIs and commercial targets.

Role Profile:

This role sits within the Retail team. You will work as part of the team to build product stories and bring V&A Dundee product narratives to life online and on 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 total sales and margins from all online transactions. The role involves working closely with collaborative partners and third-party service providers as well as teams within the organization to deliver engaging content and exceptional user experiences to achieve financial ambitions including conversion and traffic improvements.

You will be responsible for the day-to-day performance, reporting, identifying trends, foreseeing potential issues and viable solutions in relation to trading performance, making appropriate recommendations, and developing action plans as necessary for the retail website & retail specific social media channels.

You will own and deliver the shop website and social channels functionality, usability, and customer engagement to achieve all required KPIs.

Duties and Responsibilities:

Priorities of the role will be determined in line with V&A Dundee business plan – this may include optimising our eCommerce website to reach more customers, achieve conversion targets, reduce bounce rates and pain points in the user journey.

Responsible for preparing communication proposals to the Retail Manager in order to achieve sales targets as outlined in V&A Dundee business plan.

Responsible for SEO, improving search engine rankings and creating a viable online PPC/re-targeting strategy, working with the relevant internal teams.

Responsible for building a retail specific customer database, with Audience and Media colleagues who manage the marketing and communications for V&A Dundee, which involves creating segmented groups to target with different stories, messages and products.

Track and analyse data and sales to report on a regular basis to a variety of stakeholders.

Managing an annual marketing and communications budget, proposing how the budget will be used to optimise major product launches and key seasonal events throughout the year.

Seek the most cost-effective solutions to ensure KPIs are being met.

Use social media channels (specifically for V&A Dundee retail) to establish and engage with new and existing audiences.

Responsible for replying to customer comments, questions and feedback ensuring the appropriate course of action is taken with the ability to tailor responses as and when required.

Build customer groups to segment content messaging and target specific audiences by interest, location and psychographics.

Develop and manage regular retail-specific emails to our audiences, working closely with colleagues in Audience and Media.

Establish a retail-specific V&A Dundee content calendar linked to relevant weekly sales and traffic plans.

Organise and support the photography process of all new products to build a bank of image and video assets to deliver V&A Dundee retail-specific content calendar.

Attend regular meetings with Audience and Media colleagues to align on upcoming promotions, new products, key brand and organisational messaging.

Ensure that the retail-specific website, email correspondence and social media channels are optimised and developed with excellent storytelling ahead of key seasonal campaigns.

Planning future campaigns months in advance, focusing on product launches and other significant and relevant dates.

Creation of engaging content driven communications to launch product stories.

Deadline for applications: no later than 11.59, 07 April 2023. Interviews will take place on 25 April 2023.

Application Deadline: Friday 07/04/2023