Online Trading Manager - Maternity Cover

At the heart and soul of London since 1895 West Ham United is a dynamic, fan-focused football Club constantly moving forward but always with an eye on the past.

Our home at the London Stadium has a capacity of 62,500 making it one of the biggest club Stadia in the country however our tickets are the lowest priced for London based clubs in the Premier League, echoing objectives to create Affordable Family Football.

In 2018, our Women's team gained a professional status for the very first time, jumping 2 divisions and competed in the Women's Super League (WSL), the premier division of women's football in England. After finishing a respectable 7th, the team enjoyed particular success in the FA Cup reaching the final of the competition, eventually being beaten by 2017 winners Manchester City.

In April 2019, we opened our brand-new Academy facility based at Chadwell Heath which will help to bring through some of the very best talents in the area, the recent emergence of First Team Players Declan Rice and Ben Johnson are a testament to the work already being done at the Academy.

On the business side, we are continuing to create a Stadium our supporters can call home, with the renaming of the Billy Bonds Stand and Claret and Blue pitch surrounding amongst the latest developments. Additionally, the Club has achieved the Disability Confident Leader status.

The Club employees a constantly growing workforce of approximately 300 core staff and 500 Foundation and events staff, and is a truly unique place to work. We welcome talented individuals who will thrive in our ambitious organisation.

In October 2023, West Ham United was awarded the Advanced level of the Premier League Equality, Diversity and Inclusion Standard, recognising the Club’s ongoing dedication and commitment to equality, diversity and inclusion (EDI). It is the second time West Ham United has received the award, which is the top accolade that can be achieved by Premier League clubs, having first been presented with the Advanced level in 2020.

Online Trading Manager

Location: London Stadium, Stratford

Hours: 37.5 hours per week (Hybrid working, minimum 3 days per week on site)

Contract: 1 year Fixed Term Contract (Maternity cover)

We are recruiting for an Online Trading Manager on a 12 month fixed term contract. Within this role you will oversee the day to day operations of the stores website but also maximise and increase online sales, optimising the customer shopping experience. You will be required to have a strong understanding of customer buying behaviour, site analytics, optimisation and merchandising Principles.

Main Responsibilities

• Use business analytics and business tracking tools to benchmark, measure and analyse key performance indicators as set out by Management.

• Reviewing demand, returns and stock availability to meet stakeholder expectations as outlined by management.

• Ensure maximum stock availability for the website allocating stock where necessary to plan for demand.

• Planning and executing retail content from concept to stock management, to achieve the desired aesthetic.

• Responsible for the retail digital marketing calendar including the retail email plan.

• Create and manage all retail campaigns, along with the development of campaign specific landing pages.

• Overseeing campaigns from planning to implementation. This will include kit launches, player signings and Black Friday/Christmas activity.

• Oversee all data entry for products ensuring all information is accurate, up to date, has correct assets and pricing Managing.

• To be responsible for content management, including populating content and ensuring the sites are visually merchandised commerically.

• Responsible for website optimisation, including site recommendations and site search.

• Responsible for planning the auction site’s weekly activities, managing the auction calendar and continuing to optimise the auction site.

• Maintaining accurate information across static pages and store information.

• Responsible for project managing and overseeing the implementation of new software, services and tools to the site and back-end systems.

• Troubleshooting and support for EPOS and Pricing queries from stores. Providing out of hours support when needed.

• Manage relationships with logistics partner, overseeing and optimising speed of delivery, international shipping and price competitiveness.

• Be active in the operations of the online store packing team, keeping up to date with service levels, backlogs, or issues.

• Oversee and support the customer service team regarding communicating site promotions/changes, along with customer facing queries.

• To work with business stakeholders across the A/B Testing strategy to understand the customer journey, keeping UX at the forefront.

• Development of the online store capability roadmap, leading the thinking for ecommerce and detailing future functionality.

• Managing the relationship with the website provider to deliver a best-in-class online experience.

• Co-ordinate retail photoshoots with player care/appearance team to ensure all clothing is photographed on a player.

• Championing the needs of the customer, to create an omni-channel experience, ensuring key touch points such as mobile are fully optimised.

• Working with the club’s wider teams to ensure retail focus is fully supported during the matchday experience and that all content is accurate.

• To work collaboratively with all key internal business stakeholders across management, IT, marketing, and digital marketing on the online store.

• To manage external relationships with the hosts and third parties accordingly, to deliver the best support to the business possible.

• Completing adhoc tasks when outlined by management.

You will be required to work Matchdays. There are 3 areas where you must be trained in at least one: Tills, Prep room or Shirt printing.

Shift times as required:

KICK OFF SHIFT TIME

3pm 9am-7pm

12/1pm 9am-6pm

7:45/8pm 9am-9:30pm

7:45/8pm 9am-10pm

You will be required to work across busy periods of time to support the online store i.e. Kit Launch, Black Friday, December and promotional periods.

Skills/Knowledge/Experience;

• Experience in an ECommerce trading management position role for a sports or fashion retail business.

• Trading experience with a track record of delivering sales growth.

• Passion for customer experience - developing content & promotional roadmaps for ECommerce sites, with a knowledge of CMS & analytical

platforms.

• Active communicator - confident in communicating with a broad range of internal and external stakeholders such as logistics, supply chain,

performance marketing etc

• Excellent attention to detail - effective with communications and have proven ability to manage multiple, competing priorities simultaneously.

• An analytical mindset with experience of analytics tools.

• Strong leadership and management skills - trusted and proud ambassador for our club while empowering and developing your team.

EDI Statement

Our club's history is rooted in a solid commitment to equity, diversity, and inclusion, and we openly strive to be leaders in promoting EDI values. West Ham United is tactical in its approach to addressing inequity and prioritising the undertaking of meaningful and lasting change for all.

We prioritise removing barriers to attracting and engaging the best talent from all communities. We are proactive in creating equal access to opportunities and benefits for everyone and a discrimination-free environment where everyone experiences being treated with dignity and respect regardless of their background, circumstances, or protected characteristics.

Safeguarding

At our Club and Foundation, we advocate a proactive approach to ensure every child and adult has the right to experience safety and be treated with care, respect, and dignity. Therefore, we prioritise protection from harm and promote safeguarding good practice and compliance as an integral part of all our operations and engagement. This includes conducting robust, safer recruitment checks to identify any potential risks associated with individuals who may pose a threat to children or adults who are at risk of harm.

Staff must follow the Club’s Safeguarding reporting procedures to report without delay allegations of abuse, poor practice, or anything else that is or may impact the welfare of a child, young person, or adult at risk. After contacting and taking guidance from the Safeguarding Team, staff must use the Club’s Child Protection Online Management System (CPOMS) to record the concern within 24 hours unless directed otherwise.