This position is ideal for someone with experience in online retail with a keen eye and passion for design. We’re looking for someone with great attention to detail, keen analytical and organizational skills and the ability to manage multiple projects with a cool timely head. The role will cover both the Online Shop website and the Ham Yard Store. This position will drive commercial growth, customer excellence and a seamless retail process from the online back end to final delivery. Excellent leadership skills, commercial acumen and entrepreneurial spirit are essential in this role.

This role is based within the Kit Kemp Design Studio department, largely based in our Brentford offices and our Design Studio based in South Kensington. Working closely with the design team this is an exciting opportunity to build up an already existing prestigious brand and team.

Key Duties and Responsibilities 

• Develop and implement comprehensive e-commerce strategies and plans aligned with business objectives to drive online sales growth.
• Manage, maintain, and update the e-commerce platform, ensuring a seamless and user-friendly online shopping experience for customers.
• Manage the visual content ensuring consistency, inspiration and high quality entries. 
• Monitor and analyse market trends, customer behaviour, and competitor activities to identify opportunities for improvement and drive business growth.
• Research and keep a keen interest with the homes interior design and product market – noting key trends for each season and each year, ensuring any new opportunities for aligning with new and exclusive suppliers and makers are presented to the design team.
• Utilise industry best practices, emerging technologies, and digital marketing techniques to optimize the e-commerce website's performance.
• Analyse data, including web analytics and customer insights, to identify areas for improvement and implement strategies to enhance the customer experience and increase sales.
• Prepare regular reports on the performance of the e-commerce platform and shop, including revenue against budget, sales trends, customer behaviour, and campaign effectiveness.
• Full Profit and Loss ownership of Shop Kit Kemp and management of all costs to support growth of sales exceeding budget targets – includes all retail pricing mix, to ensure this is inline, with a hands on, proactive and organized approach
• Manage customer service inquiries promptly and effectively, ensuring high customer satisfaction and resolving issues promptly.
• Monitor and respond to customer feedback, reviews, and ratings to maintain a positive brand image and improve customer satisfaction.
• Managing and driving forward the logistics team, reviewing inventory management is in place, along with assessing holding stock, ensuring top up orders are placed to keep the stock at par level
• Ensuring the monthly inventory audit is completed and matched with accounts team
• Managing the E-commerce team and shop team – ensuring analysis is reviewed and adapted to increase and optimise sales and the customer experience
• Tell the Kit Kemp story across the website and team, demonstrating creativity, consistency and an understanding of the Kit Kemp and Firmdale Hotels brands
• People management; recruiting, training, leading and inspiring the retail team

Key Skills and Values

• Commercial Awareness: Analytical mind and familiarity with data analysis principles
• Experience: you are highly skilled in retail management and especially within the high end online retail operating world.
• Writing: We need a strong copywriter, with an understanding of SEO, as well as an ability to write to our house-style.
• Attention to Detail: You have meticulous attention to detail when it comes to grammar, punctuation and formatting and a passion for getting this ‘just right’.
• Proactive Mind-set: You’re one step ahead when it comes to updates, refreshing copy and images in line with seasonal events and digital best practice.
• Communication: As well as an ability to explain ideas clearly and keep stakeholders up-to-date, we value those who listen to the needs of colleagues and work well with the team.
• Creativity: This is at the heart of what we do and sharing this value is important to us. We’re looking for someone with a keen interest in Kit Kemp and design who can pro-actively imagine new ways of telling our story.
• Research: You’ll be up-to-speed with industry trends and our key competitors to ensure that we’re delivering forward-thinking ideas and offers. 
• Passion: You’re determined to make an impact and will go above and beyond to meet deadlines, Thrives under pressure with impeccable skills in reporting and analysis across multiple systems
• Time Management: Entrepreneurial spirit and resilient, can do attitude with a laser focus on getting the job done with excellent organizing and leadership skills to meet deadlines and preparing critical paths from production to product to online. 

What We Offer:

This position is ideal for someone with experience in online retail with a keen eye and passion for design. We’re looking for someone with great attention to detail, keen analytical and organizational skills and the ability to manage multiple projects with a cool timely head. The role will cover both the Online Shop website and the Ham Yard Store. This position will drive commercial growth, customer excellence and a seamless retail process from the online back end to final delivery. Excellent leadership skills, commercial acumen and entrepreneurial spirit are essential in this role.

This role is based within the Kit Kemp Design Studio department, largely based in our Brentford offices and our Design Studio based in South Kensington. Working closely with the design team this is an exciting opportunity to build up an already existing prestigious brand and team.

Key Duties and Responsibilities 

• Develop and implement comprehensive e-commerce strategies and plans aligned with business objectives to drive online sales growth.
• Manage, maintain, and update the e-commerce platform, ensuring a seamless and user-friendly online shopping experience for customers.
• Manage the visual content ensuring consistency, inspiration and high quality entries. 
• Monitor and analyse market trends, customer behaviour, and competitor activities to identify opportunities for improvement and drive business growth.
• Research and keep a keen interest with the homes interior design and product market – noting key trends for each season and each year, ensuring any new opportunities for aligning with new and exclusive suppliers and makers are presented to the design team.
• Utilise industry best practices, emerging technologies, and digital marketing techniques to optimize the e-commerce website's performance.
• Analyse data, including web analytics and customer insights, to identify areas for improvement and implement strategies to enhance the customer experience and increase sales.
• Prepare regular reports on the performance of the e-commerce platform and shop, including revenue against budget, sales trends, customer behaviour, and campaign effectiveness.
• Full Profit and Loss ownership of Shop Kit Kemp and management of all costs to support growth of sales exceeding budget targets – includes all retail pricing mix, to ensure this is inline, with a hands on, proactive and organized approach
• Manage customer service inquiries promptly and effectively, ensuring high customer satisfaction and resolving issues promptly.
• Monitor and respond to customer feedback, reviews, and ratings to maintain a positive brand image and improve customer satisfaction.
• Managing and driving forward the logistics team, reviewing inventory management is in place, along with assessing holding stock, ensuring top up orders are placed to keep the stock at par level
• Ensuring the monthly inventory audit is completed and matched with accounts team
• Managing the E-commerce team and shop team – ensuring analysis is reviewed and adapted to increase and optimise sales and the customer experience
• Tell the Kit Kemp story across the website and team, demonstrating creativity, consistency and an understanding of the Kit Kemp and Firmdale Hotels brands
• People management; recruiting, training, leading and inspiring the retail team

Key Skills and Values

• Commercial Awareness: Analytical mind and familiarity with data analysis principles
• Experience: you are highly skilled in retail management and especially within the high end online retail operating world.
• Writing: We need a strong copywriter, with an understanding of SEO, as well as an ability to write to our house-style.
• Attention to Detail: You have meticulous attention to detail when it comes to grammar, punctuation and formatting and a passion for getting this ‘just right’.
• Proactive Mind-set: You’re one step ahead when it comes to updates, refreshing copy and images in line with seasonal events and digital best practice.
• Communication: As well as an ability to explain ideas clearly and keep stakeholders up-to-date, we value those who listen to the needs of colleagues and work well with the team.
• Creativity: This is at the heart of what we do and sharing this value is important to us. We’re looking for someone with a keen interest in Kit Kemp and design who can pro-actively imagine new ways of telling our story.
• Research: You’ll be up-to-speed with industry trends and our key competitors to ensure that we’re delivering forward-thinking ideas and offers. 
• Passion: You’re determined to make an impact and will go above and beyond to meet deadlines, Thrives under pressure with impeccable skills in reporting and analysis across multiple systems
• Time Management: Entrepreneurial spirit and resilient, can do attitude with a laser focus on getting the job done with excellent organizing and leadership skills to meet deadlines and preparing critical paths from production to product to online. 

What We Offer: