The Design Museum is the world’s leading museum devoted to contemporary design in every form from furniture to graphics, and architecture to industrial design. The museum reopened in a fantastic new building in Kensington in 2016 and has since welcomed almost 1.5m visitors. The online shop is a significant and growing part of the museum’s retail presence.
The Design Museum Shops, including the online shop, sell a unique selection of classic, beautiful, new, and cutting-edge books, objects and gifts focusing on architecture, furniture and all aspects of design from graphic design to fashion, with every purchase supporting the Design Museum.
An exciting new opportunity has arisen for an eCommerce Manager to drive forward eCommerce strategy and manage all aspects of the online shop.
The eCommerce Manager is responsible for the operational management of eCommerce channels, leading and owning site functionality, usability, and customer engagement, while delivering commercial targets, building foundations for ongoing business growth, and continuously delivering an exceptional retail brand experience online.
In conjunction with the Head of Commercial, the post holder will be responsible for devising eCommerce strategy, creating, planning and implementing objectives to deliver key strategic outcomes.
- Lead the ecommerce function to increase sales, delivering revenue and profit targets. Drive continuous improvement and efficiencies.
- Ensure that products and services delivered meet the objectives set against them, including quality, timescales and budget.
- Ensure all agreed KPIs, including website traffic, conversion rates, average order values and repeat customers, are delivered effectively and efficiently.
- Identify and evaluate opportunities for eCommerce income generation including new audiences. Analyse commercial risks and prepare and present a business case where appropriate.
- Manage and regularly review current and future third-party service provider contracts, ensuring partnerships are operating effectively and delivering objectives.
- Ensure all activity and initiatives are delivered to budget and all spend is negotiated to maximise value.
- Create and deliver an effective SEO strategy.
- Maintain an awareness and understanding of competitor activity through regular review, utilising knowledge to develop and inform Design Museum eCommerce strategy
Marketing, Reporting and analysis
- In partnership with the buying and merchandising team prepare and analyse weekly, monthly, and quarterly performance reports to improve product availability and online profitability
- Drive year on year growth of the retail customer database.
- Utilise website analytics to understand trends and improve customer conversion rates.
- Develop and deliver a marketing strategy to deliver year-on-year online growth. Work closely with the digital marketing team to implement the email and content calendar, ensuring optimum integration with social and digital marketing campaigns. Implement and track all digital marketing activities.
- Develop and deliver agreed promotional activity, evaluating and reviewing the effectiveness of available discount and promotional tools and messaging.
User experience and content management
- Ensure the website is optimised across all online platforms to deliver an accessible and seamless customer experience.
- Maintain the online product range by ensuring all products are correctly categorised, uploaded and described with images to maximise appeal of the products
- Work closely with the buying and merchandising team to ensure the vision for the product offer is reflected in the online shop.
- Be the expert on our customer, acting on customer feedback, usability testing results, web analytics, CRM insights, and social media reporting.
- Ensure that all creative on the website meets and reflects brand guidelines and ensure appropriate tone of voice.
- Provide high quality customer service, ensuring all queries are resolved efficiently.
- Maintain and regularly review competitively priced delivery options, including international delivery.
- Embed our climate conscious values within the team and the eCommerce operation, and communicate these values effectively across eCommerce channels.
- Lead and inspire direct reports to achieve the highest level of performance and develop their skills and talents to enable them to reach their full potential
- Manage staff in accordance with museum’s policies and procedures
- Work with and support volunteers and ensure their full integration into the museum
Knowledge, skills, experience
- Retail ecommerce management experience
- Demonstrate strong analytical skills – able to interpret extensive data to make actionable recommendations
- Experience of web analytic tools
- Excellent communication skills both verbal and written
- Excellent organisational skills with the ability to prioritise and delegate effectively
- Able to engage, motivate and influence internal teams
- Experience of working with a buying and merchandising team to forecast sales, deliver an effective promotion strategy and ensure a profitable product mix
- Self-motivated, results driven, and able to work at pace
- Knowledge of UK ecommerce industry and experience of digital marketing including social media
- Able to develop an in-depth understanding of the Design Museum customer and implement strategies to increase basket size and conversion rates
- Demonstrable digital design skills would be advantageous
- Awareness of GDPR and relevant data protection legislation
- Experience of Shopify platform
Terms and conditions
Salary: £31,000 per annum
Holidays: 25 days per annum + christmas eve (museum closed)
Hours: full-time, 37.5 hours/5 days per week, usually Monday to Friday.
Location: the museum is trialling a part-remote working arrangement, where staff work 60% of their role at the museum and 40% remote.
Closing date: Sunday 2nd October, midnight
Interviews: Tuesday 11th October
For all the latest job vacancies at the Design Museum, please visit our Careers page to apply via our online portal. During the application process you will be asked to download an application form. The completed application form must be reuploaded onto your application. Please note we are not able to accept other forms of application for our job roles.
Design Museum Staff Benefits
Employees are entitled to 25 days holiday, rising to 26 days after two years’ service and 27 days after five years’ service, plus 8 days Bank Holiday and Christmas Eve (museum closed), pro-rata for part-time employees. Other benefits include access to a defined contribution pension scheme, an employee assistance programme, season ticket loan, cycle to work scheme, free entry for friends and family to the museum, a variety of staff discounts including the museum shop and free entry to a wide number of galleries and museums in London.
All eligible staff will have access to the Design Museum Defined Contribution Pension Scheme. An employees pay a minimum amount of 4% of their pensionable salary every month. On top of this payments are made into the employee’s pension by the museum of 4% of the employee’s pensionable salary. Total paid into an employee’s museum pension = 8%.
Hours of Work
Full-time employees are required to work no less than 37.5 hours per week and the standard working day is 9.30am – 6.00pm which includes a daily 1-hour break (30 minutes paid and 30 minutes unpaid). Hours for part-time employees are pro-rated accordingly.
Diversity and Inclusion
The museum pro-actively seeks to collaborate with institutional partners, individuals, and networks to realise its commitment to build a culturally diverse workforce. We positively encourage applications from underrepresented groups and consider candidates who are suitably qualified and eligible regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
About the Design Museum
The Design Museum is located in London and is the world’s leading museum devoted to architecture and design, It makes the impact of design visible and is the only place in the UK where the design industry, education and the public can come together to change the way people think about themselves and the future.
Since it opened its doors in 1989 the museum has displayed everything from an AK-47 to high heels designed by Christian Louboutin. It is a registered charity that has staged over 100 exhibitions, welcomed over seven million visitors and showcased the work of some of the world’s most celebrated designers and architects including Paul Smith, Zaha Hadid, Jonathan Ive, Frank Gehry, Eileen Gray and Dieter Rams.
On 24 November 2016, The Design Museum relocated to Kensington, west London. Leading architectural designer John Pawson converted the interior of a 1960s modernist building to create a new home for the Design Museum giving it three times more space in which to show a wider range of exhibitions and significantly extend its learning programme.
Since July 2020 and throughout the pandemic, the museum has received funding from the National Lottery, Arts Council England, and the government, through the Cultural Recovery Fund.
Our vision, purpose, mission, and values
Our vision is a world where everyone values design
The purpose of the Design Museum is to make the impact of design visible
- To build public awareness of design by connecting design with people’s lives and passions
- To reflect the designer’s role at the forefront of social, technological, and environmental change
- To serve the design community. Design is a practice, a diverse discipline, infinitely rich in approaches and characters. It is a young discipline, whose role in the world is evolving. Our unique approach to working with designers is to invite them to ‘think in public’
The museum’s core values are collaborative, welcoming, enterprising, and forward looking.
Application Closing Date: 02 October 2022
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