Head of eCommerce

Hybrid opportunity (min 2 days per week in the office in Wallington, Surrey) At a glance We are here to enrich lives and well-being through travel. To bring that to life, we know our success is driven by our exceptional people. We create wish-list holidays. The type of holidays that people have always dreamt of doing. We bring those dreams to life and are the trusted friends of our loyal customers. We believe in being a truly customer and colleague centric business. We expect our teams to really understand our holidays, so you'll get the chance to visit some of our wonderful destinations. These trips are hard work, but you'll see some amazing things and enjoy unique experiences. Our office in Wallington, Surrey is focused, and results-driven, but lots of fun, full of like-minded people who are all in the business of creating these amazing experiences. Role profile The Head of eCommerce role at Newmarket Holidays represents a unique opportunity to lead a strategically critical area within a company poised for significant growth. Newmarket Holidays has experienced a period of strong profitable growth following the pandemic. With the backing of private equity investors Soho Square, the company is well-positioned to continue this upward trajectory. The eCommerce function is a cornerstone of this growth strategy, providing the Head of eCommerce with the chance to shape and drive this vital area. Following the launch of our new website in August 2024, we are entering an exciting phase of digital transformation. With increased investment in modern measurement tools and a strong focus on leveraging customer data, the Head of eCommerce will have the tools and support to make data-driven decisions that enhance customer experience, boost acquisition, and drive retention. This role offers the chance to:

• Influence Strategic Growth: Lead the development and execution of eCommerce strategies that directly contribute to the company's ambitious growth plans.
• Leverage Cutting-Edge Technology: Work with advanced analytics platforms and modern measurement tools to optimise performance and maximise the value of customer data
• Shape the Future of Digital Travel: Be part of a digitally forward-thinking organisation, using your expertise to deliver personalised, seamless, and memorable customer journeys.
• Collaborate Across Teams: Build strong partnerships with marketing, technology, and sales to align efforts and deliver impactful results.
This role requires an acute understanding and ability to execute business strategy, digital marketing, website traffic generation, conversion optimisation, email marketing, data analysis, and team leadership to effectively drive sales, optimise the customer journey, and strengthen the online presence of Newmarket Holidays. Strategic Leadership: Lead the planning and implementation of all eCommerce activities in line with business objectives, driving increased website traffic, improved conversion rates, and profitable growth. This includes enhancing online visibility and leveraging insights to optimise the customer journey.
• Digital Marketing Expertise: Oversee and refine digital marketing efforts, including SEM, SEO, PPC, and social media, to maximise audience reach, engagement, and acquisition. Collaborate with teams to design and execute personalised, data-driven email marketing campaigns that drive retention and lifetime value.
• Data-Driven Decision Making: Utilise advanced analytics to identify trends, monitor performance, and inform strategic decisions. Work closely with the Attribution and Technology teams to harness insights and optimise both B2C and B2B platforms.
• Content Excellence: Strive for best-in-class website content that reflects the Newmarket Holidays brand, ensuring alignment with marketing campaigns and customer expectations.
• Team Leadership: Manage, train, and mentor the eCommerce team, empowering them to deliver on strategic objectives. The team will focus on website optimisation, digital marketing, email marketing, content creation, and sales performance.
• Customer Journey Optimisation: Identify opportunities to improve user experiences across all devices and platforms, with a focus on increasing conversion rates and fostering long-term customer loyalty.
• Cross-Functional Collaboration: Promote a digital-first approach across the organisation, building strong relationships with internal teams to align eCommerce strategies with overarching business goals., Driving business performance by developing and implementing a strong eCommerce strategy, optimising the customer experience, staying up to date with the latest technologies and trends, measuring and analysing performance, building a strong team, and managing relationships.
• Work with the Chief Commercial Officer to agree priorities.
Responsibility for the company website(s) and its' ability to acquire customers through the B2C, B2B & reservation platforms. This requires agility as these have different business requirements and rules, different customers, and differing behaviours and user journeys.
• Develop and execute a comprehensive eCommerce strategy, including acquisition (SEM, SEO, PPC), conversion rate optimisation, and customer retention initiatives informed by data insights and market trends.
• Establish processes and be the business lead on all eCommerce related projects.
• Leading, managing, developing, and mentoring the eCommerce team, happy to be hands-on in delivering strategic leadership.
• Managing and supporting the Website Manager to develop class-leading user experience on the website(s) - across all devices, taking specific note of the emerging trends in mobile, tablet and other new tech.
• Supporting the delivery of website innovations to generate revenue including API's, white label, and affiliates.
• Make recommendations for UX improvements to the customer journey to generate higher organic traffic and attributed revenue, working closely with the Website Manager on execution.
• Management of eCommerce related budgets, cost and revenue targets
• Constantly striving for content improvement and excellence.
Develop strong working relationships with all internal teams, specifically Sales, Marketing & Technology
• Appointment, review & management of agencies / third party providers related to areas of eCommerce.
• Managing and supporting the Digital Marketing Manager with social media communication on the B2C platform with the ability to demonstrate organic social media marketing for above average growth.
• Responsible for affiliate marketing, working closely with the Digital Marketing Manager, Marketing & Brand, and Acquisition teams as appropriate/relevant on execution and delivery.
• Manage and support the Digital Marketing Manager to maximise social media reach, community engagement, using existing & new tools including internal and external expertise.
• Partnerships and collaboration with other business, affiliates, or platforms to expand the reach and offerings of the business.
• Develop robust measurement, tracking and reporting mechanisms.
• Establish KPI's in line with business requirements utilizing all the analytics at your disposal.
• Continuously monitor and optimise eCommerce performance metrics, leveraging advanced analytics tools to drive data-informed decisions for traffic growth, improved conversion rates, and revenue maximisation.
• Working collaboratively with eCommerce team members, BI team, and other stakeholders.
Constantly focussed on innovation, exploring, and identifying opportunities for growth.
• With support from the eCommerce team, regularly conducting competitor analysis and identifying trends.
• Work with Attribution teams to obtain solid understanding of our customers, their behaviour and purchasing habits.
• With support from the team, oversee creative, campaign landing pages and data optimisation of paid advertising campaigns.
• Working collaboratively with our Finance team to ensure accurate reporting and budget management.
• Always embrace and promote the Newmarket Spirit and Core Values.
• Be aware always of how you are performing and strive to always do better.
• Take responsibility for your own learning, always seeking out new ways to learn and grow, for your own and the company's benefit.
• Be open to giving and receiving great feedback from your team, managers, and peers with a view to improving your performance.
• Be solutions focussed, always finding ways to do things better for our customers, our business, and our colleagues.
  
  Experience in a similar Head of role is preferred.
• Experience in a travel or leisure business is advantageous.
• Relevant degree or work-related professional qualification.
• Skilled at building and leading a high-performing eCommerce team - includes hiring the right people, providing ongoing training and development, and creating a culture of collaboration and innovation.
• Ability to work in a cross functional structure, bringing together cross functional groups of people to achieve results.
• Confident and influential character; with natural gravitas.
• Self-motivated with high energy levels.
• Always present a positive, interested, and co-operative attitude.
• Permanent 'challenge the norm' mantra. A proven entrepreneurial spirit.
• Project management experience with relevant reporting and analysis thereof.
• Proven commercial acumen.
• Extensive knowledge of digital marketing channels (SEO, SEM, PPC, Affiliate Marketing, Display Advertising, Content Marketing, Social Media Marketing, etc.)
• Demonstrated success in managing end-to-end eCommerce projects, from strategy development to implementation, with a focus on measurable results
• Exceptional data literacy, with expertise in analysing complex datasets to uncover actionable insights that drive eCommerce growth and customer engagement.
• Use of relevant data tools including Power BI.
• Exposure to web technologies, XML APIs & web services
• Expert proficiency in Google Analytics / GA4, including implementation, customisation, and daily use to inform strategic decision-making
• Excellent written and oral communication skills
• Excellent customer service skills
• Experience of working within software development life cycles (SDLC)
• Exposure of working within project management environments (e.g. PRINCE2, AGILE or SCRUM).
• Demonstrates passion and approach all tasks in an enthusiastic way.
  
  The Newmarket Spirit is what binds us together. It is our 'who?'.The Newmarket Spirit encompasses five distinct pillars, which have been inspired by people across our organisation.