Online Sales Manager

Job Purpose and Scope

To lead and develop St Luke’s online sales operations, maximising revenue through various e-commerce platforms and building a strong online sales team.

Main Duties

• Build and lead the online sales team to maximise online sales profits by setting and maintaining high standards of online listings, stock control, and customer/donor care while containing operating costs.
• Manage and develop the Online Sales team – both staff and volunteers.
• Establish new income streams via different online selling platforms.
• Work closely with the Operations & E-commerce Manager and DC Manager to ensure effective day-to-day running of the business.
• Develop efficient procedures and systems and provide clear operating guidelines to staff and volunteers.
• Collaborate with the Hospice’s Communications team to influence content on company websites and social media to drive sales and awareness of our online offering.
• Manage online team staff recruitment, induction, and training programmes in conjunction with the Operations and E-commerce Manager & HR.
• Develop volunteer recruitment and training in conjunction with shop-based staff and the Retail Volunteering Development Manager.
• Ensure the implementation of weekly reporting through Key Performance Indicators (KPIs) to aid in the management and support of the online operation.
• Contribute to forward planning and online sales development.
• Monitor and respond to market conditions, tailoring stock mix to opportunities and competitor activity.
• Seek and develop innovative new online trading and business opportunities to increase income.
• Ensure all orders are confirmed and customers are communicated with effectively.
• Ensure posting and packaging are done on time.
• Maintain familiarity with eBay’s policies.
• Perform regular analysis of key competitors.
• Ensure consistent standards across all online areas.
• Promote Gift Aid where appropriate.
• Carry out any other duties or general tasks as may reasonably be required within the scope, spirit, and purpose of the job, the title of the post, and its grading, as requested by the Line Manager or their higher level of authority.

Person Specification

Essential:

• Experience with eBay and other selling and buying platforms.
• Experience in pricing and listing retail products online.
• Ability to understand and analyse sales figures.
• Ability to manage and lead a team.
• Accuracy and attention to detail.
• Ability to work to tight deadlines.
• Logical and analytical approach to work.
• Planning and organising skills.
• Strong commitment to customer service.
• Imagination and initiative.
• Ability to work with minimum supervision.
• Ability to implement change effectively.
• A good standard of education including numeracy and IT skills.

Desirable:

• Social media knowledge.
• Knowledge of Thriftify and Shopiago or any other multichannel selling platform.
• Previous experience in the Charity sector.