Fortnum & Mason London, UK
Fortnum & Mason is known around the world for its exceptional quality and service. For over 300 years we have served the best of British and international produce to our customers in our Piccadilly store. We are proud to be the world’s first multichannel retailer, serving our customers around the world through whichever channels they choose comes naturally. Over recent years our digital channels are growing exponentially and we are looking for team members who will continue to drive growth forward whilst at the same time delivering on Fortnum’s core proposition, quality and service for every customer. Reporting to the Senior Online Trading Manager, the purpose of this role is to produce engaging content, supporting an increase in user engagement and conversion, and oversee business application tools resulting in optimisation and continuous improvement of the online customer experience for Fortnum & Mason. The role will be responsible for producing content for the online team across all digital touchpoints, implementing best practice throughout, and will be the data lead across the key technical interfaces including, Microsoft Dynamics AX ERP and Spree Commerce. The successful candidate will be working with HTML and CSS and will be able to adhere to tight deadlines within a complex and highly demanding environment. Key Accountabilities & Interfaces • Working alongside the Content & Copy Manager & Social Media Manager to plan and implement engaging content across all digital touchpoints that drive traffic and strengthens brand identity & tone of voice. Implementing SEO Best Practice throughout, ensuring consistency across all channels. • Collaboration with Buying & Merchandising & Online Merchandising Coordinator to ensure product & category copy & metadata is delivered in sufficient time prior to launch • Assisting in product selection and stock checks for digital communications, ensuring products are aligned with commercial KPIs • Executing, in coordination with external agencies, digital, social and mobile strategy in line with the brand’s objectives and in order to drive brand engagement • Optimise on-site search functionality and results pages, utilising Google Analytics and SLI Systems • Optimising cross/up-sell opportunities throughout brand communications and A/B testing tools • Monitor Google Analytics to ensure page load times do not increase detrimentally, and to aid decisions in site layout based on the user journey • Ensure proper presentation of the online assortment, including product information, category information and website merchandising to ensure the site is maintained to a high standard • Preparing for campaign launches/category refreshes working with HTML and CSS via YAML code editor • Oversee online product management in Microsoft Dynamics AX, and the integration through to Spree Commerce, training both Online & B&M teams on best practice • Utilising knowledge of Microsoft Dynamics AX, Spree Commerce & New Relic to influence decision making/prioritization of new features, processes & systems to optimise the UX, conversion rates and working efficiencies • Utilising Inspectlet Insights & application to enhance UX • User Acceptance Testing (UAT) of new features in staging environment and live testing in production environment, in accordance with agreed test scenarios. Logging of bugs and issues as user stories so that the development team can resolve efficiently. • Creation of bespoke forms using typeform • Observe activity of key competitors/wider retail landscape and any differential online trading tactics, applying learnings to optimise UX & conversion Essential experience/qualifications: • Minimum of one year’s copywriting experience • Previous experience of working in an ecommerce environment. • Previous experience of working with HTML and CSS via YAML code editor • Excellent working knowledge of implementing SEO Best Practice • Good understanding of digital marketing channels • Good working knowledge of all social media platforms. • Working knowledge of Google Analytics • Meticulous attention to detail • Able to learn quickly, and adapt to changing priorities • Comfortable working with different systems and juggling multiple tasks • Ability to work under pressure and prioritise and manage own workload to meet deadlines and manage expectations. • Able to quickly establish and maintain positive internal and external stakeholder relationships. • Self-motivated, and a proactive attitude to work • Educated to degree level in a relevant subject. Desirable: • Luxury and/or food retailing experience • Experience with SQL reporting • Experience with Inspectlet • Experience in UAT • Experience using Typeform • Working knowledge of Microsoft Dynamics AX. • Working knowledge of Spree Commerce. • Working knowledge of New Relic. • Working Knowledge of SLI Systems Key interfaces: Internal: Head of Online & Marketing, Senior Online Trading Manager, Web Development Manager, Content & Copywriting Manager, Digital Marketing Manager, Marketing Managers, Social Media Manager, Online Merchandising Coordinator, Digital Designer, IT, Marketing & Buying & Merchandising Teams External: Web development agency, Digital Marketing Agencies, Analytics and MVT Providers.
15 May, 2019