Burgundy Hospitality - eCommerce Business Head

Role Overview:

The eCommerce Business Head will own the end-to-end eCommerce business across brands in fashion, gourmet and kids wear, with full accountability for revenue growth, profitability, customer experience, and operational excellence. The role will lead the strategy and execution of digital commerce across all brands, ensuring sustainable growth while maintaining each brands positioning and premium customer experience.

Total Experience: 8 - 15 years

Key Responsibilities:

1. Business Ownership & P&L:

- Own the end-to-end eCommerce P&L across all three brands.

- Drive revenue, gross margin and profitability.

- Develop annual business plans, forecasts and growth strategies.

- Own commercial calendar, pricing, promotions and inventory planning in partnership with merchandising.

2. Growth & Performance Marketing:

- Own customer acquisition and retention strategy.

- Lead performance marketing across Meta, Google and affiliate channels.

- Optimize CAC, ROAS, LTV and conversion metrics.

- Drive CRM, lifecycle marketing and customer retention.

3. Website & Digital Operations:

- Own website merchandising, content, catalogue management and trading.

- Ensure best-in-class site performance, UX and conversion optimization.

- Manage web operations including product launches, promotions and campaign execution.

- Work closely with technology partners to continuously improve the customer journey.

4. Customer Experience:

- Own the complete online customer journey.

- Drive improvements across delivery experience, returns, customer support and post-purchase communication.

- Monitor NPS, CSAT and repeat purchase metrics.

- Ensure a luxury customer experience consistent with each brand.

5. Cross-functional Leadership:

- Partner closely with Brand, Buying, Merchandising, Retail, Supply Chain, Finance and Technology teams.

- Manage external agencies and technology partners.

- Build and lead a high-performing eCommerce team.

Skills & Experience:

- Degree in Marketing, Business Administration, or related field; 8+ years' experience in digital marketing or eCommerce.

- Background in the Fashion or Luxury industry is essential for this role.

- Proven ability to manage P&L and drive profitable online growth across multiple brands.

- Strong expertise in digital marketing (SEO, SEM, performance marketing, social commerce, influencer marketing).

- Hands-on experience with Shopify and related applications; familiarity with CRM and automation tools (email, WhatsApp, loyalty).

- Analytical mindset with capability to interpret data, track KPIs, and act swiftly on insights.

- Excellent communication, stakeholder management, and organizational skills.

- Deep interest in luxury and lifestyle brands with a high level of aesthetic and operational maturity.

- Proven experience managing an eCommerce P&L.

- Experience scaling multi-brand D2C businesses.

- Strong understanding of performance marketing, CRM, merchandising and web operations.

- Experience leading customer experience and digital operations.

- Ability to balance commercial growth with premium/luxury brand positioning.