# E-commerce & Insight Manager – Merchandise at Silverstone > Location unclear · Manager · Other · open. Source: https://alderhq.app/jobs/pinpoint%3Asilverstone%3A576925 (read 2026-11-08). ## Facts (observed) - Company: [Silverstone](https://alderhq.app/companies/silverstone) - Location text: Silverstone, Northamptonshire - Where it can be done from (inferred): Location unclear (evidence: "Location: Silverstone, Northamptonshire") - Posted: already open when tracking began; date unknown - First seen by alder: 2026-11-04 · last verified: 2026-11-04 - Reposted: 0 times · edited: 0 times - Apply on the employer's site: https://careers.silverstone.co.uk/en/postings/5b3f6d66-651c-4e9b-93d6-ea39e1b6abf5 ## Pay and sponsorship - Posted pay: not posted ## Description (the employer's text) This is a high-impact, hands-on role responsible for driving the growth of Silverstone’s online merchandise business. You will lead e-commerce performance and take full ownership of the end-to-end online retail operation, from product launch and retail campaigns through to fulfilment, customer experience and click & collect. This role sits at the centre of a fast-paced, event-led retail operation and requires a balance of commercial ownership, operational delivery and cross-functional collaboration. ### Responsibilities Key Responsibilities E-commerce Performance & Trading - Own the online store and drive commercial performance across revenue, conversion and customer value - Build and deliver a trading plan aligned to key events (British Grand Prix, MotoGP, Silverstone Festival, CarFest and seasonal events including Christmas and Lap of Lights) - Manage product launches, pre-orders and event-driven product drops - Manage discounts, promotions and access for partners, staff, SRC and Escapade, ensuring strong commercial control and return - Continuously optimise the online experience to maximise sales and conversion Marketing Alignment & Brand Ownership - Work closely with the Marketing partner to ensure retail and merchandise are fully represented across all channels - Lead retail campaign planning, promotions and product launches - Ensure strong SEO performance and onsite optimisation - Provide clear briefs and direction to Marketing to support commercial objectives - Maintain control of brand usage, messaging and product presentation across all retail touchpoints - Ensure all activity meets Silverstone brand standards and protects brand integrity Digital & Onsite Marketing - Manage online merchandising, homepage content, banners and promotions - Support delivery of campaigns - Use reporting and insight to improve performance and customer engagement - Stay up to date with emerging technologies, including AI, to enhance e-commerce performance, customer experience and operational efficiency Fulfilment & Operations (Hands-On) - Own the full online order lifecycle from purchase through to dispatch - Oversee picking, packing and shipping processes - Work closely with warehouse and couriers to maintain service levels - Hands-on involvement in fulfilment working alongside the warehouse team - Set up and manage an express delivery service alongside the standard delivery options Click & Collect - Lead the setup and ongoing delivery of click & collect - Work alongside the Megastore Manager to set up and manage click & collect locations - Ensure smooth integration between online and physical retail - Continuously improve operational efficiency and customer experience Product & Content Management - Manage the online product catalogue (pricing, descriptions, imagery and stock availability) - Work closely with Buying and Marketing on launches and timelines - Prepare and despatch all stock samples for photography - Coordinate delivery of product imagery and content - Ensure all content is optimised for SEO, conversion and brand consistency Customer Experience - Own the end-to-end online customer journey - Manage queries, returns and refunds efficiently - Resolve customer service issues effectively, ensuring a positive outcome and protecting the Silverstone brand - Identify trends and implement improvements to service and processes Reporting, Analytics & CRM - Work closely with internal stakeholders to produce regular reports on online sales performance, conversion rates, traffic and product performance - Analyse data to identify trends, risks and opportunities, and provide clear, actionable insights to drive commercial decisions - Monitor and report on the effectiveness of promotions, campaigns and event trading - Utilise CRM data to support customer targeting, retention and engagement strategies - Work with Marketing to develop and optimise customer journeys, segmentation and email marketing activity - Ensure customer data is captured, maintained and used effectively to support growth. Compliance & Brand Protection - Ensure compliance with UK distance selling regulations and consumer rights - Maintain accurate terms and conditions, delivery and returns policies - Liaise with Legal on brand protection activity - Identify and escalate unauthorised use of the Silverstone brand, including by unlicensed third parties - Support enforcement activity where required - Ensure all communications and product presentation reflect brand standards Key Performance Indicators (KPIs) - Performance in this role will be measured against: - Online Revenue Growth: - Deliver agreed year-on-year online sales growth targets Conversion Rate: - Improve and maintain website conversion rate performance through optimisation of the customer journey Dispatch SLA: - Ensure orders are dispatched within agreed timeframes (e.g. % dispatched within 24–48 hours) - Order Accuracy & Customer Experience: - Maintain high levels of accuracy, service quality, and minimal customer complaints/returns - Campaign & Promotion Performance: - Deliver measurable results across event campaigns, promotions and digital activity ### Skills - Proven experience in e-commerce and digital marketing within retail - Strong commercial mindset with ownership of sales performance - Experience managing fulfilment and operational processes - Ability to work cross-functionally with Marketing, Buying and Operations - Strong organisational and problem-solving skills - Comfortable in a fast-paced, event-driven environment Additional Requirements - Flexible working approach including weekends and peak events - Willingness to be hands-on across all aspects of the role - Willingness to support department event activity which can include extended hours and weekends. --- Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/pinpoint%3Asilverstone%3A576925 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.