Job Description

Job Title:

Head of Ecommerce

Company:

T H Baker

Location:

Kidderminster, UK (Office-based)

Employment Type:

Full-Time (40 hours per week)

Salary:

45,000 - 50,000 per year (dependent on experience)

About Us

T H Baker is a respected, family-owned jeweller with a proud heritage dating back to 1888. Still operated by the same family, we combine traditional values with a forward-thinking approach to modern retail. Alongside our nationwide store network, we manage a diverse and successful portfolio of ecommerce websites.

Our Kidderminster head office is home to all departments--from customer service to content, dispatch to development--which fosters a collaborative, friendly working environment and a strong sense of team across the business.

The Role

We're seeking an experienced and dependable Head of Ecommerce to lead the day-to-day performance of our online operations and in-house teams. This is a senior, people-first role, ideal for someone who enjoys mentoring teams, organising complex workflows, and ensuring that all departments operate in harmony to deliver a seamless customer experience.

In addition to daily oversight, this role offers the opportunity to work closely with company directors to shape the strategic direction of the business across all platforms and channels.

You Will Oversee the Following Internal Teams:

Digital Marketing (including SEO, Google Ads, Social, and Email) Customer Service Web Development & Admin Content & Copywriting Photography & Visual Media
You will also work very closely with the dispatch and fulfilment team.

Key Responsibilities

Lead, mentor, and grow the ecommerce and customer service teams, promoting a collaborative and high-performance culture. Expand and execute our sustainable marketplace strategy across UK and international platforms. Oversee the day-to-day running of five ecommerce websites and associated digital channels. Manage and support in-house departments to deliver seamless workflows and exceptional customer service. Build and maintain senior-level relationships with external partners and digital platform contacts. Identify opportunities for growth across existing websites and new digital markets. Take a leading role in the expansion of our social commerce presence, aligning it with marketing and visual content strategies. Define and refine the Customer User Journey (UX) across desktop, tablet, and mobile--improving navigation, search, filtering, and merchandising to increase conversions and reduce bounce rates. Provide actionable insight by monitoring ecommerce KPIs, analytics, and marketplace data. Lead our long-standing affiliate partnerships, sharing performance data, marketing assets, and commercial updates in line with the wider business strategy. Use and enhance our CRM system to improve customer retention, campaign targeting, and lifecycle engagement. Understand overall profitability across seller categories, fulfilment methods, and channel-specific fees. Monitor social trends and evolving creative formats, ensuring that our content and advertising remain engaging, modern, and on-brand. Collaborate with the Ecommerce Director on strategic projects, campaign planning, and business performance reviews. Continually seek improvements in people, process, and platforms to future-proof the business and support sustainable growth.

About You

Substantial experience in ecommerce operations or senior management roles. Excellent team leader with a clear, supportive, and strategic approach to people management. Knowledgeable across ecommerce workflows including fulfilment, customer service, marketplaces, digital marketing, and UX. Comfortable analysing performance using GA4, ecommerce dashboards, and CRM tools. Experienced in building relationships with third-party partners, affiliate networks, and service providers. A commercially minded operator with experience in margin awareness, shipping logistics, and marketplace fee structures. Organised, dependable, and proactive--someone who thrives on team cohesion and continuous improvement. Up to date with trends in ecommerce, social media, and customer experience design.

Desirable

Experience in retail, jewellery, or a multichannel/multi-brand ecommerce environment Familiarity with platforms such as Magento or Shopify A keen eye for detail and passion for delivering customer-first online experiences

What We Offer

Competitive salary: 45,000 - 50,000 depending on experience 5 weeks of annual leave, plus bank holidays Free parking Generous staff discount across all our brands A warm, friendly team in a family-owned business with over 130 years of history A long-term opportunity to lead a capable team and make a lasting impact across all digital channels

Please note this is an office based role and is not suitable for home working.

How to Apply

Please submit your CV and a detailed covering letter via Indeed, or email to hannah.shaw@thbaker.co.uk

Job Type: Full-time

Pay: 45,000.00-50,000.00 per year

Benefits:

Employee discount
Work Location: In person