E-Commerce Manager

Born in exuberant, ebullient Saint Germain, Paris, in 1961, Diptyque is a creator of evocative perfumes for the self and the home, scented skincare products and desirable decorative objects. Striking a balance between reverie, nature and art, Diptyque extends an invitation to step inside a universe replete with creations that set the imagination free to wander.

MAIN PURPOSE AND SCOPE OF THE JOB

Diptyque is a luxury fragrance house, a creator of evocative perfumes for the self and the home, scented skincare products and desirable decorative objects. We are recruiting an experienced, commercially driven and highly organized Ecommerce Manager to lead the day-to-day trading and operations of our UK ecommerce business across both brand.com and retailer.com channels.

This role will be responsible for driving online performance, optimizing the customer journey, managing site and fulfilment operations, and delivering a seamless luxury customer experience across all digital touchpoints.

The successful candidate will work cross-functionally with global and local teams across Ecommerce, CRM, Marketing, Retail, Customer Service, Logistics and Planning to support commercial growth, operational excellence and digital innovation.

JOB TITLE: Ecommerce Manager, UK

REPORTS TO: Head of Ecommerce and Digital UK , with 1 direct report.

LOCATION: Central London

Key Responsibilities

Ecommerce Trading & Site Management

• Own the day-to-day management and trading of the UK brand.com website and key retailer.com partners.
• Execute product launches, homepage updates, GWP activity and seasonal campaigns across all ecommerce channels.
• Manage onsite merchandising, search optimisation and customer journey enhancements to maximise conversion and engagement.
• Monitor site performance, functionality and user experience, proactively identifying opportunities for optimisation and improvement.
• Coordinate closely with HQ and global teams on platform management, site updates, CRO initiatives, A/B testing, product management, merchandising, content updates and digital marketing execution.
• Maintain strong awareness of media campaigns, CRM activity and broader marketing initiatives to ensure alignment across all ecommerce touchpoints and maximise customer engagement and conversion.
• Work closely with development teams on platform enhancements, testing, bug fixes and feature rollouts.
• Support platform management across Shopify and associated tech architecture.
• Partner with SEO/GEO and CRO teams to improve site visibility, organic performance and conversion rate.
• Manage, prioritise and review the workload and output of the Ecommerce & Digital Coordinator to ensure efficient execution of trading and operational activities.

Retailer.com & Omnichannel

• Build strong partnerships with retailer digital teams to support sell-out performance and brand visibility online.
• Coordinate timely product launches, content updates and promotional execution across retailer.com platforms ensuring close collaboration with the HQ E-Retail teams.
• Support omnichannel initiatives in collaboration with retail and wholesale partners.

Ecommerce Operations & Planning

• Work closely with Planning, Logistics and Customer Service teams to ensure strong operational performance across fulfilment, stock availability and delivery experience.
• Support forecasting, stock management and launch planning across core and new product categories.
• Monitor returns, delivery accuracy, gifting, engraving and customer fulfilment services to ensure a premium customer experience.
• Partner with warehouse and supply chain teams to resolve day-to-day operational issues and improve processes.

Analytics & Performance

• Monitor and report on daily, weekly and monthly ecommerce performance across key KPIs including sales, conversion, AOV, UPT, LTV, retention, reviews and site speed.
• Analyse customer behaviour using Google Analytics, SmartCopilot, Shopify analytics, ContentSquare, Narvar and A/B testing platforms.
• Identify commercial opportunities and deliver actionable insights to improve trading performance and customer experience.
• Produce regular reporting and quarterly performance reviews across DTC, retailer.com, omnichannel and operations.
• Oversee the Coordinator’s contribution to reporting and ensure accuracy and consistency of performance data and insights.

CRM, Sampling & Customer Experience

• Partner closely with the CRM Manager on customer acquisition, retention and loyalty initiatives.
• Support sampling, gifting and GWP strategies across ecommerce and retail channels.
• Manage associated budgets and forecasting for sampling and promotional activity.
• Ensure all customer-facing experiences reflect the brand’s luxury positioning and attention to detail.

Competitive & Market Insights

• Partner closely with the CRM Manager on customer acquisition, retention and loyalty initiatives.
• Support sampling, gifting and GWP strategies across ecommerce and retail channels.
• Manage associated budgets and forecasting for sampling and promotional activity.
• Ensure all customer-facing experiences reflect the brand’s luxury positioning and attention to detail.

Skills & Experience

• Minimum 5 years’ experience in an Ecommerce Manager or similar digital trading role.
• Strong experience managing DTC ecommerce websites within luxury, beauty, fragrance or premium retail.
• Hands-on experience with Shopify is essential.
• Strong analytical skills with experience using Google Analytics, SmartCopilot, Narvar, ContentSquare and reporting platforms.
• Experience managing ecommerce operations, merchandising and digital trading calendars.
• Commercially minded with a strong understanding of ecommerce KPIs and customer behaviour.
• Good understanding of digital media campaigns, CRM and marketing activity and how they influence ecommerce performance and customer engagement.
• Excellent organisational skills with the ability to manage multiple priorities in a fast-paced environment.
• Strong stakeholder management and communication skills.
• Experience working with retailer.com partners and marketplaces.
• Previous experience managing or mentoring a junior team member.
• Proven experience managing SEO strategies and initiatives is required.

Personal Attributes

• Commercially driven with strong business acumen.
• Highly detail-oriented and proactive.
• Strong problem solver with a collaborative mindset.
• Excellent communicator with strong stakeholder management and interpersonal skills.
• Passionate about ecommerce, digital innovation and luxury customer experience.
• Comfortable operating in a fast-paced and evolving environment.

Diptyque is committed to diversity in all its forms and considers each application carefully.