Ecommerce Trading & Insights Manager

Department: Digital/E-commerce

Reporting to: Head of E-commerce

We’re looking for a highly analytical, customer-obsessed and commercially driven Ecommerce Trading & Insights Manager to take ownership of onsite performance and lead how we use data to understand and serve our customers at Lucy & Yak.

This is a key role in our digital team, combining ecommerce trading, CRO and deep customer insight. You’ll be responsible for pulling meaningful insights from our data, understanding customer behaviour, and using this to drive performance across Ecommerce, Digital Marketing and CRM.

From identifying friction in the customer journey, to unlocking opportunities through segmentation and personalisation, you’ll play a central role in shaping how we grow.

Reporting to the Head of Ecommerce and working closely with Digital Marketing & CRM, you’ll blend strategic thinking with hands-on execution. You’ll understand what makes our customer tick and use this to shape a best-in-class experience across web and app.

This is a brilliant opportunity to join a close-knit, agile and creative team.

Responsibilities

Ecommerce Analytics & Insights:

• Own ecommerce and customer analytics, turning data into clear, actionable insights for the wider business.

• Deep dive into customer behaviour across web and app, identifying trends, opportunities and risks.

• Build and maintain segmentation strategies based on:

  New vs returning customers

  Purchase behaviour

  Product preferences (e.g. size, colour, category)

  Engagement levels and lifecycle stage

• Use these insights to influence decision-making across Ecommerce, Digital Marketing and CRM.

• Work closely with CRM to enable more advanced personalisation and targeting strategies.

• Partner with Digital Marketing to improve acquisition efficiency through better audience understanding and segmentation.

• Provide regular reporting and insight packs to the wider business, clearly communicating performance drivers and opportunities.

• Support the development of a more advanced data and attribution approach across platforms

Conversion Rate Optimisation (CRO):

• Own and lead the ecommerce CRO strategy across web and app, delivering initiatives that improve conversion, AOV and retention.

• Develop and implement a robust testing roadmap, including A/B and multivariate testing.

• Use tools like GA4, heatmaps, session recordings and surveys to identify friction points and drop-offs.

• Translate behavioural insights into test hypotheses and optimisation opportunities.

• Work closely with developers and the digital team to brief, implement and QA tests.

• Embed a strong test-and-learn culture across the team.

Ecommerce Trading & Performance:

• Manage day-to-day trading of the site, ensuring products, collections and campaigns are optimised to perform.

• Monitor and report on key KPIs including sales, traffic, conversion, AOV and customer behaviour.

• Own the ecommerce calendar, ensuring alignment with marketing, CRM and merchandising.

• Support product launches, promotions and seasonal campaigns with a strong data-led approach.

• Continuously optimise onsite merchandising and customer journeys based on insights.

• Collaborate cross-functionally to ensure a seamless end-to-end customer experience

You’ll bring

• 5+ years’ experience in ecommerce, analytics or a hybrid role within a DTC or retail environment.

• Proven ability to turn data into actionable insights that drive commercial performance.

• Strong understanding of customer behaviour and segmentation strategies.

• Experience working with tools such as GA4, Shopify analytics, heatmapping tools and testing platforms.

• Confidence influencing across multiple teams including Ecommerce, Digital Marketing and CRM.

• Commercial mindset, with a clear understanding of how data drives revenue and efficiency.

• Strong communication skills, able to simplify complex data into clear recommendations.

• Highly organised, proactive and comfortable managing multiple priorities.

• A genuine passion for understanding customers and improving their experience.

What You’ll Get

• Hands-on experience in a high-performing Ecommerce team

• The opportunity to shape how data and insights drive the business

• Be part of the Employee Ownership Trust

• This role is based on a 4-day working week (Monday–Thursday). During key trading periods, launches, or peak campaigns, some additional support outside of these days may occasionally be required.

• Vitality healthcare package

• 40% Staff discount on all your favourite pieces

• £60 Lucy & Yak voucher on your birthday

• 20 days holiday per year with additional 1 day for five years of service

• The best views in Brighton from our sunny office!

• 4-day working week (Mon–Thurs)