Ecommerce Manager

Company Description

A brand built on friendship and rooted in craft, Cutler and Gross was established by opticians Mr Cutler and Mr Gross in 1969. They had a vision: to pioneer a new standard of eyewear. Each frame was made by hand in the workshop above the Knightsbridge store in London.

Over 55 years on and this philosophy of craftsmanship remains unchanged. Taking place in Italy and Japan, the frames are handcrafted by a team of artisans who have spent decades honing their skills.

Today, the proudly independent eyewear brand has 5 flagship store locations in London, Bath, New York and Toronto and has over 2000 Stockists in 50 countries around the world, and online at

Role Description:

The E-Commerce Manager will be responsible for leading the digital strategy for cutlerandgross.com. 

This includes a broad range of responsibilities; Shopify website management and improvements , digital marketing channels, and customer service. This hands-on role requires excellent organisation and collaborations skills, attention to detail and the ability to manage multiple priorities in a fast-paced environment. 

Key responsibilities:

Website and Trade:

• Maintain the website content alongside the E-Commerce Assistant, including regular updates to the homepage, menus and service pages, adhering to brand guidelines.
• Brief graphics team and Brand Copy Editor for content required for the website. 
• Manage the relationship with the Shopify development agency, scoping new projects and planning the roadmap. 
• Troubleshoot website issues internally with IT Manager, and via Shopify support and agency. 
• Be an advocate for AB testing using an AB testing app. Develop a testing plan to drive increased conversion rates and liaise with Shopify agency to execute changes. 
• Ensure website is maintained for accessibility. 
• Own the sales reporting, highlighting areas for growth and any risks. 

Digital Marketing:

• Liaise with the Brand Marketing team to plan the weekly content calendar. Use trade insights for email marketing campaign planning. 
• Test and schedule marketing emails in Voyado platform. Plan AB testing with the marketing team. 
• Manage the relationship with the Paid Search and Social agency to communicate the internal marketing strategy and drive improvement in ROI and ROAS. 
• Support the PR Manager with Affiliate program through Rakuten platform. 

CRM Strategy and Customer Service:

• Own the Customer Data Platform, Voyado. Utilise the platform to create and maintain email automations, for both online and retail.
• Develop the strategy for the loyalty program, and implement this via the Voyado platform. Once live, monitor program, and continuously review and optimise experience for customers.
• Manage the relationship with the Voyado account manager to plan the strategy.
• Support E-Commerce Assistant with customer service queries. Provide customer service cover when required. 

Team Management:

• Manage one direct report (E-Commerce Assistant). 
• Collaborate closely with other areas of the business including marketing, retail, wholesale and operations. 

Requirements:

• 5+ years of E-Commerce, Digital Marketing and CRM experience, preferably in premium fashion, eyewear, beauty, or luxury lifestyle industries.
• A self starter who can operate autonomously with a proven ability to grow sales revenue, traffic and continuously improve conversion rates.
• Strong knowledge of E-Commerce reporting metrics, including AOV, conversion rate, retention rate. 
• Experience using Shopify Plus and a Customer Data Platform (Klaviyo/Voyado etc) is essential. 
• Proven track record in building and working on CRM strategies that drive repeat business. 
• Experience working with external agencies for website development and digital marketing is preferable. 
• Excellent communication skills – with both internal stakeholders, senior management and customer facing.
• Strong organisational and project management skills with an ability to manage business wide projects. Use of project management tools like Trello, Monday.com and Jira would be beneficial.
• Sophisticated aesthetic, with passion for design and craftsmanship, and understanding of luxury brand tone, voice, and audience.

Staff Benefits:

• Frame and sunglass allowance. 
• Generous friends and family discount.
• Annual eye test at a Cutler and Gross store.
• 25 Days holiday (+1 extra day for each additional year you work at the business (up to max of 30 days). 
• Flexible hours – core hours between 10am and 4.30pm.
• WFH 6 days per month (max 2 per week) – after probation.
• Regular company socials. 

Applicants should apply with a CV and cover letter to recruitment@cutlerandgross.com.

We are not accepting queries or candidate applications via recruitment agencies or consultant.