Retail Account Manager

Job Title: eCommerce & Retail Partnerships Executive

Hybrid - 3 days in office

£375 per day via umbrella

About the Role

This role will support Client's online retail revolution, playing a key part in the implementation and ongoing success of a new digital retail platform. You will help deliver a world-class user experience that reflects a £1.6bn retail business, home to some of the world's most prestigious and successful brands.

Working at the intersection of digital, commercial, and operational teams, you will own retailer partnerships, drive online performance, and help shape a compelling omnichannel customer proposition for millions of passengers.

Key Responsibilities

• Own and lead strategic retailer partnerships, with full accountability for online performance and compliance with commercial agreements.
• Provide actionable insights to the Digital team to optimise site merchandising, UI, and UX, driving conversion and improving the customer journey.
• Collaborate with offline account management teams to strengthen online and in-store relationships and deliver a seamless omnichannel experience.
• Oversee third-party fulfilment operations, including B2C contact centre performance, ensuring service delivery meets contractual and customer expectations.
• Translate operational needs into system requirements, working closely with technical teams to implement effective digital solutions.
• Monitor and report on performance, risks, and opportunities, delivering clear insights and recommendations to senior stakeholders.
• Drive continuous improvement, resolving issues in real time and influencing future platform and process enhancements.
• Source, process, and qualify data into meaningful insights to support decision-making and strategic planning.
• Ensure contractual obligations, inventory flows, and operational processes support Client's digital retail proposition.
• Collaborate with marketing and operational teams on innovative initiatives to grow sales and enhance the passenger experience.
• Help shape and evolve the customer proposition, leveraging digital tools and creative ideas to differentiate.

Experience & Qualifications

• Minimum 2 years' experience in an eCommerce role or junior account management position.
• Background in fashion or luxury retail / eCommerce is preferred.
• Experience managing partner relationships (e.g. retailers, agencies, suppliers).
• Strong commercial awareness, with the ability to work to targets and performance metrics.
• Understanding of UI and UX principles and their importance in driving conversion.
• Solid analytical skills, with experience using performance data to inform decisions.
• Passion for traffic generation, conversion, and customer retention.
• Entrepreneurial mindset with the confidence to sensitively challenge the status quo.
• Highly organised, adaptable, and able to multi-task and prioritise effectively.
• Excellent communication skills, with strong written and spoken English.