Head of Ecommerce

London /
Product – Ecommerce/Operations /
Full-time, Permanent
Off the back of a legacy of being synonymous with esports performance on stage, Fnatic has grown a strong consumer product offering that also has performance at its core. Our Fnatic Gear gaming peripheral range is a favourite amongst reviewers, with our keyboards, mice and headsets levelling up thousands of fans to game like the pros; and our lifestyle and pro-kit apparel ranges continuing to set the standard for quality in gaming merch.

As Head of Ecommerce at Fnatic, you'll lead the operations behind getting our consumer product offering to market, overseeing customer experience from hitting our shop through to product delivery. You'll refine, implement and monitor our ecommerce strategy, and manage fulfilment teams including Logistics/SCM and Customer Support. You'll also be the glue between Product and our Finance, Tech, Marketing and Creative functions to ensure product revenue goals are hit and the shopping experience is best-in-class for Fnatic customers.

Your mission is to:

    • Own the shopping experience at fnatic.com, and lead the shaping of our ecommerce strategy
    • Lead on product forecasting in collaboration with Data team and relevant Product owners to control inventory and ensure we avoid out-of-stock incidences, while remaining lean
    • Oversee Logistics/SCM team, and drive continuous improvement of fulfilment and warehousing performance
    • Continually look for store optimisations and work directly with the Tech team to build out the associated roadmap to delivery
    • Instil a data-driven approach to decision making, building a transparent KPI dashboard and communicating progress regularly to leadership
    • Support Product Directors in planning and introduction of new product lines, based on insights from previous sales performance and market trends
    • Refine the customer journey across the complete funnel to conversion, working with Marketing and Creative teams to deliver a seamless experience
    • Understand consumer behaviour and trends to inform new ideas with large-scale positive business impact
    • Develop loyalty and CRM offering in tandem with Growth colleagues, and establish and manage related KPIs
    • Lead segmentation of existing database, and generate insights to assist in the development of customised contact strategies for each segment
    • Manage Customer Support operations and associated team, driving consistently high NPS ratings
    • Explore useful customer-focused or internal tools, test their effectiveness and implement where suitable
    • Support talent acquisition efforts within Ecommerce as required, leading on candidate assessment and providing appropriate feedback

We're looking for:

    • Extensive background in direct-to-consumer product operations, ideally in a high-growth startup
    • Solid understanding of Ecommerce platforms and infrastructure; and specifically the Shopify and Amazon ecosystems
    • Track record of working with technical, product and design teams to conceptualise and launch new products to positive customer experience and bottom line impact
    • Ability to be both hands-on and strategic, with a strong commercial sense and ability to prioritise highest impact initiatives
    • Deep understanding of Ecommerce performance metrics used and associated testing, analysis and reporting tools
    • Ability to translate data into actionable insights
    • Broad understanding of digital marketing and CRM
    • A natural communicator, able to articulate concepts clearly and influence others
    • A leader who can set objectives and manage growth of the broader Ecommerce function
    • Proactivity and ability to manage multiple projects and deadlines
    • Experience in hardware/peripherals, apparel or esports industries desirable (but not essential)

What we have to offer:

    • The chance to learn from an ambitious and super creative team, and enjoy the buzz of our fast-paced business
    • Award winning office in the heart of Shoreditch in London
    • Private medical insurance (Vitality)
    • Eyecare vouchers
    • Cycle to work scheme
    • Self-development book requests for the Fnatic Library
    • Fnatic shop staff discount
    • Fruit, drinks and snacks available daily in the office
    • Regular lunch clubs, Friday drinks and other social activities
About us:

Fnatic is a global esports entertainment brand headquartered in London, laser-focused on seeking out, levelling up and amplifying gamers and creators. Our history is unparalleled. Founded in 2004, we are the most successful esports brand of the last decade, winning more than 200 championships across 30 different games.

Today, driven by entertainment, Fnatic is the channel through which the most forward-thinking brands communicate with young people. We deliver industry-leading content, experiences and activations through offices and facilities in cities between Los Angeles and Tokyo. And a future even brighter.

We are forerunners in competitive mobile gaming, as the first Tier 1 esports team to launch a presence in India. We pioneered the intersection of street culture and esports with merch collaborations, and will continue to lead the industry in relation to quality of pro wear and fan apparel. Our pros and creators will generate more than 100m hours of entertainment content in 2020, showcasing our global partners to an audience of more than 15m fans across our social platforms. In addition, our 'Fnatic Gear' consumer products will continue to level up and amplify the gaming performance of users wherever they are sold.