Job Title: Head of E-commerce Location: Hybrid (3 days per week in our London and/or Midlands offices) Reports to: Chief Digital & Marketing Officer Contract: Full-time, Permanent About Le Chameau Since 1927, Le Chameau has set the benchmark for craftsmanship and comfort in premium rubber boots. Handmade in Morocco and beloved by professionals and royalty alike, we create products designed for those who work with and love the land. Today, we are scaling our direct-to-consumer business globally, building a digital-first, high-touch brand experience that mirrors the care and excellence of our products. We do not discount. We create value. We act fast, with purpose, and we work as one. Role Overview We are seeking a commercially minded and strategically driven Head of E-commerce to lead Le Chameau’s global direct-to-consumer business. You will own the P&L for our e-commerce channels, develop the roadmap for digital growth, and lead a cross-functional team to deliver a best-in-class experience for customers in the UK, EU and US markets. This is a senior leadership role combining strategic oversight with hands-on ownership, reporting into the executive team and shaping the future of the brand’s most critical growth engine. Key Responsibilities Digital Marketing & Conversion Optimisation • Develop and oversee the digital strategy and associated channels to optimise both brand and commercial performance. Collaborate closely with all marketing channels and broader business functions to ensure direct-to-consumer growth. • Define and deliver an iterative roadmap of digital enhancements, from UX to content to checkout optimisation. • Champion a mobile-first mindset across teams and agencies. • Leverage CRO tools, customer insights, and analytics to build high-converting journeys without eroding brand equity. • Oversee localisation across markets, ensuring language, sizing, fulfilment, and merchandising reflect regional needs. P&L Ownership & Trading Leadership • Own and deliver the e-commerce revenue and profit targets across all D2C markets. • Lead all aspects of site trading, from product strategy and pricing (non-discounted) to promotional calendar planning (value-add and brand-led). • Monitor and optimise core KPIs: organic/paid traffic, conversion rate, AOV, bounce rate, CLTV, and customer acquisition costs. • Partner with Finance and Operations to ensure accurate forecasting, margin planning, and inventory sell-through. • Responsible for the full budgeting process for the channel to contribution level, including target KPIs (trading and financial). Customer Service (CS) Leadership • Develop a customer services strategy to enhance the customer experience, increasing loyalty and retention. • Oversee the CS Team, ensuring efficient operations across email, chat, phone and social media support channels. • Define and report on CS KPIs (response & handle times, resolution rates, positive reviews etc). • Optimise CS tools such as CRM, live chat and automation to improve UX and financial performance. Strategic Planning & Leadership • Develop and execute a multi-year e-commerce strategy aligned with brand, channel, product, growth and profitability goals. • Build business cases for investment in platforms, features, and international expansion. • Lead quarterly and annual planning processes in collaboration with Marketing, Tech, and Product teams. • Influence and support executive decision-making with clear commercial insight and market analysis. Team Management & Cross-Functional Collaboration • Direct line management of trading, content, digital operations and CS team members. • Set clear KPIs, performance expectations, and development goals. • Work cross-functionally with Marketing (CRM, Paid, Social, Content), Logistics, and Customer Service teams to deliver seamless, end-to-end e-commerce execution. • Act as the internal voice of the digital customer, ensuring their needs are considered across all functions. Qualifications & Experience • 6+ years of progressive experience in a senior e-commerce role, ideally within premium/outdoor D2C with a multi-channel presence. • Demonstrable experience owning the digital P&L and driving sustainable, full-price, profitable growth. • Strong commercial acumen and a deep understanding of digital merchandising and customer behaviour. • Hands-on experience with Shopify (or similar), GA4, CRO platforms, and trading dashboards. • Experience with CRM, helpdesk applications (Gorgias/Zendesk etc) and CS leadership • Experience managing and mentoring high-performing digital teams. • Fluent in customer-centric decision making and agile test-and-learn methodologies. • Understanding of international markets (especially EU and US) and localisation best practices. • Passion for the outdoors and/or technical product sectors is a bonus. Our Culture At Le Chameau, you’ll be part of a tight-knit, passionate team building a legacy brand with a modern mindset. We are: • Premium without pretence – we lead with quality, not price. • Agile and accountable – we move fast, take ownership, and value outcomes over hierarchy. • Customer-obsessed – we listen, we improve, and we aim to exceed expectations. • Collaborative – no silos, no egos, just skilled people working together for a common goal. What We Offer • A pivotal role in shaping the future of a globally respected heritage brand. • Hybrid working structure (3 days in office). • 30 days holiday (including bank holidays), increasing on tenure. • Extra paid birthday day off. • Holiday buy-back scheme. • Product discounts across Le Chameau. • Enhanced pension and family-friendly policies. • Access to employee wellbeing and support services. • Opportunities for professional development in a fast-scaling business.