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Head of eCommerce
Manchester United
Manchester United is one of the most popular and successful sports teams in the world, playing one of the most popular spectator sports on Earth.
Job Posted- 27 Mar 2026
Status- Full Time
Location- England
Closing date- 10 Apr 2026
The Role:
The club is seeking a dynamic and results-oriented Head of Ecommerce to lead and drive the growth of our online retail business as maternity leave cover, this is a pivotal role responsible for implementing the overall ecommerce strategy, maximising online revenue, enhancing the fan experience across our digital platforms, and ensuring a seamless and engaging online shopping journey. The Head of Ecommerce will be a key member of the Commercial team, working closely with Marketing, Retail Operations, Product Development, and Technology to deliver ambitious commercial targets.
Key Responsibilities:
Ecommerce Strategy & Growth
- Execute the club’s 3-year ecommerce strategy, aligning with wider commercial objectives
- Monitor and drive performance across key KPIs including revenue, conversion rate, AOV, CAC, CLV, and fan satisfaction
- Manage the ecommerce budget, ensuring effective resource allocation and strong ROI
- Identify and evaluate new ecommerce opportunities, technologies, and market trends to support innovation and growth
Commercial Trading & Performance
- Lead and develop a high-performing ecommerce trading team, embedding a culture of data-driven “daily trading excellence”
- Plan and manage the digital trading calendar, including promotions, campaigns, and seasonal sales
- Ensure strong cross-functional alignment with Merchandising and Marketing to maximise product availability and sell-through
- Own end-to-end ecommerce P&L, optimising pricing, promotions, and markdown strategies to protect margin
- Analyse daily site performance (CR, AOV, RPV) and implement tactical actions to improve results
- Lead peak trading events (e.g. Black Friday, kit launches), ensuring site stability and maximum commercial performance
- Oversee high-quality product listings, including imagery, descriptions, and accurate product information
- Drive weekly trading reviews, providing senior stakeholders with clear insights, risks, and mitigation plans
- Use data-led merchandising techniques such as cross-selling and upselling to maximise revenue
Platform Management & Optimisation
- Oversee the day-to-day management and optimisation of the ecommerce platform
- Ensure best-in-class website usability, performance, and security
- Collaborate with Product and Technology teams on platform enhancements and integrations
- Improve site navigation, search, and filtering to enhance the customer journey
- Support delivery of the ecommerce development roadmap aligned to business goals
Digital Marketing & Customer Acquisition
- Partner with Marketing to deliver effective digital campaigns across SEO, paid media, social, and email
- Optimise marketing performance through data analysis and ROI tracking
- Develop strategies to reduce customer acquisition costs and increase lifetime value
Customer Experience & Retention
- Champion a customer-first approach across the online shopping journey
- Work closely with Customer Service to ensure a seamless support experience
- Develop retention and loyalty initiatives to drive repeat purchases
- Analyse customer feedback to continuously improve the ecommerce experience
Data, Insights & Reporting
- Use analytics and sales data to track performance, identify trends, and generate actionable insights
- Produce regular performance reports for senior leadership
- Leverage data to inform strategic decisions and optimise ecommerce operations
Leadership & Team Development
- Build, lead, and mentor a high-performing ecommerce team
- Set clear objectives and provide ongoing coaching and development opportunities
- Foster a collaborative, results-driven team culture
Cross-Functional Collaboration
- Work closely with Retail Operations to ensure alignment between online and in-store activity
- Partner with Product Development to share insights on customer demand and product performance
- Collaborate with Marketing on brand campaigns and promotions
- Liaise with Technology teams on platform development and maintenance
The Person:
Qualifications & Experience
- Proven track record of successfully leading and scaling an ecommerce function within apparel, fashion, or sports sectors
- Significant experience (typically 5+ years) in a senior ecommerce role, with demonstrable expertise across strategy, platform management, digital marketing, customer experience, and full P&L ownership
- Strong experience managing ecommerce trading teams within a high-growth, multi-currency retail environment
- Demonstrated ability to identify and capitalise on revenue opportunities (“trading the gap”) when categories or territories underperform
- Advanced understanding of on-site optimisation and how to leverage site architecture to drive commercial performance
- Expertise in analytics platforms (e.g. GA4, Contentsquare) with the ability to translate data into actionable trading insights
- Deep knowledge of ecommerce best practices, technologies, and emerging trends
- Strong analytical mindset with a data-driven approach to decision-making
- Experience working with ecommerce platforms and associated tools (e.g. analytics, CRM systems, email marketing platforms)
- Excellent leadership, communication, and stakeholder management skills, with the ability to influence cross-functional teams
- Strong commercial and financial acumen, including experience managing stock, margins, and budgets
- A passion for football and an understanding of the global fanbase is highly desirable
Personal Attributes
- Highly motivated, proactive, and quick to adapt, drawing on experience to deliver results at pace
- Strong problem-solving and decision-making skills, with a solutions-focused mindset
- Collaborative team player who builds strong relationships and actively partners across functions
- Comfortable operating in a fast-paced, dynamic, and often unpredictable trading environment
- Strategic thinker with a strong bias for action and delivery
- Data-led in approach, using insights, analytics, and benchmarks to inform decisions
What You’ll Get
- The opportunity to lead ecommerce for one of the world’s most iconic football clubs and global brands
- Ownership of a high-growth, strategically important business unit with a global reach
- Leadership of a talented and ambitious team, with exposure across multiple areas of the club
- A challenging and rewarding role with real impact on commercial performance
- A dynamic, collaborative, and fast-paced working environment
Our Values:
Badge – Earn the badge, every day. Respect our history and heritage. Be best in class and deliver to the standards expected of Manchester United. No one is bigger than the club.
Bravery – Be bold, be brave, and take calculated risks. Do things differently and innovate. Lead by example and do what’s right for the club, even when it’s hard.
Spirit – Embody the spirit of Manchester United. Show strength of character, act with passion, and fight back, no matter what.
What We Offer:
At Manchester United, we recognise that our people are at the heart of our success. That’s why we offer a range of rewards designed to support your professional and personal well-being:
- Annual Incentive Scheme to reward your dedication and hard work
- 25 days annual leave (plus bank holidays) and an opportunity to purchase additional holiday days
- Electric Vehicle scheme via Octopus and cycle to work scheme
- Wellness Support with access to mental health resources, digital health checks, and & nutritionists through Aviva Digicare+ Workplace
- Exclusive Discounts through our United Rewards platform, giving you access to exclusive deals from the club and partners
- Gym Facilities in our onsite locations and opportunities for regular social events and team-building activities
- Enhanced family Leave Benefits and policies
- Enhanced Career Development with access to professional learning platforms like LinkedIn Learning, and internal training programs
- A Supportive Work Environment that values diversity, equity and inclusion, and individual growth
Our Commitment to You:
We believe that a diverse and inclusive environment makes us stronger. We are committed to building a team where everyone feels welcomed, valued, and empowered to contribute their unique perspectives. Diversity, equity, and inclusion sit at the core of our recruitment strategy, and we welcome applicants from all backgrounds.
How to Apply
Please click “Apply Now” to begin your application.