Head of D2C eCommerce - London

Job Location: London

Company Description:

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 38,767 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.

Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.

About the Role:

Reporting directly to the eCommerce and Digital Acceleration Director, the Head of D2C eCommerce will play a key role in leading the strategic development and tactical delivery of D2C eCommerce, with a Ferrero focus on commercial, customer digital marketing and digital operations. You will ensure the optimisation of a core and cross-functional Centre of Excellence for D2C eCommerce which can scale from single-brand to multi-brand within the UK.

You will design & deliver commercial & customer goals, including responsibility for the D2C P&L and Customer metrics including Customer experience, LTV & CSAT, collaborating with Digital Acceleration to boost the growth into the FMCG eCommerce channel.

Main Responsibilities:

As the Head of D2C Ecommerce you will take full ownership of the D2C Ecommerce strategy, proactively looking at fresh innovative ways to increase online growth and improve customer experience – whilst leading a cross functional team across Digital operations, Marketing and Customer Service, as well as:

Create long-term D2C strategies which scale across multiple brands within Ferrero, additional strategies include:
Assess eCommerce potential in the D2C channel defining targets.
Assesses market position and recommend product needs to meet sales objectives, consistently with brand positioning.

Commercially you will own the full D2C P&L across volume, sales, overheads and CAPEX, ensuring this is inline with business objectives and scope of budget. You will set up and ensure a consistent D2C eCommerce performance management in line with eCommerce development guidelines.

Operationally as Head of D2C eCommerce, making sure D2C operations are delivering against key business objectives, in addition to:

Mobilise digital resource to achieve commercial and Customer goals.
Coordinates D2C eCommerce strategy implementation in the market, ensuring sales volume achievement.
Promote a laser focus on the Customer, incl. CRM, CX, CSAT & lifecycle.
Assures that the brand ARE marketed or introduced in accordance with Company policies and Brand guidelines.
Ensure omni-channel digital marketing strategy is profitable & aligned.
Ensure fulfilment operations are customer-centric and efficient.

Collaborate with stakeholders from other teams including product, engineering and sales to further optimise the funnel, whilst being the thought leader and company wide subject matter expert on all things related to growth.

Who we are looking for:

You will have strategic and tactical knowledge of direct-to-consumer eCommerce experience, with;

Expertise and Knowledge working as an Ecommerce Leader (D2C)
Designing, delivering and improving of D2C P&Ls (ideally within CPG).
Omni-channel digital marketing strategy design & delivery.
Delivering of Customer and commercial KPIs through digital operations.
Strong Commercial Experience
Expertise in D2C fulfilment optimisation across pick, pack, personalise & dispatch.
Proficient and deep knowledge of Google Analytics and EXCEL

How to be successful in the role and at Ferrero:

Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are – dedicated to crafting brilliant results for consumers around the world.