e-Commerce Manager

Introduction

Heathrow is a city within a city. And there’s no place like it when it comes to the scale of our ambitions. You’ll be part of a Customer team that drives our profitability across everything from retail, property and airport transport, through to passenger services, forecasting and contracts with airlines. Customer insight is at the heart of what we do, supported by a strong commercial strategy. We have a pioneering agenda for digital, e-commerce and innovation, as we look to transform the way our passengers spend at our airport.

We believe the best way to drive growth across our iconic airport is by improving the services offered within it. So although we know generating income is critical to driving our business forward, we’re also passionate about delivering the best possible passenger experience. You’ll help us to get the balance right – not least so we can continue investing in an airport that leads the world.

Job Info

Job Description

The eCommerce Manager plays a key role in driving and improving digital trading performance, helping to deliver sustainable revenue growth, better conversion, and stronger customer outcomes.

This role provides direction and coordination across the eCommerce function, bringing together insight, data, and commercial priorities to support clear decision-making and effective execution.

Your role will involve

• Plays a key role in delivering digital revenue, conversion and customer value, keeping a close eye on performance, spotting risks and opportunities, and taking action to improve results.
• Sets up and runs a clear and consistent trading rhythm (weekly/monthly), making sure everyone understands performance, priorities and next steps, and that actions are followed through.
• Uses data, analytics and customer insight to guide decisions, turning complex information into clear, practical recommendations that improve outcomes.
• Continuously looks for ways to improve the end-to-end customer journey, including onsite experience, content and merchandising, and supports a test-and-learn approach to drive ongoing improvement.
• Supports the development and refinement of forecasts and plans, helping to identify gaps, risks and opportunities and ensuring trading activity stays aligned.
• Owns the trading calendar, working closely with other teams to make sure key events and campaigns are well planned and delivered for maximum impact.

These skills are essential

• Demonstrable experience in eCommerce or digital trading roles, with accountability for commercial performance
• Strong understanding of key digital KPIs (e.g. conversion, revenue, traffic, AOV) and performance levers
• Experience using web analytics and reporting tools (e.g. GA, Adobe Analytics, dashboards)
• Advanced proficiency in Microsoft Excel, with experience using complex formulas, pivot tables, and data analysis tools to support decision-making.
• Proven track record of driving revenue growth and optimisation initiatives
• Experience working in cross-functional environments (Marketing, Product, UX, Technology)

#LI-Hybrid

About us

There’s something so special about working at the world’s most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.

Every day, you’ll discover a world full of fresh possibilities and end the day buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.

It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we’re working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability.

Join us on that journey and we'll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there’s no place like Heathrow.

Our rewards

We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we’ll support you to be at your best inside and outside work. And of course, we’ll provide varied learning and development opportunities too. Here you’ll find everything you need for a fulfilling career journey that can take you in exciting directions.

Working Location

Our Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow. Working arrangements vary from team to team and will be confirmed during the recruitment process. You’ll need to be based in the UK and within a commutable distance to Heathrow.

Sustainable Travel to work

Heathrow’s Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.

Equal Opportunities

As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger – not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With five diversity networks, we champion inclusivity and celebrate individuality.

Take the next step

Join Heathrow and discover unlimited opportunities to make a difference