ANZ Ecommerce Coordinator

The Body Shop

When Anita Roddick founded The Body Shop in 1976, she had a vision. Business as a force for good – that’s us. Over 40 years later, we’re proud to be pioneering cruelty-free beauty every step of the way. We’re the original ethical beauty brand. We’ve got a thing for empowering people and enriching our planet. We’re all about keeping it real, in every way possible. Our activist roots remain a huge part of everything we do, from our iconic window posters to our vegetarian products to our infamous campaigns. We’re never afraid to stand up and speak the truth. We like to do things a little differently around here. 

The Body Shop is committed to generating positive economic, social and environmental impact. We’re fighting for what we believe in now more than ever. No holding back. Breaking the mould has always come naturally to us, and we need someone who’s not afraid to mix things up. 

Your role in a nutshell

The Ecommerce Coordinator will be an ecommerce expert and will have in depth, working knowledge of Merchandising and Ecommerce site management techniques. With a growth mindset and the ability to create customer experiences that deliver efficient revenue at scale they will work collaboratively with stakeholders across their market. They will be responsible for the delivery of the Ecommerce Merchandising Calendar and through the delivery of best in class experiences will support the ongoing optimisation of their market and achievement of conversion targets.

More about the role

Key Job Accountabilities

• The Ecommerce Coordinator is responsible for collaborating with Market partners to deliver key aspects of the Ecommerce business including website merchandising and site management.
• As part of the Quarterly Event Planning process the Ecommerce Coordinator will work in partnership with the Digital Hub leads and the Global Commercial Team to shape definition of a commercial and promotional plan that supports P&L delivery. They will specifically provide input and feedback on proposed pricing, offers and promotions and delivery thresholds and customer delivery charges.
• The Ecommerce Coordinator will support the Ecommerce Executive, as well as the Head of Ecommerce & Digital ANZ to create a monthly performance review, and will specifically provide a view on the previous month’s conversion performance. They will surface opportunities and challenges and will use these to further shape a recommendation on the key focus areas for the months ahead.
• On a weekly and ongoing basis, the Ecommerce Coordinator will:
  • Work with the wider team to provide input into trading meetings, specifically informing the team about merchandising effectiveness and any immediate risks and opportunities.
  • Deliver the following activity:
    • Web Merchandising 
    • Offer and promotional set up 
    • Set up and management of all coupons online.
    • Creation of online content 
    • Performing all site SEO optimisations as delivered by internal global teams or partner agencies.
    • Manage site supply chain issues – in collaboration with the commercial and supply chain teams they will communicate any stock issues; working to resolve out of stocks for example.
    • Triage website customer service issues – in conjunction with the Customer Service team they will proactively identify solutions to any issues and work collaboratively with the team to reduce the contact rate.
    • Perform reporting duties to update the team and broader business on Ecommerce performance
• They will ensure that Ecommerce merchandising reflects the brand values and expression and is within VVIS. They will collaborate closely with the Brand team to ensure that desired content, messaging and timings are accurately portrayed through Ecommerce merchandising – this will be detailed in the Market level Merchandising Calendar. They will further develop a data driven approach to inform merchandising strategy and decision making and will use data to review and optimise activity as part of a process of continuous improvement.  
• Take responsibility for raising and receipting of purchase orders with regards to the ecommerce team
• Work proactively across Markets to foster knowledge share and consistency of execution and analysis. Provide expertise across the Digital Hub on Ecommerce best practice.
• Represent Ecommerce interests in cross functional projects to ensure that Ecommerce principles are incorporated and an exceptional shopping experience is delivered.
• Engage with global industry best practice, forums and conferences and provide feedback on Ecommerce trends and opportunities.

What we look for

Experience

• Strong understanding of ecommerce, with a thorough understanding of the online customer journey and conversion funnel.
• Experience of delivering innovative and effective customer engagement strategies, and online tactics that deliver results.
• Experience of working in a scaled, omnichannel environment.
• Experience of operating in an entrepreneurial organisation, with the ability to develop strong stakeholder relationships at all levels across all disciplines.
• Experience of working in a matrix organisation is essential.
• Innate problem-solving skills – with the ability to combine an innovative approach with commercial ideas. Sound judgement and decision-making skills with the ability to be able to identify, prioritise and articulate high impact initiatives.
• Disciplined and organised yet flexible in style. Experience of being proactive and responsive to changing trading patterns. Able to balance long term objectives with the execution of regular short-term promotional tactics.
• Proven general project management skills to drive projects through to successful implementation.

Technical Requirements

• Strong technical understanding of the full technology stack required to run an Ecommerce business from front-end and CMS technologies, payment systems and ERP systems.
• Understanding of conversion rate optimisation techniques and technologies in accordance with best practice in usability and accessibility
• Understanding of traffic acquisition channels and how to support conversion.
• Highly analytical, with significant experience of using web analytics packages to problem solve and innovate.
• Intermediate Excel skills essential
• Any Adobe Photoshop/Canva/Figma and HTML skills highly beneficial but not essential

Personal Qualities

• Disciplined and well-organised, but with an entrepreneurial style – we don’t micromanage here!
• A positive self-starter with the ability to set stretching goals
• Excellent communication, negotiation and influencing skills
• Dedicated, results-oriented and commercial.
• A clear thinker who is analytical and detail focused.
• The ability to foster and develop innovative thinking in others.
• Effective influencing skills and the ability to work with all kinds of people.
• Energetic, enthusiastic and not afraid of hard work.
• A grounded individual, who is hands-on and can lead from the front.

Qualifications: Educated to degree level or equivalent.

Talent Drivers