Ecommerce Specialist

About the Role

The Brand.com Manager is a pivotal role within Jim Thompson’s E-Commerce team, owning jimthompson.com (TH) and the Rest of World (ROW) site. This role leads day-to-day operations, commercial performance, and customer experience across both sites, working closely with the Head of E-Commerce, marketing, and external agencies to drive revenue growth, improve conversion, and build long-term customer loyalty.

Responsibilities

• Own and manage daily operations of jimthompson.com (TH) and the ROW site including product uploads, content publishing, promotional banners, and landing page setup.
• Maintain a best-in-class digital storefront that reflects the brand's luxury heritage, ensuring accuracy, visual consistency, and high content quality.
• Plan and execute the promotional calendar aligned with marketing campaigns, seasonal launches, and commercial priorities.
• Collaborate with buying, merchandise, and creative teams to launch new collections on-site with full assets and compelling product storytelling.
• Conduct regular site audits to identify and resolve content gaps, broken links, and user experience issues.
• Own the brand.com P&L: track revenue, gross margin, cost of traffic (agency fees, ad spend), and contribution metrics on a weekly and monthly basis.
• Set and monitor KPIs including conversion rate, average order value (AOV), sessions, bounce rate, and customer acquisition cost (CAC).
• Identify and execute commercial opportunities to grow revenue such as upselling, cross-selling, bundle promotions, and flash sales.
• Manage agency relationships for performance marketing and SEO: brief, review performance, and hold partners accountable to ROI targets.
• Own the CRM and email marketing program including lifecycle flows (welcome, post-purchase, win-back), campaign newsletters, and loyalty communications; segment the customer database for personalized messaging.
• Collaborate with CX to ensure a seamless post-purchase experience and resolve escalated customer issues; track CRM metrics like open rate, CTR, repeat purchase rate, and churn.
• Own the analytics stack: maintain clean GA4 tracking, set up dashboards, and produce weekly and monthly performance reports for senior leadership; translate data into actionable insights.
• Monitor competitor websites and benchmark brand.com UX, pricing, and merchandising against industry best practices.
• Manage technology and development agency for platform maintenance, new feature requests, and bug resolution; prioritize backlog and track delivery.
• Lead onboarding of new vendors and ensure agency contracts and SLAs are adhered to.
• Partner with Brand and Marketing to align the brand.com calendar with above-the-line campaigns, PR moments, and content strategy; coordinate pricing, promotions, and inventory with Retail and Wholesale teams.
• Support the Head of E-Commerce in strategic planning, technology decisions, and cross-channel alignment across the digital portfolio.

Qualifications

• Bachelor's degree in Business, Marketing, Digital Commerce, or related field; MBA is a plus.
• Minimum 4–6 years of experience in e-commerce, digital marketing, or online retail, with at least 2 years in a direct ownership or management role.
• Proven track record of managing a brand.com or DTC website with ownership of commercial results; experience managing multiple site instances or international storefronts is an advantage.
• Experience in fashion, luxury, lifestyle, or premium retail is strongly preferred.
• Hands-on experience managing performance marketing and/or CRM campaigns, either in-house or via agency oversight.
• Experience with e-commerce platforms such as Shopify, Magento, Salesforce Commerce Cloud, or similar.
• Strong analytical skills; comfortable building reports in GA4 and drawing commercial conclusions from metrics.
• High attention to detail and a strong eye for brand quality and content standards.
• Solid understanding of paid search, paid social, SEO, email marketing, and content marketing.
• Excellent project management skills; able to manage multiple workstreams, agencies, and deadlines simultaneously.
• Strong written and verbal communication skills in English; Thai language skills are an advantage.
• Commercially driven with a P&L mindset.