E-Commerce Operations Lead

WHAT IS THE JON:

You'll own how patients discover, evaluate, and purchase products on Montu Pharmacy. This isn't a back-of-house role—everything you do directly impacts patient experience, conversion, and commercial performance.

You'll manage a catalogue of 100+ products across a headless Shopify storefront, ensuring product information is accurate, optimised, and compelling. You'll analyse customer behaviour, spot friction, and drive improvements. You'll work cross-functionally with paid search, paid social, CRM, and commercial teams—feeding data, insights, and requirements that shape how we prioritise resources.

This is a hands-on role. You'll spend time in the CMS, GA4, and customer feedback. But you'll also spend time thinking strategically: What's working? Where are patients getting stuck? What inventory gaps are we missing? Where can we improve conversion?

You'll have autonomy to execute within your remit. You'll also navigate shared decisions—we all own the outcomes, and you'll need to be comfortable influencing without always getting your way.

WHAT YOU WILL BE DOING:

OWN THE DIGITAL STOREFRONT

- Manage and maintain product content across CMS and Shopify (copy, imagery, pricing, metadata, categorisation, compliance tagging)

- Monitor product data quality through regular audits; identify and fix inaccuracies

- Optimise navigation, search functionality, filters, and product visibility to improve discoverability

- Resolve customer-facing issues in collaboration with Patient Support and Marketing teams

- Manage the promotional calendar; plan and execute campaigns, seasonal initiatives, and tactical promotions

DRIVE COMMERCIAL PERFORMANCE

- Analyse customer behaviour and performance data (GA4, heatmaps, user feedback) to understand what works and what doesn't

- Identify conversion friction points in the patient journey and propose improvements

- Spot upsell and cross-sell opportunities based on customer behaviour and product relation...