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 relationships

• Lead product range recommendations (non POM products only) - identify growth opportunities across categories, working closely with the Commercial team to build and expand the product listings

• Monitor inventory performance; identify slow movers, stockouts, and demand gaps

• Support A/B testing of product pages, messaging, and site experience

• Report on merchandising performance, trends, and opportunities to stakeholders

Influence Cross-Functional Strategy

• Feed product performance insights and patient behaviour data into paid search and paid social planning

• Partner with the CRM team to ensure product categorisation, tagging, and lifecycle messaging align

• Work with Commercial and Operation teams on inventory planning; identify range gaps and market opportunities

• Brief the web development team on UX improvements, content priorities, and technical requirements

• Contribute to pricing performance analysis and provide recommendations based on competitive and customer behaviour insights

Support Patient-Facing Content

• Collaborate with internal teams to create compelling product guides, FAQs, comparison tools, and educational content

• Ensure all patient-facing content is accurate, compliant, and supportive of the customer journey

What do you need?

Experience

You have 4–7 years' experience in e-commerce, ideally with D2C brands. You've run or significantly contributed to a digital channel—whether from merchandising, product, operations, or growth—and you've driven commercial outcomes.

You understand how to make trade-offs between tactical execution and strategic impact. You're comfortable in ambiguity and can prioritise ruthlessly when everything feels urgent.

Must-Have Skills & Attributes

• E-commerce platform expertise: Strong working knowledge of Shopify (headless CMS experience a plus). You can manage products, metadata, and basic site structure confidently.

• Analytical mindset: You use data to make decisions. You're comfortable with GA4 or similar analytics tools; you can interpret trends and translate them into action.

• Detail-oriented with operational discipline: You catch errors others miss. You build processes that scale. You're comfortable with product data and compliance tagging.

• Customer-focused thinking: You genuinely care about user experience. You listen to feedback and iterate based on what patients actually need.

• Cross-functional communicator: You work well with teams you don't manage. You can explain