The Brand.com Manager is a pivotal new role within Jim Thompson's E-Commerce team, created to bring full ownership of jimthompson.com in-house and to manage the newly developed Rest of World (ROW) site. This role leads the day-to-day operations, commercial performance, and customer experience across both the Thailand brand website and the ROW site — together forming the brand's direct-to-consumer digital estate and its highest-margin channels in the E-Commerce portfolio.
The ideal candidate is a commercially minded digital operator who combines strong analytical skills with a deep understanding of luxury and lifestyle fashion consumers. They will work closely with the Head of E-Commerce, the marketing team, and external agency partners to drive revenue growth, improve conversion, and build long-term customer loyalty.
1. Site Operations & Merchandising (TH & ROW)
- Own and manage the daily operations of both jimthompson.com (TH) and the ROW site including product uploads, content publishing, promotional banners, and landing page setup across both platforms.
- Maintain a best-in-class digital storefront that reflects the brand's luxury heritage — ensuring accuracy, visual consistency, and high content quality at all times.
- Plan and execute the promotional calendar aligned with marketing campaigns, seasonal launches, and commercial priorities.
- Collaborate with the buying, merchandise, and creative teams to ensure new collections are launched on-site with full assets and compelling product storytelling.
- Conduct regular site audits to identify and resolve content gaps, broken links, or poor user experience issues.
2. Commercial Performance & P&L Management
- Own the brand.com P&L — tracking 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 — including upselling, cross-selling, bundle promotions, and flash sales.
- Work with the Head of E-Commerce to set annual and quarterly revenue targets for brand.com.
- Manage agency relationships for performance marketing and SEO — briefing, reviewing performance, and holding partners accountable to ROI targets.
3. CRM & Customer Retention
- Own the CRM and email marketing program for brand.com — including lifecycle flows (welcome, post-purchase, win-back), campaign newsletters, and loyalty communications.
- Segment the customer database to deliver personalized, relevant messaging that drives repeat purchase and increases customer lifetime value (CLV).
- Collaborate with the CX staff to ensure a seamless post-purchase experience and resolve escalated customer issues.
- Track and improve key CRM metrics: open rate, click-through rate, repeat purchase rate, and churn.
4. Analytics & Reporting
- Own the brand.com analytics stack — maintaining clean GA4 tracking, setting up dashboards, and producing weekly and monthly performance reports for senior leadership.
- Translate data into actionable insights — identifying what is driving or hindering revenue and making clear recommendations for improvement.
- Monitor competitor websites and benchmark brand.com UX, pricing, and merchandising against industry best practices.
- Provide data-driven input into the annual planning process for budgets, headcount, and technology investments.
5. Agency & Vendor Management
- Serve as the primary day-to-day contact for the performance marketing agency (paid search, paid social) and the SEO partner.
- Brief and review all agency deliverables — ensuring campaign plans, ad creative, and optimization recommendations are aligned with brand standards and commercial goals.
- Manage the technology and development agency for platform maintenance, new feature requests, and bug resolution — prioritizing a backlog and tracking delivery.
- Lead the onboarding of new vendors as needed and ensure all agency contracts and SLAs are adhered to.
6. Cross-functional Collaboration
- Partner with the Brand and Marketing team to align the brand.com calendar with above-the-line campaigns, PR moments, and content strategy.
- Work with the Retail and Wholesale teams to ensure pricing, promotions, and inventory availability are coordinated across channels.
- Support the Head of E-Commerce in strategic planning, technology decisions, and cross-channel alignment across the full digital portfolio.
Education
- Bachelor's degree in Business, Marketing, Digital Commerce, or a related field. MBA is a plus.
Experience
- 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 (direct-to-consumer) website with ownership of commercial results. Experience managing multiple site instances or international storefronts is a strong 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 through agency oversight.
- Experience working with e-commerce platforms such as Shopify, Magento, Salesforce Commerce Cloud, or similar.
Skills & Competencies
- Strong analytical skills — comfortable reading data, building reports in GA4, and drawing commercial conclusions from metrics.
- High attention to detail with a strong eye for brand quality and content standards.
- Solid understanding of the digital marketing ecosystem: 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 — understands the relationship between traffic, conversion, margin, and profitability.
