Online Trading Manager - Maternity Cover

Join the Legacy and Future of West Ham United

Founded in 1895, West Ham United is a club that blends rich tradition with a forward-thinking approach, creating an exciting, ever-evolving football culture. Based in the heart of London, we proudly call the London Stadium home — a state-of-the-art venue with a capacity of 62,500, making it one of the largest in the country. We are also dedicated to providing the most affordable Premier League tickets in London, championing Accessible Family Football for all.

Our women's team, achieving professional status in 2018, has soared to new heights in the Women’s Super League and reached the prestigious FA Cup final. Meanwhile, our cutting-edge Academy, which opened in 2019, is nurturing future stars, producing first-team players like Declan Rice and Ben Johnson.

With ongoing improvements to the stadium, including the iconic Billy Bonds Stand, West Ham is constantly evolving, making sure our fans experience the best in matchday atmosphere and comfort. We are also incredibly proud to hold the Disability Confident Leader status, reflecting our dedication to inclusivity and accessibility.

As we continue to grow, so does our workforce. With a dedicated team of 300 core staff and 500 event and Foundation employees, West Ham United offers a truly unique working environment. We’re especially proud to have been awarded the Premier League’s Advanced Equality, Diversity, and Inclusion Standard in 2023 — our second consecutive recognition — underlining our ongoing commitment to fostering an inclusive, diverse, and dynamic workplace.

Join us and become part of a club that stands at the crossroads of history, ambition, and innovation. West Ham United is where passion, progress, and inclusivity come together to create something special.

Why Join Us?

Diversity & Inclusion: We believe a diverse team drives creativity and strengthens performance. We welcome applicants from all backgrounds and identities to apply.

Health & Wellbeing: We are committed to protecting the physical and mental health of our staff, ensuring a balanced and supportive work environment.

Career Growth: As part of a premier football club, you will have opportunities to grow and innovate in an exciting and fast-paced environment.

If you’re ready to bring your passion for Retail Trading and football to one of the world’s most iconic clubs, apply now!

Online Trading Manager

Location: London Stadium, Stratford

Hours: 37.5 hours per week (Hybrid working, minimum 3 days per week on site)

Contract: Fixed Term Contract (Maternity cover)

We are currently recruiting for an Online Trading Manager on a fixed-term contract. This role is pivotal in overseeing the day-to-day operations of our online store while driving eCommerce performance. The successful candidate will be responsible for maximising online sales and enhancing the customer shopping experience. A strong understanding of customer behaviour, web analytics, website optimisation, and eCommerce merchandising is essential.

Main Responsibilities:

Utilise business analytics and tracking tools to benchmark, measure, and analyse key performance indicators as defined by management.

Review customer demand, returns, and stock availability to meet stakeholder expectations.

Ensure optimal stock availability across the website, allocating inventory strategically to align with forecasted demand.

Plan and execute retail content initiatives—from concept development to stock planning—while achieving the desired brand aesthetic.

Own the retail digital marketing calendar, including the scheduling and execution of email campaigns.

Create and manage retail campaigns, including the development of campaign-specific landing pages.

Oversee end-to-end campaign delivery, including major retail events such as kit launches, player signings, and Black Friday/Christmas promotions.

Manage all product data entry, ensuring content is accurate, up to date, and includes correct assets and pricing.

Take responsibility for content management and on-site merchandising, ensuring the website is visually appealing and commercially optimised.

Drive continuous website optimisation, including site performance enhancements, user experience improvements, and effective site search functionality.

Plan and manage the weekly activities of the auction site, maintain the auction calendar, and identify opportunities for ongoing optimisation.

Ensure all static web pages and store-related information are accurate and regularly updated.

Project manage the implementation of new software, tools, and services across the website and back-end systems.

Provide support and troubleshooting for EPOS and pricing queries from physical retail stores, including out-of-hours assistance when required.

Manage the relationship with the logistics partner to ensure timely delivery, competitive international shipping, and optimal fulfilment performance.

Stay actively involved in the day-to-day operations of the online store's packing team, monitoring service levels and addressing any backlogs or issues.

Collaborate with the customer service team to communicate site promotions and changes, and assist in resolving customer-facing queries.

Contribute to A/B testing strategies, working closely with stakeholders to improve the customer journey and prioritise UX enhancements.

Lead the development of the online store roadmap, defining the vision for future functionality and eCommerce innovation.

Manage the relationship with the website provider to ensure delivery of a high-performing, user-friendly online experience.

Coordinate retail photoshoots with the player care/appearance team to ensure all apparel is photographed on players.

Advocate for the customer at every touchpoint, ensuring an optimised omni-channel experience, with particular focus on mobile usability.

Work in partnership with the wider club teams to support matchday retail activities and ensure all associated content is accurate and aligned.

Collaborate with internal stakeholders—including management, IT, marketing, and digital teams—to support the growth of the online store.

Manage relationships with external partners, platform hosts, and service providers to deliver robust, business-aligned support.

Carry out additional tasks and responsibilities as assigned by management.

Additional Requirements

You will be required to work on matchdays as part of your role. Training is mandatory in at least one of the following operational areas:

Tills

Prep Room

Shirt Printing

Matchday Shift Times (subject to fixture kick-off)

Kick-Off TimeShift Time

3:00 PM9:00 AM – 7:00 PM

12:00/1:00 PM9:00 AM – 6:00 PM

7:45/8:00 PM9:00 AM – 9:30 PM

7:45/8:00 PM9:00 AM – 10:00 PM

You will also be expected to work during peak trading periods to support the online store, including but not limited to:

Kit Launches

Black Friday

December Holiday Trading

Major Promotional Campaigns

Skills, Knowledge & Experience:

Ecommerce Trading Experience in a similar role within the sports or fashion retail sector.

Proven track record of delivering online sales growth through effective trading strategies.

A genuine passion for delivering an exceptional customer experience, with experience developing promotional roadmaps and managing content for eCommerce platforms.

Proficient in using Content Management Systems (CMS) and analytics tools to drive performance.

Strong communicator, comfortable engaging with internal teams (e.g., IT, marketing, supply chain) and external stakeholders (e.g., logistics, platform providers).

Meticulous attention to detail with the ability to manage multiple priorities in a fast-paced environment.

Data-driven mindset, with hands-on experience using digital analytics tools for performance evaluation.

Demonstrated leadership and team management skills, acting as a brand ambassador for the club and supporting the development of team members.

EDI Statement

Our club's history is rooted in a solid commitment to equity, diversity, and inclusion, and we openly strive to be leaders in promoting EDI values. West Ham United is tactical in its approach to addressing inequity and prioritising the undertaking of meaningful and lasting change for all.

We prioritise removing barriers to attracting and engaging the best talent from all communities. We are proactive in creating equal access to opportunities and benefits for everyone and a discrimination-free environment where everyone experiences being treated with dignity and respect regardless of their background, circumstances, or protected characteristics.

Safeguarding

At our Club and Foundation, we advocate a proactive approach to ensure every child and adult has the right to experience safety and be treated with care, respect, and dignity. Therefore, we prioritise protection from harm and promote safeguarding good practice and compliance as an integral part of all our operations and engagement. This includes conducting robust, safer recruitment checks to identify any potential risks associated with individuals who may pose a threat to children or adults who are at risk of harm.

Everyone, including third parties who work with the Club or the West Ham Foundation, is responsible for ensuring the safety and well-being of vulnerable individuals. It is non-negotiable to remain vigilant, promptly report any concerns as outlined in our safeguarding policies and guidelines, and tak e decisive action to prevent harm, abuse, and neglect. Each person must actively contribute to creating a safe environment for everyone.

How to Apply

To apply, please reply to the link with your full CV and a supporting statement outlining your motivation for applying and how you feel you meet the profile of the candidate we are looking for.

The deadline for applications is 5pm Thursday 29th May 2025. Please note that the vacancy may close early if there is a high volume of applicants.

Queries

Thank you for your interest. If you have any queries, or require support with your application, please contact [email protected]