E-commerce & CRM Lead

Hem's journey is just beginning. You'll help shape a global progressive design brand with real ownership, high standards, and a close-knit team that values quality, culture, and bold ideas.

About the Role

We're looking for a dynamic and hands-on E-commerce and CRM Lead to take end-to-end ownership of Hem's digital store and catalogue - and You'll drive sales growth, conversion, and retention across all online customer segments, including design-conscious individuals and trade professionals (Hem Pro), while delivering a best-in-class brand experience online with visuals and references for our B2B clients.

Your Responsibilities:

Digital Store Operations

• Oversee product uploads, merchandising, and on-site messaging across and Hem Pro
• Collaborate closely with Head of B2B Project Sales to align visuals and language with the needs of our digital first product catalogue
• Manage and execute digital campaigns and sales events, from discount setup and messaging to performance tracking
• Act as project owner and coordinator towards with Hem's developers and tech partners to optimize our headless e-commerce stack - prioritizing development needs for performance and UX
• Ensure site updates align with product launches, commercial initiatives, and editorial content

Markting & Growth Activation

• Deliver E-commerce revenue and margin (after marketing) vs budget through continuous optimization of traffic, conversion, AOV, and CAC
• Own and manage the marketing budget
• Build and deliver the digital marketing roadmap, campaigns and promotions across CRM, newsletters, digital advertising, and social media
• Brief and manage creative consultants to deliver compelling commercial campaigns
• Optimize paid media campaigns (Meta, Google, etc.) in close collaboration with our Paid Marketing Expert

Customer Experience & CRM

• Develop CRM strategies to increase loyalty and retention
• Ensure consistent brand experience across all digital touchpoints, in collaboration with our internal Commercial Team and external marketing creatives

Performance & Reporting

• Track and report on core E-commerce metrics including:
• Net Sales
• Orders, AOV, CVR, CAC, LTV
• CRM engagement (open/click rates, list growth, segmentation)
• Paid media performance (ROAS, CPC, CTR)
• Flag underperforming areas and propose improvements
• Support business reviews with data insights and actionable recommendations

The Nature of the Role

This role sits at the intersection of 
digital sales performance
, 
brand experience
, and 
technology
. As E-commerce & CRM Lead, you'll take end-to-end ownership of Hem's digital store and catalogue - and - driving sales, conversion, and retention online, while shaping how customers experience our brand across every digital touchpoint.

The scope 
blends commercial ownership with operational execution
. You'll plan and deliver campaigns, build out journeys that convert and retain, and continuously refine CRM, site UX, and paid media to close performance gaps. At the same time, you'll act as a bridge between commercial, brand, tech, and customer service teams - ensuring everything we put into the world is clear, intentional, and customer-focused.

Success in this role means 
hitting your sales targets while improving the end-to-end digital journey
. From lifecycle campaigns to conversion flows, homepage strategy to campaign landing pages, you'll connect the dots to drive growth and elevate the Hem catalogue online.

About You

• 3+ years experience in e-commerce, CRM, or digital marketing
• Strong analytical mindset and problem-solving skills - you love owning and improving KPIs
• Hands-on experience with Shopify, Klaviyo (or similar), Contentful (or similar), and paid channels (Meta/Google Ads)
• Confident acting as coordinator and brief owner towards developers and tech partners
• Familiarity with headless e-commerce architecture is a plus
• Comfortable shifting between strategy and execution
• Bonus if you have experience in design, lifestyle, or consumer brands

You Might Be a Fit if You:

• Take full ownership of your sales and performance metrics
• Are a confident communicator who can align stakeholders and brief creatives with clarity
• Combine a structured, analytical mindset with strong visual and editorial sensitivity
• Thrive in a fast-paced, detail-driven environment where every pixel and percent matters
• Balance commercial ownership with operational execution - and enjoy switching between both
• Are fluent in digital tools like Shopify, Klaviyo, Contentful, Google Ads, and CRM platforms
• Have a commercial instinct and love optimizing journeys, funnels, and flows
• Take ownership, improve processes, and bring ideas to life without waiting to be asked
• Are passionate about high-end design and want to help build a global digital flagship for a progressive design brand

Why Join Us?

At Hem, we believe building a progressive design brand means doing things differently — with bold ideas, high standards, and a willingness to challenge convention.

Joining Hem means becoming part of a close-knit, international team that cares as much about quality and culture as it does about performance. You'll have real ownership, the freedom to shape your area of responsibility, and the opportunity to make a visible impact as we scale our global presence.

We work hard, move fast, and care deeply, about our products, our customers, and each other. If you're excited to help shape the next chapter of a high-end design brand with global ambitions, you'll feel right at home.