Customer Director

The Customer Director, will own the customer experience across Ecommerce and Marketing. They will lead the teams that define how Rohan presents itself across digital channels and brand touchpoints. Managing both the Ecommerce Manager and the Marketing Manager, while working closely with the Head of Retail to deliver an integrated understanding of customer behaviour and sales performance.

You will work alongside the CEO and Rohan Board to develop and communicate the brand vision.

This role requires a strategic, commercial and customer-first leader who can balance brand-building with performance, oversee cross-functional campaigns, and deliver against growth targets.

Requirements

• 8+ years’ experience in senior customer, ecommerce or marketing leadership roles (ideally within retail, fashion or outdoor clothing sectors).
• A track record of delivering brand and performance growth across multiple channels.
• High-level experience managing and developing teams across ecommerce, marketing and creative disciplines.
• Strong analytical skills, comfortable using data and insight to shape strategy, drive performance, and influence internal stakeholders.
• Deep understanding of omnichannel customer journeys, including the commercial aspects of retail.
• Strategic thinker who can shape direction, while still being hands-on and action-oriented.
• Excellent commercial acumen, with full ownership of budgets, forecasting and ROI.

About the role

Customer & Channel Strategy

• Own and optimise the customer journey across marketing, ecommerce and retail, aligning messaging, content, and performance
• Lead and execute the overall marketing strategy to elevate brand awareness, drive demand generation, and enhance customer loyalty
• Be the main owner of customer behaviour insights, using data and research to shape strategies across ecommerce and retail
• Collaborate closely with the Head of Retail to ensure a cohesive brand and customer experience across all sales channels.
• Champion customer-centric thinking across the organization, helping ensure we understand and serve our audience better than anyone else
• Drive market research and customer insights to inform product positioning, messaging, and targeted marketing campaigns

Brand & Creative Ownership

• Primary guardian of the Rohan brand, approving all marketing campaigns and creative assets across ecommerce and retail.
• Ensure consistent tone, visuals and messaging across all digital and print outputs, including campaign photography, packaging, digital content and social media.
• Oversee the strategic direction for all brand campaigns, aligning with seasonal trade plans and business objectives.
• Guide the creative process for digital assets, ensuring they resonate with target audiences while maintaining brand integrity.
• Cultivate a positive and compelling brand story that strengthens brand loyalty and drives customer engagement

Commercial Performance & Planning

• Own forecasting and budget planning for ecommerce and marketing, ensuring each is resourced appropriately and delivers within budget.
• Work closely with Merchandising and Retail to develop and implement marketing activities to support the Trading Calendar
• Deliver against agreed customer performance and sales targets, identifying and acting on opportunities to improve conversion, retention and engagement.
• Own the customer commercial plans, ensuring ecommerce and marketing work in harmony to drive growth across all customer channels, including retail sales.

eCommerce Performance & Growth

• Oversee all aspects of eCommerce, ensuring seamless integration with marketing campaigns to drive online sales growth.
• Analyze online customer journeys, conversion rates, and user behavior to develop strategies for optimizing the eCommerce experience.
• Implement and monitor eCommerce KPIs including sales, traffic, conversion rates, and average order value to ensure the achievement of revenue goals.
• Develop and execute digital marketing strategies to drive traffic and sales, including SEO, SEM, email marketing, and social media advertising.

• Directly manage the Ecommerce Manager and the Marketing Manager, with oversight of their respective teams (including creative, social, digital, CRM and performance).
• Foster a culture of collaboration, accountability, and commercial focus, supporting team leads to set and deliver clear performance goals.
• Lead regular cross-functional planning meetings to ensure alignment across ecommerce, marketing and other key departments.

• Oversee external relationships tied to ecommerce and marketing such as creative agencies, digital platform providers, loyalty schemes and analytics tools.
• Lead partnership planning and execution ensuring all collaborations are on-brand, commercially viable, and strategically aligned.

What’s in it for you?

• Free onsite parking
• Personal Rohan clothing allowance
• 50% discount on our clothing
• Contributions to a Pension scheme
• Life cover based on salary
• Employee Assistance Scheme