Digital Manager

About the Brand

Aromatherapy Associates is a premium British wellbeing brand with a thriving direct-to-consumer business across the UK, US, and global markets. Our digital channels are where the brand comes to life for thousands of customers, and we're looking for a Digital Manager to take ownership of them. This role is for an ambitious operator ready to step up from an executive role into their first management position, motivated by driving value to a small business with 41 years of heritage in global premium spas and retailers.

About the job

You'll sit at the heart of our ecommerce and digital team, partnering with the Senior Global Ecommerce & CRM Manager to drive customer experience and trading performance across the Shopify website; Supporting the senior manager with conversion rate optimisation alongside campaigns, content, promotions, and the insight that shapes what we do next.

This is a role with real breadth and real ownership. One day you're bringing a seasonal campaign to life on site; the next you're pulling performance data that feeds directly into trading decisions, or spotting a customer insight that changes our next activation or new customer journey onsite. You'll see the full picture of how a premium wellness brand trades, with senior specialists around you who are genuinely invested in your development. It's the perfect role for someone who's cut their teeth in ecommerce or digital as an executive and is now ready to take that first step into management, taking on ownership, accountability, and the chance to accelerate their career within a beauty and wellness brand that people love.

Why This Role Exists

Our Senior Ecommerce & CRM Manager currently cover multiple channels spanning strategy, execution, BAU, and seasonal activations. This role creates a dedicated owner for the executional and tactical work that keeps the business trading well, freeing the wider team to focus on strategy and growth. You'll join at a point where your contribution is immediately visible and genuinely valued, with the room and the mentorship to grow into a confident manager who owns their channels end to end.

Key Responsibilities

Customer Service Support: Triage and action customer service tickets relating to the online store, orders, and promotions. Draft responses for edge cases and complex queries in brand tone of voice, escalating commercial or technical issues where needed.

Site Content & Merchandising: Own product page copy updates, assist with seasonal content refreshes and campaign switch-overs, QA new pages and landing experiences, and raise/track development tickets for site changes.

Daily & Weekly Trading Reporting & Tactical Execution: Ownership of the relationship between eCommerce and the Paid Media function (internal and external stakeholders) with campaign tracker maintenance, asset coordination, and landing page requirements.

Daily Trouble Shooting Website or Feed Issues: Support the Global Senior eCommerce & CRM Manager with quality assurance (QA), troubleshooting website issues, raising well-documented tickets with the dev agency and following them through to resolution.

Agile AI Tools & Canva Usage for Onsite Updates: Ownership of creative changes and copywriting onsite when needed to shorten lead times.

Weekly Agency Support Across CRM, Creative Production & Developers: Support agency correspondence. Briefing, chasing updates, and tracking deliverables across development and marketing partners.

Monthly Research & Customer Insight: Compile competitor benchmarking reports, monitor customer reviews and feedback for emerging themes, and collate on-site search and Microsoft Clarity data to inform CRO and content priorities.

Person Specification

Must-haves:

• 2–3 years' experience in an ecommerce, digital, or marketing role, ideally at executive or senior executive level and ready to step into your first management position
• Hands-on Shopify experience — confident navigating admin, updating products and content day to day
• Proven experience of conversion rate optimisation techniques and landing page creation
• Confidence with data — able to pull, sanity-check, and present figures from analytics tools (Shopify, GA4, Triple Whale, or similar a plus)
• A proactive, curious mindset — someone who spots issues, takes ownership, and suggests improvements rather than waiting to be told
• Highly organised, able to juggle recurring admin, briefs, and ad hoc requests without dropping the ball

Nice-to-haves

• Ability to create and resize assets in Canva, if you have experience with Figma this would be great but not essential
• Strong written communication with an eye for detail, comfortable adapting to a premium brand tone of voice
• A genuine interest in beauty, wellness, or premium consumer brands is a real advantage
• Experience working alongside developers and raising technical tickets
• Experience corresponding with customer services teams to support them resolve any technical web tickets

What We Offer

• Broad exposure and ownership across ecommerce, CRM, trading, paid media, and CRO within a lean, senior team
• Direct mentorship from experienced Ecommerce and CRM manager as you step into your first management role, with clear escalation paths
• Hands-on experience with a modern DTC stack: Shopify, Klaviyo, Triple Whale, GA4, Microsoft Clarity, and Yotpo/Trustpilot Customer Reviews tool
• The chance to grow with the role as our DTC business scales across the UK, US, and global markets
• Hybrid working model with Brentford HQ.
• Competitive salary and loads of benefits such as:
-25 days of annual leave, plus bank holidays and an additional Wellness Day dedicated to enhancing your personal wellbeing

-Welcome starter gift

-Monthly product allowance & discount for friends & family

-Private pension scheme

-Vitality private healthcare

-Life insurance

-Enhanced maternity, paternity, adoption & dependent leave

-Long service awards

-The chance to work with a respected wellbeing brand at a pivotal moment in its growth

-A purpose-driven culture with a commitment to sustainability and wellbeing

-Opportunities to experience treatments, test new products and enjoy exceptional staff perks

-Career development supported by tailored Personal Development Plans

-As a certified B Corp organisation, we provide two paid volunteering days each year so employees can give back to their communities

-Exclusive access to our wellbeing products and treatments