Over 65 years ago, George Stephen cut a metal buoy in half, and then added a grate & three legs, thus creating the iconic kettle barbecue. Ever since then we’ve been making grills of the highest quality. 

However, we don’t just manufacture barbecues. We like to say, “we’re not metal benders, we’re in the entertainment business.” And that’s because we’re driven by the same passion that inspired George back in 1952, to improve the whole barbecue experience. 

Our comprehensive range of high-quality grills & innovative accessories make lighting, cleaning & cooking on your barbecue effortless. We’re also committed to ensuring that Weber owners get the most out of their barbecues. We teach how to barbecue the Weber Way through our range of cookbooks, recipes, apps and even hands-on barbecue courses at the Weber Grill Academy.

Online is the starting point for so many people when they are researching which barbecue to buy or googling how to barbecue a particular recipe. As the leading barbecue brand in the world we need to own online for all things barbecue. The Digital & Ecommerce Manager is charged with ensuring that happens, whether it be dominating the online shopping journey or being the go-to for any barbecue related query. 

The Digital & Ecommerce Manager also takes the lead when it comes to our direct to consumer interaction, driving sales on our online shop and ensuring that our after sales team deliver first class service throughout any customer interactions.

Digital & Ecommerce Manager (M/F)

Key Responsibilities

As part of our Western Europe team, this role will work across Holland, Belgium, Luxembourg, UK & Ireland.

Key responsibilities will include the following:

1. Increase Traffic to Weber  

• Drive acquisition through Search Engine Marketing 
• Manage SEO to ensure Weber is favourably positioned on barbecue related search 
• Position Weber as the voice of authority on all things barbecue by securing the right content from the EMEA marketing & Western Europe team   
• Work with the Brand Communications manager to develop a targeted and impactful approach to newsletters  
• Develop assets for retailer partners to promote the brand right way on their digital channels 
• Maximise the impact of social media, influencers and bloggers through working with the Brand Communications and Country Marketing Managers
• Collaborate with Country Marketing Managers to ensure any digital advertising is efficient and impactful 

2. Drive a premium e-tail operation 

• Growth our Ecom sales in all countries, delivering against annual sales targets 
• Create promotional activity to increase sales on the Ecom platform, consulting with Sales & Marketing Country leads to mitigate channel conflict  
• Determine product ranging with Sales & Marketing Country leads 
• Liaise with the Sale Planner & Operations Managers to ensure stock is readily available 
• Cooperate with the EMEA digital team to implement communication & navigation which simplifies the decision-making process for shoppers 
• Analyse and improve the shopper journey, personalising content where possible   
• Develop best in class content with EMEA team to showcase the Weber products
• Improve the cross-selling of accessories and other products 
• Execute campaign and promotional activity on time, in an impactful way
• Promote our premium retail partners to drive footfall to their physical stores 
• Harmonise the manner in which Weber product is sold on retailer websites, supporting them with rich content 
• Create branded Weber stores on specific retailer websites  
• Measure & report on key metrics

3. Deliver First Class Service  

• Manage UK Customer service team
• Integrate Social Media into our customer service operation  
• Work with Operations team to create a delivery service that befits the brand
• Develop added value services for weber.com 
• Increase product registrations and develop a credible CRM offering with the EMEA digital team

About You 

Experience 

• Minimum of a bachelor degree 
• 3-5 years working in digital marketing
• Previous experience running an ecommerce website preferably for a premium consumer brand 
• Thorough understanding of Google Analytics, SEO, SEA & CRM 
• Used to managing agencies to deliver projects on-time 
• Direct management of managing individuals 
• Experience in a customer service related role would be advantageous 
• Worked with multiple stakeholders across countries & cultures 

Skills

• Highly analytical, able to turn data into insights and actions
• Real commercial mindset, and recognising the impact of any decisions
• Objective and empathic when dealing with customer queries 
• Highly organised with strong project management skills 
• Can-do attitude and thrives on taking on responsibility 
• Strong communicator, able to manage multiple stakeholders
• Have an international mind-set, willing to embrace different cultures 
• Ability to work both independently as well as in a team
• Able to bring others round to your way of thinking

Over 65 years ago, George Stephen cut a metal buoy in half, and then added a grate & three legs, thus creating the iconic kettle barbecue. Ever since then we’ve been making grills of the highest quality.

 However, we don’t just manufacture barbecues. In fact, we say, “we’re not metal benders, we’re in the entertainment business.” And that’s because we’re driven by the same passion that inspired George back in 1952, to improve the whole barbecue experience.

 Our comprehensive range of high-quality grills & innovative accessories make lighting, cleaning & cooking on your barbecue effortless. And we’re committed to ensuring that Weber owners get the most out of their barbecues. We teach how to barbecue the Weber Way through our range of cookbooks, recipes, apps and even hands-on barbecue courses at the Weber Grill Academy.

 We also pride ourselves on our customer service. Handled by the After Sales team, we are renowned for fast, efficient and effective support. Alongside our extensive warranty program, the After Sales team is responsible for ensuring that our Weber owners are supported throughout their relationship with the company. The After Sales Assistant will the “voice” of Weber, tasked with supporting the customer experience and ensuring that we deliver consistent and memorable experiences across the UK & Ireland.

After Sales Assistant (M/F)

Key Responsibilities

The key areas of responsibility for this role are as follows:

• Be the ‘voice’ of Weber and a fountain of knowledge for our customers
• Support the customer experience throughout all touch points (Calls, Email, Social Media, Live Chat, Mail, etc.)
• Managing a high number of emails and calls, where cases are to be solved within Weber’s SLA
• Handling warranty inquiries
• Identifying problems, troubleshooting technical issues and determining an appropriate course of action
• Reporting on recurring claims or topics to Line Manager
• Achieve/exceed the annual targets for replacement part sales to our customers
• To develop and promote additional sales activities.
• Support customers throughout their online shopping experience Handling delivery inquiries, refund requests and general inquiries

About You

Experience

For the After Sales team at Weber, the number one focus is to offer a premium customer experience. Any problems presented to us are approached in a customer-focused way with realistic and fair solutions

• You will have previous customer service experience
• You will be highly numerate with strong attention to detail
• Calm with a measured approach to workload and prioritization
• The ability to balance numerous client queries at the same time
• Excellent communication skills
• Ability to build rapport and trust with customers
• As all of our tasks are handled digitally, sound computer literacy is a mus

Skills & Interests

●         Passion for food would be a plus  
●         Ability to work both independently as well as in a team
●         Enjoys tackling issues from a customer perspective
●         Work well under pressure and to multitask
●         Remains calm and objective when dealing with confrontation
●         Problem solver with a love for troubleshooting issues

In summary – We are seeking a megastar to join the Weber ‘family’ and become a Customer Service Legend.