Digital and Ecommerce Project Manager

Digital and Ecommerce Project Manager - Omni channel delivery and payments

Role purpose

Deliver customer facing digital and ecommerce projects across interdependent business and technology teams. Coordinate online journeys, payment services and fulfilment dependencies so that releases achieve the agreed customer and commercial outcomes with controlled operational risk.

Key responsibilities

•  Own project scope, delivery plans, budgets, dependencies and reporting across assigned digital or ecommerce initiatives.

•  Translate business objectives into agreed deliverables and acceptance criteria with product, digital and operational stakeholders.

•  Coordinate web or app delivery with order management, inventory visibility, fulfilment, customer service and finance dependencies.

•  Manage payment service provider or acquiring partner workstreams where in scope, including checkout, refunds, reconciliation and failed payment handling.

•  Coordinate solution delivery, integration testing, security review, user acceptance and operational readiness with accountable specialists.

•  Plan release sequencing around trading activity, manage go live decisions and coordinate hypercare and incident escalation.

•  Track benefits using agreed measures such as journey completion, payment success or fulfilment performance, and transfer ownership to the business.

Essential experience and capabilities

•  A proven record of delivering digital or ecommerce projects involving customer facing transactional journeys.

•  Experience coordinating omni channel dependencies between digital platforms, stores, fulfilment or customer service.

•  Practical payment related project delivery experience involving integration, reconciliation, refunds or transaction exceptions.

•  Strong project governance, planning, budget control and stakeholder management across business teams and technical suppliers.

•  Experience with integration testing, release readiness and stabilisation in a live trading environment.

•  Ability to explain delivery risk in terms of customer impact, revenue, operational workload and service continuity.

Preferred experience and capabilities

•  Retail ecommerce, loyalty integration, Click & Collect or last mile delivery experience.

•  Understanding of payment security dependencies and experience coordinating the responsible security and compliance specialists.

•  Experience with agile and hybrid delivery and a relevant project management qualification.

Expected outcomes

•  The project delivers agreed customer journeys and integrations with clear acceptance and accountable ownership.

•  Payment, fulfilment and support exceptions are understood and tested before release.

•  Business owners can assess release performance against agreed baselines and sustain improvements after handover.

Stakeholder environment

Digital and ecommerce teams, product owners, IT, stores, supply chain, OMNI operations, customer service, finance, security and payment or delivery partners.