The E-commerce / Online Ordering Manager is responsible for driving the digital guest ordering experience across all online sales channels, ensuring that menu presentation, ordering flow, promotions, and order fulfilment are seamless, profitable, and aligned with the venue’s brand standards. In a restaurant, club, or lounge environment, this role plays a critical part in converting digital traffic into revenue while protecting guest satisfaction and operational efficiency. It sits within the Technology & Systems function, working closely with operations, marketing, kitchen, bar, and delivery teams to keep online ordering platforms accurate, reliable, and commercially effective. Typically, the role reports to the Technology Manager, Operations Director, or General Manager, depending on the size and structure of the business.
- Core purpose of the role
- Own and optimise all online ordering and e-commerce channels, including direct website ordering, third-party delivery platforms, click-and-collect, and pre-order systems.
- Ensure a smooth, user-friendly customer journey from browsing to payment to fulfilment.
- Support revenue growth through smart merchandising, offer placement, upselling, and conversion-focused improvements.
- Key areas of responsibility
- Maintain accurate menus, pricing, modifiers, item availability, and trading hours across all digital platforms.
- Coordinate with kitchen and floor operations to prevent order errors, manage stock-outs, and align online offers with service capacity.
- Monitor sales performance, basket size, conversion rates, refunds, and customer feedback to identify improvements.
- Manage promotions, loyalty integrations, and digital campaigns in partnership with marketing.
- Troubleshoot platform issues, oversee vendor relationships, and ensure timely resolution of technical problems.
- Support compliance with payment security, data handling, and brand standards.
- What success looks like
- A highly organised, commercially minded, and detail-focused person who is comfortable working across both technology and operations.
- Someone with strong communication skills, a proactive approach to problem-solving, and the ability to act quickly under pressure.
- A candidate who understands guest expectations, can balance convenience with operational reality, and uses data to improve performance continuously.