Job Description
The position is available in London, Dublin, Newcaslte, and Winnersh
Optimise and elevate the Small Business journey and conversion points of and our web marketing funnel for Small Business.
Setup, analyse and provide insights to all available customer touchpoints on to inform our NCA strategy and GTM plan. Improve the effectiveness of the website in driving new customer acquisition, creating demand and driving LTV.
This role will be instrumental in revolutionising our digital customer engagement and transforming Sage’s customer experience for the Small Business Segment.
LI-AG2Key ResponsibilitiesKey accountabilities and decision ownership :
Define and setup framework to collect customer journey analysis, defining KPI’s to measure success and deliver on agreed conversion / ARR / Unit targets
Analyse and interpret trends and pattern to provide insights and actions for customer experience optimization and harvesting demand
Measure and report effectiveness of new customer acquisition program implementation and provide recommendations for pivoting to improve conversion touchpoints
Analyse and compare effectiveness for different product lines, x-sell programs and investment levers.
Develop dashboards / scorecards providing regular performance and KPI reporting that can drive business decisions daily.
Track and analyse website metrics and KPIs to assess website health, gain customer insights, and identify new ways to improve the customer journey
Identify popular themes and types of content to drive customer engagement and align this content with the appropriate channels / journey.
Inform, rollout and prioritise digital testing strategies, roadmaps and plans with data analysis and insights, working together with broader cross functional teams including WCM WCO, XD, Product, Global Content etc
Work with IT and Marketing Ops to drive improvements in site performance
Agile approach to working meeting daily, weekly, quarterly to report and deliver annual sales Unit and ARR Targets
Work cross functionally with teams including WCO, WCM, Product, Marketing Ops, Marketing, Customer Success
Influence the eCommerce product development / XD roadmap to meet the needs of the SB UKI customer and market
Manage the CRO Executive through goal setting, prioritisation of initiatives and regular 1 : 1s
We are looking for a commercial and results driven individual, with direct experience (7+ years) and a proven track record in CRO and optimising online customer journeys.
Ideally this would be in a fast-paced ecommerce environment (B2B or B2C) and experience in online subscriptions or online retail is a plus.
They should have a passion for and ability to interpret data to provide meaningful insights and inform business decisions that will improve the customer journey, in order to build testing pipelines and manage business priorities across a wide product portfolio.
Strong and confident stakeholder management and an ability to influence and communicate effectively is a must as the role requires working across multiple cross-functional teams.
The role will also involve the management of 2 CRO Executives and therefore this person must be adept at team leadership, coaching and fostering a culture of performance.
