Digital Personalisation & Optimisation Manager

Job description

Digital Personalisation & Optimisation Manager

We are open to both a Coventry and London base location for this role.

As Digital Personalisation & Optimisation Manager, you’ll be responsible for leading a team of digital experts to continuously improve and optimise the digital experience for our customers across our general merchandise websites and app to achieve our commercial ambitions. This role is focused on leading the delivery of our web and app personalisation strategy, and later this year the growth of our conversion rate optimisation (CRO) program, to ensure each and every customer receives the most relevant and tailored experience as possible.  

What outcomes I need to deliver:

• Manage a team of digital experts that are focused on personalising the customer experience of our websites and app.
• This role will focus on delivering on the three strands of our personalisation strategy:
  • Segmentation: Augment the experience for a customer based on the interest and behaviours across our website and app (e.g. based on their category and browse behaviour)
  • Personalisation: Tailoring the experience for a customer based on what we specifically know about them. For example, a Nectar customer or financial services customer may get a different experience based on their profile. 
  • Contextual: Delivering a more tailored experience for a customer based on their location, context or entry point / referring source. For example, tailoring the experience based on the weather in a user’s current location. 
• Manage and regularly lead the ideation and management of a backlog of tests that support our personalisation ambitions. Work cross functionally to bring testing to life and track the results in a robust and objective way to optimise future performance and activity. 
• Partner with our internal marketing teams to deliver our primary personalisation use cases leveraging our customer data platform, whilst supporting consenting base growth.
• Work closely with our digital analytics team to understand the impact of our personalisation activities and the incremental benefit it delivers.  
• Work closely with our customer insight team and other key stakeholder customer-focused digital teams to understand points of friction in our experience which may benefit from personalisation and/or CRO augmentation.
• Develop and build new workflow and processes across functions to land personalisation activity in the most efficient and effective manner. 
• Partner closely with product teams to understand and support the development roadmap for personalisation acting as an important point of contact for future developments and how we leverage them once released. 

What I need to know and show:

• A strong understanding of customer data, customer segmentation and experience of a DXC platform (e.g. Uniform, Optimizely, Adobe Experience Manager) is essential. 
• Previous experience working in a commercial digital environment. Ideally you will have experience of managing teams that focus on delivering personalised experiences and/or CRO testing through websites, apps and/or marketing channels. 
• You will have specific expertise and knowledge of personalisation technologies and audience building through (but not limited to) customer data platforms and digital experience compositions.
• Proven track record of personalising or optimising customer experiences to deliver customer and commercial value. 
• Highly analytical mindset that can leverage and interpret complex data from a variety of sources to build an understanding of customer behaviour and performance.
• Highly competent in the use of and application of web-analytics data (experience with Adobe desirable) and how it can be used to understand customer behaviour to drive decision making. 
• Experience working with product, technology, and engineering teams to achieve the best possible outcome for our customers.
• Demonstrate an ability to work at pace to deliver a programme of activity that will enhance the customer experience.  
• Proven ability to lead, coach and develop a winning team through an authentic and empowering leadership style.           
• An excellent communicator that can not only understand complex problems and challenges but communicate them in a clear and articulate way to less technical audiences. 
• You will be effective at developing strong working relationships with key colleagues across many business areas including Technology, Commercial, Marketing and Analytics functions. 

What decisions I can make including budget:

• Ability to make decision regarding the personalisation of our websites and apps
• Relationship owner with key 3rd parties

Directly or indirectly manages:

• Team of 3:
  • Digital Personalisation & Experience Lead  x 2
  • Digital Personalisation & Experience Support (Offshore) x1

Support we will provide:

• Technology and access to all necessary tools for you and your team along with flexible working arrangements in order to be most effective.
• Sainsbury’s Learning & Development resources along with line management support.
• Opportunity to participate in relevant industry events in order to remain current and up-to-date with industry dynamics and developments.

• Opportunity for access with both direct and indirect suppliers.

   

Essential Criteria:

• Team leadership experience.
• Test and learn experience in a digital environment.
• Use of CDP/DXC.

We are committed to being a truly inclusive retailer so you’ll be welcomed whoever you are and wherever you work. Around here, there’s always the chance to try something new — whether that’s as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we’ll also offer you an amazing range of benefits. Here are some of them:

Starting off with colleague discount, you'll be able to save 10% on your shopping online and instore at Sainsbury's, Argos, TU and Habitat, and we regularly increase the discount to 15% at points during the year. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 20% of salary, depending on how we perform.

Your wellbeing is important to us too. You'll receive an annual holiday allowance, and you can buy up to an additional week's holiday, and we provide private healthcare. We also offer other benefits that will help your money go further such as season ticket loans, interest free car loan of up to £10k, cycle to work scheme, health cash plans, salary advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. And if you ever need it there is also an Employee Assistance Programme.

Moments that matter are as important to us as they are to you which is why we give up to 26 weeks’ pay for maternity or adoption leave and up to 4 weeks’ pay for paternity leave.

Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibility criteria may apply).