Personalisation Experience Manager

Job Description

The Personalisation Experience Manager is responsible for delivering personalised onsite customer experiences that improve engagement, conversion and customer satisfaction across Frasers Group digital platforms.

Reporting to the Personalisation Lead, you will own the execution of the onsite personalisation roadmap, working closely with Product, UX, Trading, Analytics and Audience teams to build, launch and optimise personalised customer journeys.

This role is focused on turning customer insight into engaging digital experiences through testing, optimisation and continuous improvement.

Key Responsibilities

Onsite Personalisation

• Deliver personalised experiences across homepage, PLP, PDP, search, navigation, basket and checkout journeys.
• Build and manage the onsite personalisation roadmap.
• Identify customer pain points and opportunities to improve engagement and conversion.
• Translate customer insight into personalised onsite experiences.
• Develop hypotheses and testing plans using experimentation methodologies.
• Analyse results and continuously optimise experiences based on customer behaviour.
• Work with UX and Product teams to improve digital customer journeys.  
• Work closely with the Audience Manager to ensure onsite experiences utilise the most effective customer segments.
• Partner with Trading teams to align experiences with commercial priorities.
• Collaborate with CRM to ensure consistent customer experiences across channels.
• Monitor KPIs including conversion, engagement, revenue per visitor and customer interaction.
• Produce reporting and recommendations for stakeholders.
• Configure and manage personalisation campaigns using relevant platforms.  
• Manage the Personalisation Specialist and Personalisation Assistant.
• Develop team capability and encourage experimentation and innovation.
• Ensure delivery against roadmap priorities.  

Qualifications

What we're looking for:

• Experience delivering onsite personalisation or digital optimisation programmes.
• Experience using personalisation or experimentation platforms.
• Experience running A/B and multivariate testing programmes.
• Strong analytical skills with the ability to interpret customer behaviour.
• Strong stakeholder management and communication skills.
• Commercial mindset focused on improving customer experience and business performance.
• Experience managing or mentoring team members.

Additional Information

Along with your benefits package we also offer a wide range of perks for our colleagues:

Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have lived the Frasers Group values.

Retail Reconnect – In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, head office employees will gain insights by spending one to two days in one of our stores or the warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work.

Fearless 1200 – Fearless 1200 is our way of recognising our growth. It’s bold, ambitious, and designed to reward colleagues across the business for living our values and delivering impact. Fearless 1200 links how we perform to how we're rewarded – check out the video link to find out more - https://www.youtube.com/watch?v=O0qmvJofMew

Employee Welfare

Frasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free.

Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.

What’s next?

Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter - this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate one or two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.