Customer Journey Optimisation Manager (403850)

Last updated 9 hours ago
Location:Barangaroo
Job Type:Full Time

About Us
The Endeavour Drinks Group ambition is bold, we want to be the world's best drinks retailer. We know that expectations of retail have never been higher so our transactions must be instant, and our services must be intuitive and personal. We are embarking on our next generation of growth, and we want you to be an influential part of it.

Our family of leading brands is well respected and highly visible throughout Australia, New Zealand and the world; from Dan Murphy’s, our market leading destination drinks merchant, to our local convenience offering at BWS, and our Cellarmasterwines and Langtons businesses with each of them commanding a leadership position in their respective category.

At Endeavour Drinks, we know the expectations of our customers have never been higher than ever so it is important to us that our customer's experiences are intuitive and personalised.

About the Opportunity

Here at Endeavour Drinks, we are embarking on our next generation of growth and we want you to be an influential part of it. Our family of leading brands are well respected and highly visible throughout Australia, New Zealand and the world; from Dan Murphy’s, our market-leading destination drinks merchant, to our local convenience offering at BWS as well as our Jimmy Brings, Cellarmasters and Langton’s businesses, our aim is to be the world's best drinks retailer.

We know the expectations of our customers have never been higher. We HAVE to make their experiences intuitive and personalised.

About the Role

As a CRO manager you are passionate about the onsite customer experience and personalisation, you get excited about data and want to be part of a huge growth journey for Endeavour Drinks. You will leverage website analytics, optimisation tools and digital best practices to develop the strategy, provide analysis, insights, reporting and recommendations to the wider business.

Your insights will support a range performance optimisation activities, website improvements, marketing campaigns, and customer experience enhancements across all digital channels. The role has the responsibility of delivering great customer experiences and ensuring our propositions are brought to life through engaging digital experiences.As a CRO manager, you will mentor, coach, support and advise others across the business, advocating digital best practices whilst championing a culture of experimentation.


Responsibilities

  • Setting up and utilisng A/B tests, using Adobe Target, or similar to optimise funnels across multiple channels.
  • Analyse performance data, metrics, and make decisions based on the analysis.
  • Active optimisation of the user journey, taking action on key metrics and KPIs, through continuous website testing and user experience improvements.
  • Convert qualitative and quantitative data into prioritised testing and optimisaiton brilliance.
  • Create and execute deliverables that help inform the ideal experiences for users. This could include items such as website audits, user journeys, user scenarios and personal development.
  • Develop test plans and campaign requirements to be implemented by the Design and Technology teams
  • Continual evaluation and improvement of the effectiveness of campaigns through data-driven strategy and KPI focused analysis.
  • Create reports and share results to the business to inform business decision and the roadmap
  • Lead CRO efforts across multifunctional teams to develop innovative product offerings that achieve brand goals and business objectives.
  • Lead the CRO team and foster a supportive environment.
  • Work collaboratively with both internal and external stakeholders to understand the end-to-end customer journey and make recommendations regarding website design and user experience.


About You
You’re focussed on our customer mission and passionate about being part of a great team who deliver digital data and optimisation capability within our Websites and Apps. You will be passionate about data and a business who are data driven to provide actionable insight on behavioural metrics.

You will have past experience in an analytical role working in a digital setting ideally within a retail, start-up tech business or a large complex organisation with an understanding of improving the customer experience through the use of data.

Further to this, you will demonstrate the following skills;

  • 5 or more years of CRO experience working across client and/or agency side.
  • Industry related tertiary qualifications (Economics, Business, Digital, Marketing, Psychology, etc).
  • Hands on experience with one or more testing platforms (Adobe Target, Optimizely, Oracle Maxymiser, etc).
  • Data driven background, with strong experience in using web analytic tools to analyse the customer journey and identify opportunities for improvement (Adobe Analytics and/or Google Analytics).
  • Strong knowledge and understanding of HTML/CSS/JavaScript languages.
  • Knowledge of responsive web development and SPA (Angular Framework).
  • Strong knowledge of research platforms (Hotjar, CrazyEgg,Clicktale, etc).
  • Knowledge of SEO principles and best practices to be able to apply to a website.
  • Understanding of CMS and website management platforms.
  • Very good knowledge of how to create compelling and engaging user experiences on the web, with deep knowledge of usability and conversion drivers.
  • Proven track record of delivering and exceeding business KPIs to increase sales through digital channels.
  • Experience developing and implementing optimisation roadmaps and strategy.
  • Strong experience building relationships with and influencing all levels of management.
  • Experience working within an Agile environment and methodologies.


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Sound like your next opportunity? Apply now or head along to www.wowcareers.com.au to discover more!