Group Digital Personalisation Manager

Within the eCommerce Team the Group Digital Personalisation Manager will be expected to define and execute the online Personalisation strategy and vision for Halfords across all halfords websites.

The role will be responsible for driving, planning, and implementing the end to Personalised experiences, aligned to Loyalty activity via the SCV and Webtrends customer segments and audiences.

Key measures of success will be driving conversion, customer engagement, customer loyalty subscriptions, repeat purchase and ultimately drive lifetime value through Personalised customer journeys.

The jobholder will work closely with all functions within the Customer & Digial, Marketing, Trading, Autocentres and HME teams to ensure that the Personalisation opportunity is maximised.

This position will also support ongoing optimisation developments across all channels and help achieve business goals., In alignment with Digital Merchandising, Digital Optimisation, CX and the Loyalty program define the FY Personalisation objectives and strategy

• Alongside the CRM team plan the effective implementation and running of digital Personalisation using appropriate data and segments (PEPE)


• Drive the need for critical paths and milestones for all Optimisation work and associated Dev


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• Be the gatekeeper for all Personalisation and Loyalty activity in the live environment on halfords.com across retail, Autocentre and HME products and services. Support the Digital teams on technical needs around the Qubit tool and become the go to for all things around Personalisation in the web channel


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• Provide analysis and reports on Personalisation (timely basis) and analytical support for individual products or proposition in development Recommend and support in the delivery of new initiatives to achieve the teams KPI and business objectives


• Support the digital leadership team so that all business decisions are based on validated tests


• Remain up to date with latest tools and best practises in digital optimisation


• Form a strong working relationship with the CX, CRM, Loyalty, Data & UX teams as all development decisions should be based on testing, data insights & customer research


• Work closely with the Content team to ensure that content is in place as required through the tool


• Act as a key point of escalation to help quickly remove blockers preventing the teams from meeting their commitments


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• Remain aware of status of objectives and key issues across the teams to inform where additional focus or attention is required to help improve performance Provide regular updates to the digital leadership team and key business stakeholders on new initiatives and key results


• Ensure best possible service is provided remaining up to date with new thinking, good practices and trends


• Build a network of trusted partners and suppliers, using them to provide insight and support as needed to help develop the digital marketing activities


• Manage partners/suppliers that are providing a service to ensure it delivers against expectations


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• Manage contracts with partners/suppliers including contract renewal/negotiations and provision of additional value add services and advice)
  
  Experience in defining and delivering initiatives to improve experience and commercial return


• Experience using Personalisation, optimisation and testing tools,


• Experience using Qubit or similar tools preferable


• Understanding of web principles and practices


• Previous experience in managing the analysis and optimisation of website and digital content


• Numerical and analytic skills with an ability to analyse extensive data and commercially evaluate activity and complete results reports


• Effective in problem analysis and willing to make decisions, render judgements and take action.


• Some experience designing and building wireframes


• Deep understanding and experience of key elements that impact performance e.g. customer journey management, online merchandising, A/B and multi testing, customer segmentation, basket abandonment analysis, competitors benchmarking, etc.


• Strong business acumen and good level of commercial awareness


• Very good stakeholder management and communication skills


• Able to inspire and influence teams and senior management alike


• Good delegation and coaching skills - highly comfortable in empowering individuals and development teams


• Act quickly and decisively using good judgement in making decisions and performing actions


• Good analytical skills, awareness of key technologies and tools used for Data analysis


• Good at building business relationships internally and externally with partners and suppliers


• Driven and motivated to create a high performing optimisation team that adapts, develops and grows through continuous feedback and improvement


• Passionate about digital products


Please note we operate a hybrid working model and require the post holder to work at least two days per week from our Redditch office (or as required)