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Digital Content & Optimisation Lead - CRMSainsbury's
16 days ago
  • LevelMid Level
  • ProfessionsContent Manager, Content Strategist, Content Producer
  • TypeFull Time
  • LocationLondon, United Kingdom

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Description

Closing Date: 18-Sep-2024

In a nutshell
As Digital Content & Optimisation Lead - CRM, you’ll be responsible for supporting our efforts 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 supporting the delivery of our web and app personalisation strategy to ensure each and every customer receives the most relevant and tailored experience as possible.
What outcomes I need to deliver
  • Be an integral part of a team of digital experts that are focused on personalising the customer experience of our websites and apps.
  • This role will focus on delivering on the three strands of our personalisation strategy:
  1. Segmentation: Augment the experience for a customer based on the interest and behaviours across our website and apps (e.g. based on their category and browse behaviour)
  2. 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.
  3. Contextual: Delivering a more tailored experience for a customer based on their location, context or referring website/app. For example, tailoring the experience based on the weather in a user’s current location.
  • Deliver our test and learn plan that supports our personalisation ambitions. Work cross functionally to deliver that plan and track the results in a robust and objective way to optimise future performance and activity.
  • Work closely with our internal marketing teams to deliver our primary personalisation use cases leveraging our customer data platform.
  • Partner with a range of 3rd party technology and data vendors (e.g. CDP platforms, DXC platforms)
  • Work closely with our digital analytics team to understand the impact of our personalisation activities and the incremental benefit it delivers.
  • Work cross functionally with other teams to ensure the success of new workflows and processes across functions to land personalisation activity in the most efficient and effective manner.
  • Work 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 CRM is beneficial
  • Previous experience working in a commercial digital environment. Ideally you will have experience of working in teams that focus on delivering personalised experiences through websites, apps and/or marketing channels.
  • Knowledge of personalisation technologies would be beneficial including (but not limited to) customer data platforms, digital experience compositions, single customer views and email design systems.
  • 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.
  • 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
Directly or indirectly manages
  • Support of the wider Digital Content and Experience Team
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.

Skills Required

  • Analytical Minded
  • Build Relationships
  • Communication Skills

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