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Digital Content & Optimisation Manager - GMSainsbury's
23 days ago
  • LevelMid Level
  • ProfessionsContent Manager, Content Producer, Social Media Manager
  • TypeFull Time
  • LocationLondon, United Kingdom

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Description

Closing Date:17-Sep-2024

We’d all like amazing work to do, and real work-life balance. That’s waiting for you at Sainsbury’s. As the link between sellers and buyers, retail and head office, our retail operations team is the cog that keeps things running. With teams focused on store facing, labour, transformation, online, delivery and contact centre work, we touch almost every part of the business. It’s an incredibly fast-paced environment where you need to pivot not just daily, but often hourly. So while we plan all we can, it’s vital that we all think outside our job descriptions and look to optimise and improve how we do everything. There’s also a real team ethos. After all, it’s people like you who are going to truly transform this part of the business.
Digital Content & Optimisation Manager - GM
In a nutshell:
As Digital Content & Optimisation Manager (GM), 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 taking an objective and category agnostic view of the customer experience we deliver across all digital touchpoints and utilising our data to identify strategic opportunities that will resolve customer challenges, improve digital conversion and step-change customer satisfaction. You’ll be responsible for continuously improving the experience we deliver by optimising the user journey, landing engaging and value add content and partnering with product teams on future developments.
What outcomes I need to deliver:
  • Manage a team of digital experts that are focused on continuous optimisation of the experience by utilising data to understand customer challenges, pain points and opportunities.
  • Utilise all the customer data and feedback we have at our disposal across web analytics, CSAT surveys, Glassbox and verbatim feedback to identify customer challenges and opportunities.
  • Develop a strategic approach to how we turn data into actionable insight. Lead on the development of test and learn programmes that result in incremental improvements to the user journey over time.
  • Develop our approach to conversion rate optimisation and testing over time including the tools we use, the ways of working and how we scale it to deliver future value.
  • Act as the primary owner of some specific 3rd party technologies that inform how effective the customer journey is and identify areas for improvement.
  • Work closely with our digital analytics team to unlock the power of our data capabilities in an efficient and effective way to drive actions across the team.
  • Develop the strategic direction for other forms of non-product-based content across our sites and app (e.g. buying guides). Use data to understand the value of this content and devise a plan on how and where we invest content resources going forwards.
  • Partner closely with product teams to understand and support the development roadmap acting as an important point of contact for future developments and how we leverage them once released.
What I need to know and show:
  • Previous experience working in a commercial digital environment. Ideally you will have experience of managing teams that focus on improving the customer experience using customer data and intelligence.
  • You will have specific expertise and knowledge relating to Ecommerce websites, systems and tools and how to leverage these to drive the most efficient and effective outcomes.
  • Highly analytical mindset that can leverage and interpret complex data from a variety of sources to build an understanding of customer behaviour.
  • 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.
  • You will be a customer champion with a critical eye and a mindset of continuous improvement that is always seeking out new opportunities to enhance the customer experience.
  • 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 decisions regarding the customer experience on our website and apps
  • Relationship owner with key 3rd parties
Directly or indirectly manages:
Team of 4:
  • Digital Content & Optimisation Leads (C4) x 3
  • Digital Copywriter (C3)
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).

Skills Required

  • Product
  • Analytical Minded
  • Communication Skills

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