CRO Manager

About This Role

This new and exciting role takes ownership of the on-site experience and leads the approach to conversion optimisation for a luxury occasion wear brand. Working within the on-site pillar of the digital team, you will apply analytical thinking, UX sensibility, and a test-and-learn mindset to improve the customer journey. The position suits someone who is curious about customer behaviour and uses evidence-led experimentation to solve friction points.

Responsibilities

• Lead the CRO programme from end to end, including generating hypotheses, designing tests, overseeing execution, and drawing clear conclusions from results
• Run UX audits across the full customer journey, from the homepage through to checkout, and build a clear picture of where friction exists and where opportunity lies
• Own and maintain a prioritised testing roadmap so that the most impactful work is always moving forward
• Run A/B and multivariate tests using existing toolset and help make the case for any additional tooling investment where needed
• Turn data from GA4, Hotjar, and session recordings into clear, actionable insight that the wider team can act on
• Synthesise behavioural analytics, customer research, Voice of Customer data, and qualitative feedback into actionable optimisation opportunities
• Work closely with the E-commerce Manager on the day-to-day commercial picture, ensuring live tests and trading priorities work together rather than against each other
• Collaborate with the Digital Insights and Dev Manager to ensure the right development resource is in place to support test builds and site improvements
• Partner with the CRM and Loyalty team to improve the post-click experience, so that customers arriving from email or campaigns land somewhere that converts well and feels on-brand
• Bring the customer's perspective into team conversations, sharing what the data is telling us about behaviour in a way that influences both commercial and creative thinking
• Develop and embed an experimentation framework that encourages evidence-based decision making across Digital and E-commerce
• Identify opportunities for personalisation and audience-specific experiences where supported by data
• Champion accessibility and inclusive design principles alongside optimisation initiatives
• Act as the subject matter expert for CRO and experimentation across the business
• Accountable for conversion rate performance across key on-site metrics, including CVR, add-to-cart rate, checkout completion, and bounce rate
• Accountable for keeping a healthy and consistent testing cadence with a good pipeline always in place
• Accountable for the quality and integrity of how we test, including sound methodology, clean segmentation, and objective interpretation of results, including recognising when a test has not produced a statistically or commercially meaningful outcome