CRO & Analytics Lead

Job Introduction

CRO & Analytics Lead

Salary £50,000 - £55,000

Permanent  

Hybrid / Crawley, London, Ashford

Here at the award-winning Saga Travel Group, we are keen to appoint an expert in CRO and Digital Analytics to join our growing marketing team of 30 plus. This is a great career move for anyone passionate about the Travel Industry or working for large customer facing brand.

In this role as CRO Lead, you will manage the conversion rate optimisation (CRO) and personalisation capability and roadmap, using the analytics data to inform our optimisation activity. Fully owning the data-driven CRO roadmap, proactively driving real customer experience and business benefit then clearly communicating it to the wider business. Additionally, you will manage our website analytics capability, responsible for tracking, reporting as well as insight into our customer experience and conversion performance.

You’ll utilise our Adobe Analytics and Adobe Target tools together with our session replay tool Decibel to help understand customers experience online, throughout the customer journey, highlighting key customer experience issues and opportunities to be addressed by our digital development roadmap and by creating and implementing an optimisation & personalisation programme, working together with the wider Digital, IT, Content and Marketing teams.

You’ll be key to ensuring our customers online experience has the relevant analytics tracking, proactively working with our Web Tools and IT teams together with our analytics third party to address any issues to then enable you to provide daily, weekly, monthly digital dashboards and actionable insight into customer experience and website conversion. You’ll also work closely with the STG data team to utilise other data sources to enable deeper insights into audience segments and trading performance.

Ultimately always in collaboration with the wider Saga data team, Web Tools, CRM and CRO colleagues across the business to help align our data, targeting and reporting approach. This includes ensuring we maximise our customer identification online and work to integrate and match offline and online data to inform our approach to Next-Best-Action and targeting decisions across the full customer journey experience.

We work in a hybrid way at Saga both at home and in the office. When you do come into the office, it’ll be with a real purpose in mind – to meet with your team, to work together, and of course to socialise and celebrate too!  The Digital Marketing Team at STG meet once a month in person; we use the London, Crawley or Ashford, Kent offices. You are always welcome to visit your offices more frequently, if this is how you prefer to work.  

Role Responsibility

In this role you’ll be accountable for:

• Fully owning the CRO function, building and rapidly implementing an agile, data-driven roadmap, iterating, reporting and evolving our capability to drive real customer experience and conversion objectives
• Working with the Website Lead, Paid Media Lead, SEO Lead, CRM and wider marketing team to create and lead the CRO and Personalisation capability to deliver the most relevant and personalised content to users based on our offline and online data, ultimately driving conversion across the journey
• Measuring and improving our online customer identification, then utilising this data to personalise customer experience onsite but aligned with the CRM and paid media teams
• The performance of our Analytics function, including the creation of daily, weekly and monthly online performance KPIs and trading reports, tracking traffic to the sites, customer experience and conversions
• Tracking and reporting the performance of the end-to-end customer journey for both sales and customer servicing online, providing actionable insights for stakeholders
• Working with our Web Tools and IT teams together with our analytics third party to ensure our Adobe Analytics, Adobe Target and Decibel implementation is accurately tracking customer experience and site performance
• Working closely with the STG data team to utilise other data sources to understand online to offline behaviour and conversion together with audience segments and broader trading performance
• Ensuring progress updates, results and performance analysis shared with key stakeholders 

The Ideal Candidate

You will already be an expert in CRO, be commercially aware and have previously gained exposure in a fast-paced consumer data driven digital team.

You’ll also need to demonstrate the following skills, experiences and Saga Values;

• Digital analytics expertise, ideally using Adobe Analytics (or equivalent) 
• Experience using A/B testing and personalisation tools ideally Adobe Target (or equivalent) 
• Experience with tag management solutions like Adobe’s DTM & Google’s GTM 
• Familiarity with session recording using tools like Decibel, SessionCam (or Hotjar for example) 
• Experience and understanding with basic analytics tagging solutions
• Comfortable presenting complex digital solutions to stakeholders in a clear concise way and presenting data it in an easy-to-understand manner 
• Experience working across complex businesses and managing different stakeholders 

Desirable:

• Experience with decisioning tools & technology would be preferable and/or coding experience (e.g. javascript, SQL) although not essential!
• Working with workload planning tools such as JIRA

Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day,

Our People Make Us Special

Package Description

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• Our typical working week is 35 hours, these can be worked flexibly to suit your working style.
• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance related annual bonus - Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform

About the Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

We’re passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We’re dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference.

Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

​Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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Saga Group