E Commerce & CRO Manager - Maternity Cover (12 months)

Reporting to the Head of Customer Acquisition this role is an important leadership position within the Marketing team. This is a highly visible hands on role that will lead our Ecommerce & CRO team, managing the function, being insight led and leveraging the full potential of our CRO programme; a relentless approach, focused on finding the next improvement, is required. This will help to secure Saga's position as a market-leader in over 50s general insurance category. This role also has an important part to play in the way we work with and manage change via our IT and Change partners within the digital journeys - covering both new business and renewals.Role Responsibility

• Responsible for journey and CRO leadership; managing high level testing programmes through hypothesis, design, brief, sign-off, results, and managing the result into development, with the support of a team of Conversion & Optimisation Consultants
• Be a strong voice for customer experience in the business, working with the Customer Experience and Change teams to champion UX and deliver the right result for customers and in-turn commercial results that supports the business in achieving its objectives. This element of the role will support Saga's commitment to Treating Customers Fairly (TCF)
• Ensure the team is utilised to manage risks and issues within the online journeys, maintaining a log of all O/S and ongoing issues with defined risk measurements such as commercial impact and reputational impact
• Be able to work within agile methodologies deployed in IT & Change areas, including supporting across new development/deployments that impact customer experience, therefore helping the business deliver the change roadmap
• Manage changes to the Insurance journeys, across all elements of CRO using the team of Conversion & Optimisation Consultants to drive through multiple test and learn opportunities alongside other Dev projects
• Assist with supplier selection, onsite implementation and then report from selected tools, including review of user sessions. This will go together with assessing reports of site issues or improvement suggestions to establish facts and assess likely outcomes
• Be the go-to source of knowledge of how site design, functionality and the presentation of products and offers can impact conversion rates, ATV and other core metrics.
• Pro-actively share best practices and learning throughout the AA to drive improvements in digital marketing across the company and troubleshoot campaigns
• Keep up-to-date with industry developments, best practices, consumer experience research and new technologies and develop a close working relationship with internal teams and the agencies.
  
  Extensive knowledge across CRO including use of Adobe Analytics, Target and other tech inc session replay tools
• Experience of leading or working within a digital transformation programme would be highly advantageous
• Good working knowledge of general insurance products and practices with experience in personal lines insurance
• Strong analytical and trading skills with a track record of delivering profitable trading growth
• Excellent personal communication and presentation skills
• Strong analytical skills and comfortable working at a detailed level when needed
• Project management skills - able to lead and manage projects across both partners and Saga
• Strong influential leadership and people management skills with the ability to work collaboratively across functions
  
  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.

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. We offer total flexibility over where you work you choose a place that you feel most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich. BENEFITS AVAILABLE TO ALL COLLEAGUES:
• Our working week is 35 hours per week, 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