Job Description

The CRO (Conversion Rate Optimization) Manager is responsible for developing and executing strategies aimed at improving customer retention and lifetime value through effective conversion rate optimisation. This role requires a deep understanding of customer behaviour, data analytics, and testing methodologies to identify and implement changes that enhance the customer experience.

Work:                 

• Strategic Development and Execution: Spearhead the creation and implementation of comprehensive CRO strategies focused on customer retention, closely collaborating with acquisition, CRM and customer support teams
• Data Analysis and Insights: Utilise data analytics to identify trends, and areas of improvement, and assess the effectiveness of retention strategies
• Customer journey mapping: identify opportunities to optimise touchpoints such as purchases, banner clicks, etc.., for better engagement
• A/B Testing and Optimization: Lead the design and execution of A/B tests to optimise the customer journey, focusing on onboarding, engagement, and loyalty programs
• Cross-functional collaboration: Serve as the key liaison between marketing, acquisition, CRM, and customer support teams, fostering a collaborative environment
• Performance Monitoring: Regularly monitor and report on key performance indicators (KPIs) related to customer retention, such as churn rate, customer lifetime value, and repeat purchase rates
• Customer Feedback: Implement and optimise customer feedback loops to gather insights, address concerns promptly, and continuously improve the CX
• Industry Trends and Best Practices: Stay informed on the latest trends and best practices in CRO and customer retention, integrating innovative ideas and technologies to maintain a competitive advantage

Win:                        

• Retention Rates: Achieving and maintaining high customer retention rates, indicating effective retention strategies
• Customer Lifetime Value (CLTV): Increasing CLTV through successful retention efforts and optimised conversion rates
• Conversion Rates: Improving conversion rates at key stages of the customer journey, particularly post-purchase engagement
• Test Implementation: Successful execution and analysis of A/B and multivariate tests, leading to actionable insights and improvements
• Customer Satisfaction: High levels of customer satisfaction and engagement, as evidenced by positive feedback and reduced churn rates
• Innovation in CRO Practices: Introducing and implementing innovative CRO practices that set the company apart from competitors

Grow:

• Advanced Data Analysis: Leveraging advanced analytics tools and techniques to gain deeper insights into customer behaviour and retention drivers
• Customer Segmentation: Enhancing skills in customer segmentation to create more targeted and effective retention strategies
• Cross-Channel Optimisation: Expanding expertise in customer journey optimising across multiple channels and touchpoints
• Project Management: Strengthening organisational and project management skills to efficiently manage multiple retention initiatives
• Enhanced Reporting: Developing more sophisticated reporting and visualisation capabilities to communicate retention insights and outcomes better
• Communication Skills: Enhancing ability to convey data-driven insights and recommendations to non-technical stakeholders clearly and persuasively

Qualifications

• Bachelor’s degree in Marketing, Business, Statistics, or a related field
• Minimum 2 years of experience in retention marketing, CRO, or related fields
• Proven track record of developing and implementing successful retention and CRO strategies
• Experience in designing and executing A/B and multivariate tests
• Strong understanding of customer journey mapping and user experience principles.
• Proficiency in analytics and CRO tools (e.g., Google Analytics, Optimizely, AB Tasty, Adobe Analytics)
• Strong analytical skills with the ability to interpret data, generate insights, and drive data-driven decisions
• Excellent communication and interpersonal skills
• Creative problem-solving skills and a customer-centric mindset.
• Ability to work collaboratively across departments and influence stakeholders at all levels
• Attention to detail and a commitment to delivering high-quality work

Additional Information

You’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.