Reporting into the Head of Digital Channel, you will be the expert in Personalisation. Working across web, mobile and app you will be running end to end personalisation projects from the creation of strategy, developing a clear roadmap of activity and then with your team analysing results and making recommendations. You will take a holistic approach to optimisation and ensure market leading customer journeys and conversion rates across all commercial and support KPI’s. You will also be line managing a personalisation specialist. Using a best in class test and learn approach, you will lead the digital customer strategy through proven insight and results across both the UK and Ireland teams on the platform Adobe Target.

This is a fixed term contract for 9 months.

• Design and develop the personalisation strategy for digital – working with stakeholders across the business to ensure the assigned product is aligned to the delivery of their KPIs and is meeting the needs of their customer segments
• Subject matter expert on the platforms and how they work inside and out
• Work with stakeholders from across the business to identify and deliver enhanced capabilities and support the creation of associated business cases
• Supporting the Head of Channel and Optimisation Manager in driving performance looking for opportunities to test and deploy new experiences and journeys
• Manage all 3rd Party Suppliers to the platform
• Coordinate customer engagement plans to clearly communicate the impact and benefits of changes being delivered to customers
• Monitor performance of the platforms, NPS and customer issues raised to ensure proper support is being provided from technology teams and partners. Identify patterns and any pain points surfaced from this monitoring to identify areas in which improvements could be delivered.
• Coordination with the other digital teams to ensure alignment with go to market priorities

• Demonstrated experience working on the AEM platform, specifically Adobe Target
• Extensive experience in product and/or project management in a related digital/online role
• Excellent project management skills and proven experience of managing and delivering digital projects
• Clear understanding of Possess working knowledge of design, development and digital practices - content management systems, HTML, usability, analytics, multivariate testing best practices, etc
• Exceptional interpersonal, networking, negotiation, influencing, and communication skills are essential with evidence of a proactive approach and creditable outcomes
• Ability to demonstrate a drive for results within a pressurised environment to strict timelines
• Appreciation of the customer, their needs and how to meet them
• Strong Commercial Acumen
• Excellent decision making and prioritisation capabilities
• Strong business analysis and quality assurance experience delivering best in class digital user experiences
• Superb organisational and project management skills, strong business analysis and examples of delivering best in class user experiences and digital projects
• Excellent stakeholder management experience, including management of client relationships (internal and customer facing) and third party vendors
• Experience dealing with problems effectively and efficiently, using your own knowledge be able to think on your feet, taking decisions that you are prepared to stand by
• Excellent communication and interpersonal skills, with a positive approach and an ability to work within our digital team or as an individual as required
• Carry an understanding of digital marketing and social media including what makes good digital copy, across the web, mobile, email and social media