Senior CRO Manager - Maternity Cover

Job details

Posted 09 November 2026

LocationLondon

Job type Fixed-Term - Full Time

DisciplineOnline

Reference028228

Job description

Our Head Office department is in the heart of Piccadilly and occupies the 5th & 6th floor of our beautiful flagship store. This central London location offers so much to explore including restaurants, bars, cultural sites, shopping and more, and only a short walk from the Green Park Tube Station and plenty of bus stops.

Role Purpose

Drive online commercial performance and customer experience through analytics, experimentation and cross-functional leadership. As a senior optimisation specialist, this role identifies, prioritises and delivers high-value opportunities that create measurable customer and commercial impact.

Through regular analysis of the conversion funnel, customer behaviour and testing performance, the Senior CRO Manager will identify customer pain points, technical issues and optimisation opportunities across the online journey.

By turning complex customer, behavioural and commercial data into actional recommendations, the role influences teams across Online, UX, Technology, Marketing, Buying & Merchandising and Customer to embed a culture of continuous improvement and experimentation.

The role also owns the relationship with our experimentation partner, ensuring a robust and commercially focussed roadmap of testing and personalisation initiatives to drive conversion rate, dwell time, AOV and overall revenue.

Key Accountabilities

1. Data-Driven Insight & Advanced Analytics

Lead analytical deep dives into customer behaviour, on-site journeys, testing results and commercial performance to identify high-value opportunities for optimisation and growth.

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Translate complex data into compelling narratives, recommendations and strategic priorities for stakeholders at all levels.

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Develop and evolve analytical frameworks to identify long-term trends, customer needs and commercial opportunities.

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Own the optimisation insight agenda, proactively identifying opportunities to improve customer experience and commercial performance.

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Use quantitative and qualitative data sources to diagnose customer friction points and recommend measurable improvements.

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Ensure insight outputs translate into prioritised actions that deliver tangible business outcomes.

1. Continuous Improvement Delivery & Commercial Impact

Lead the identification, prioritisation and delivery of improvement opportunities across the online customer journey.

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Partner with the Head of E-commerce Experience and Product to influence and drive ongoing conversion optimisation deliverables.

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Drive measurable commercial outcomes through customer-centric optimisation initiatives.

• Lead the understanding of customer cohort impact by using qualitative and quantitative data.

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Ensure improvements are tracked through to implementation and measured against agreed success metrics.

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Build strong relationships across departments to embed continuous improvement thinking and customer-focused decision making, utilising web walks and continuous feedback loops.

1. Development and Testing Management

Own the optimisation and testing roadmap, ensuring tests are prioritised, delivered to agreed timelines and aligned to business objectives.

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Lead the internal testing and optimisation process, helping to influence teams and stakeholders to deliver a truly commercial and innovative testing roadmap.

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Own and continuously improve the experimentation framework, ensuring testing activity is structured, transparent, data-led and aligned to business priorities.

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Partner with the Head of with roadmap planning across Technology, UX and Online teams to identify problems, define priorities, manage dependencies and maintain delivery momentum.

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Own the relationship with our optimisation and experimentation partner, ensuring clear commercial objectives, strong delivery standards, measurable outcomes and maximum return on investment.

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Challenge and influence priorities where necessary to ensure the highest-value opportunities are delivered first.

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Champion a test-and-learn culture, ensuring experimentation is embedded within roadmap planning and optimisation delivery.

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Ensure test outcomes are documented, shared and translated into future roadmap priorities.

1. Strategic Optimisation Leadership & Cross-Functional Influence

Provide leadership across optimisation initiatives, influencing priorities and driving alignment across multiple business functions.

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Act as the CI representative across Online, UX, Technology, Marketing, Customer and Commercial teams.

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Own the end-to-end output of insight sessions, ensuring recommendations are clearly prioritised, actionable and measured.

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Proactively support strategic initiatives by identifying blockers, challenging competing priorities and maintaining momentum.

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Deputise for the Head of Ecommerce Experience and Product when required.

1. Strategic Development & Future Capability Building

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Attend regular conferences and review competition to stay ahead of industry trends in eCommerce, digital customer behaviour, optimisation, and analytics.

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Build broader technical capability (coding, analytics, digital marketing knowledge).

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Support platform evolution (e.g. personalisation) and embed opportunities across user journeys.

We are committed to developing your career and nurturing your talent, regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation. We respect and embrace each other's differences, to create a truly inclusive environment

In the last year alone, our people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service and Local Community Awards