Harnham
CRO Manager
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CRO Manager
£55,000-£65,000 + Bonus
Remote-first in the UK – 2x days a month in the office
If you’re a strategic CRO professional who enjoys owning the full customer journey, building experimentation roadmaps and turning insight into measurable commercial growth, this could be an excellent opportunity to make a real impact across multiple brands and markets!
The Company
A leading, multi-award-winning travel insurance group is continuing to invest in its digital customer experience and optimisation capabilities. The group operates several well-established travel insurance brands across the UK, Ireland and Australia, with further international expansion planned. Its flagship brand specialises in providing travel insurance for customers who may have more complex requirements, including those with pre-existing medical conditions. With a strong customer-first culture and a reputation as one of the UK's top insurance companies to work for, the business is now looking to strengthen its CX and CRO capability with a dedicated CRO Manager.
The Role
Reporting directly into the Head of Marketing, you’ll sit within a small team of three and take ownership of the end-to-end digital customer journey across the group’s brands. This is a highly hands-on role, but with a strong strategic element. You’ll be responsible for shaping the optimisation vision, building the roadmap and identifying where experimentation and customer insight can have the greatest commercial impact. You’ll work closely with Development, UX, Pricing and Customer Operations teams to deliver experimentation, personalisation and wider CX initiatives.
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Key responsibilities will include:
- Owning the end-to-end conversion journey, with accountability for conversion, revenue and customer experience
- Building and delivering a data-led experimentation and CRO roadmap
- Identifying opportunities to improve conversion, upsell, retention and ancillary product performance
- Using analytics, customer insight, user testing, session recordings and performance data to identify optimisation opportunities
- Managing and delivering A/B testing and experimentation, ensuring successful tests are implemented into production
- Working with technical teams on tracking, experimentation architecture and scalable optimisation capabilities
- Developing a roadmap around personalisation, experimentation and customer experience
- Defining CX performance indicators and presenting recommendations and results to senior stakeholders
- Working across UK and Gibraltar-based teams to deliver CX initiatives
- Exploring emerging technologies, AI and new approaches to digital optimisation
The business already has a roadmap in place, so you’ll have a strong foundation to build upon while bringing your own strategic thinking and experience to the function.
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Your Skills & Experience
- Strong end-to-end CRO and customer journey optimisation experience
- A strategic mindset, with the ability to build and own an optimisation roadmap
- Strong hands-on experience delivering experimentation and A/B testing
- Experience working across the full testing lifecycle, from identifying opportunities through to implementation and measurement
- Strong commercial awareness and the ability to connect optimisation activity to revenue and conversion
- Experience with tools such as AB Tasty, Optimizely, VWO, Google Analytics or similar – the business is tool agnostic
- A good understanding of front-end implementation, tagging and experimentation architecture
- Knowledge of UX/UI and personalisation principles
- Excellent stakeholder management and presentation skills
- The ability to operate in a fast-paced, hands-on environment
Experience within insurance or financial services would be beneficial but is not essential. Travel, digital-first or agency backgrounds will also be considered. Experience with server-side testing and experimentation is particularly attractive.
The Benefits
- £55,000–£65,000 salary
- Bonus
How to Apply
To register your interest in this opportunity, please send your CV to Adam Osborne at Harnham via the Apply link on this page.
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