Overview

Job Title: CRO Manager (Conversion Rate Optimisation)

Department: Ecommerce

Reports to: Head of Ecommerce

Direct Reports: None

Interfaces with: UX, Board members, Software Delivery team, Digital Marketing, Brand & CRM teams, Commercial team, Sales Centre

Working Hours: 37.5 hours, Monday – Friday. Hybrid working pattern, with weekly office days required.

Contract Type: Full Time, Permanent

Salary: £50k - £60k, depending on experience

Role Overview

The CRO Manager will be responsible for developing, executing, and continuously optimising conversion rates and customer experience across all devices. Through a structured roadmap of A/B and multivariate testing, customer research, and behavioural analysis, this role will focus on improving the online booking journey, driving incremental conversion gains, and enhancing the overall customer experience.

Working closely with the Head of Ecommerce, product managers, and UX teams, the CRO Manager will ensure that insights from testing and customer behaviour directly inform product development, design, and business decisions. This is a highly collaborative role at the intersection of data, design, and customer experience.

Responsibilities

• Develop and implement a constantly evolving CRO programme of multivariate and A/B tests to deliver incremental conversion improvements across the site
• Own and communicate conversion and behavioural insight to senior stakeholders from constant analysis of the online booking funnel
• Work with the Head of Ecommerce to feed insight from tests and research into product roadmap prioritisation
• Align the testing roadmap with consumer needs, market trends, travel-specific booking cycles, seasonal campaigns and business needs
• Identify behavioural trends and insight through analysis of user recordings, heatmaps, etc.
• Conduct customer research—interviews, polls, widgets and questionnaires—and monitor user behaviour using tracking tools
• Perform market research and competitor analysis to ensure proposed tests reflect latest online behaviours and trends
• Collaborate with UX Designer on user testing to validate prototypes, designs and developments
• Work with product managers to develop user stories for UX designers and developers
• Produce clear briefs with UX designer and developers, owning and refining CRO processes as needed
• Ensure testing visuals adhere to brand guidelines in collaboration with the UX designer

Skills & Experience

• At least three years’ experience running a performance-driven CRO programme for an ecommerce site
• Drive, ambition and ownership of workload; ability to promote ideas to senior leadership and champion data-backed decisions
• Strong organisational skills with the ability to manage multiple projects in a fast-paced environment
• Excellent numerical, commercial and analytical abilities
• Strong communication skills and a collaborative, team-oriented mindset
• Experience with A/B testing tools (e.g., Symplify, VWO, Optimizely, AB Tasty)
• Strong experience with Google Analytics (GA4), heatmaps, and behavioural analysis tools (e.g., Contentsquare)
• Experience with Jira and Excel; familiarity with personalisation platforms and online marketing channels is a plus
• Knowledge of the travel and tourism sector is advantageous

Nice-to-Have

• Familiarity with Google Tag Manager and data layers
• Front-end code familiarity (Chrome DevTools, data layers, events)
• Experience with Monetate or similar personalisation platforms
• Overall awareness of online marketing channels and the travel industry
• Graduate or relevant digital qualifications or accreditations (e.g., Google Analytics)

What’s in It for You

• 25 days holiday + bank holidays; option to purchase 5 extra days
• Auto-enrolment into pension scheme
• Life Assurance x 2 salary
• Partner discounts and additional benefits
• Modern, friendly, casual, upbeat office atmosphere with hybrid working
• On-site gym and shower facilities; free parking within a 10-minute walk
• Office amenities: secure bike storage, kitchen/bar, pool table, darts
• Team socials, daily fruit, snacks, and salary-sacrifice cycle-to-work scheme

We reserve the right to close this vacancy before the closing date if a suitable candidate is found.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Technology, Information and Internet