Cro Executive

4 months ago

Manchester, United Kingdom THG Full time

THG is a fast-moving, global technology business that specialises in taking brands direct to consumers. Our world-class proprietary tech and infrastructure powers our extensive portfolio of beauty, nutrition and lifestyle brands and is now helping drive exponential growth of our clients' brands globally.

We're powered by a global team of over 10,000 ambitious people around the world. Our culture is fast-paced and entrepreneurial, it's this DNA that has supported our incredible growth.

We're always looking for individuals that can bring fresh and innovative thinking to THG, and play a part in driving the group forward on its exciting journey. So, if you're ready to take the next big step in your career, challenge yourself every day and evolve with the world around you, THG is ready for you.

**THG Nutrition & Wellness**:
THG Nutrition & Wellness is home to some of the best loved and most trusted names in wellbeing and nutrition, including Myprotein, the world's largest online sports nutrition brand, its family of brands, Myvegan, Myvitamins, Command, MP Activewear and MyPRO, plus Exante Diet.

We want to be the world's most empowering health movement, championing everyone to live healthier, more active lives. Our brands and people exist to break boundaries, to power and empower those who want more. We break conventions, we're a force for good, and we keep it real. These are the values that drive us through every day.

Everything we do is done in-house, from manufacturing and new product development to content creation, e-commerce, marketing and logistics. This means we're perfectly positioned to deliver to our vision and keep our place at the top of a fast-moving, global industry.

It's an incredibly exciting time to join the team, and we're always looking for talented people who share our vision and values to drive our Nutrition & Wellness movement forward.

We are looking for an enthusiastic and dedicated CRO specialist to enhance our customer success team. You will be tracking all points of customer onsite engagement, addressing conversion funnels, and identifying ways to optimise both our onsite journeys and improve our checkout conversion.

To ensure success as a CRO specialist, you should exhibit in-depth interest and knowledge of visitor behaviour and experience in a similar industry or academic discipline. A top-notch CRO specialist will be someone whose expertise results in excellent customer behaviour understanding and interest in conversion funnel analysis and hypothesis testing.

**CRO Specialist Responsibilities**:

- Tracking customer experiences across online channels, devices, third-party tools and payment types.
- Collaborating with our tech developers, as well as the product, marketing, and trading teams to enhance customer funnels and customer success metrics.
- Aligning customer experience strategies with marketing initiatives as well as informing customers about new product features and functionalities. Engaging team members to suggest relevant localised or category tests.
- Identifying customer website needs and taking proactive steps to maintain positive experiences and checkout goals.
- Using customer data and competitor analysis looking at buying behaviours and patterns such as clicks to customers to inform what good acquisition looks like to maximise ROI.
- Analyzing traffic patterns and customer feedback on product ranges and new releases, as well as preparing reports.
- Performing creative and AB tests, evaluating traffic distribution and user flow, and facilitating improvements.
- Managing third parties effectively and documenting processes and logging technical issues, as well as customer uplifts and challenges.
- Analysing customer interactions via both qualitative and quantative means to understand their behaviour and to assess the longer-term value of a customer to include CLV calculation.
- Keeping informed of industry trends and new CRO techniques and technologies.

**Customer Experience Specialist Requirements**:

- A bachelor's degree in data, communications, maths / physics, business management, or in a related field preferred. Interest or experience as a CRO specialist, or a similar customer success role.
- Knowledge of online customer behaviour analysis and platform. Experience in gathering and interpreting customer success information. Proficiency in data analytics and any related CRO software.
- Good interpersonal skills and a client-centered approach.
- Great organizational, priortisation and time management abilities.
- Ability to communicate results and report ROI with clear suggestions on next steps and improvements.

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