Digital Transformation Specialist
2 weeks ago
At Halfords, we're passionate about empowering our customers to make the most of their motoring and cycling experiences. As a leading specialist retailer, we're committed to delivering innovative solutions that drive customer satisfaction and loyalty.
Our Redditch Support Centre is at the heart of our business, working closely with every other area to drive success and growth. We're a dynamic and fast-paced team that thrives on expertise and focus.
About the RoleThe Digital Journeys Optimisation Executive will play a critical role in driving the online conversion rate strategy for Halfords digital. This involves identifying and reporting on optimisation opportunities in key journeys, NPS & Never Miss A Customer friction points, and wider Group Services journeys on halfords.com.
You'll work closely with the Digital, Customer, and Trading teams to ensure that priority opportunities are being analysed and maximised through the Optimisation process.
Key Responsibilities- Support the delivery of the Optimisation strategy, driving key measures and KPIs.
- Identify and drive initiatives to increase customer satisfaction, conversion rates, service attachment rates, and average basket value.
- Maintain the team's focus on Optimisation through regular delivery of insights and opportunities.
- Ensure that all Group Digital business decisions are based on sound data analysis.
- Stay up-to-date with the latest tools and best practices in Conversion Rate Optimization, eCommerce, and Digital.
- Form strong working relationships with eCommerce and CX & UX Teams.
- Work closely with Merchandising and Optimisation teams to review priority customer journeys and website changes.
- Background in data analysis and delivery of initiatives to improve key KPIs.
- Experience with behavioral tools, including heatmapping, journey mapping, and recorded sessions.
- Knowledge of analytics tools within the Google Suite.
- Deep understanding of key elements that impact conversation, including customer journey management and website personalisation.
- Strong business acumen and commercial awareness.
- Excellent stakeholder management and communication skills.
- Able to inspire and influence teams and senior management.
We're committed to creating an inclusive workplace for our colleagues and welcome applications from all backgrounds. We're an equal opportunities employer and proud to welcome diversity within our team.
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