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Digital Journeys Optimisation Specialist
1 month ago
At Halfords, we're dedicated to inspiring and supporting a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. Our commitment is to provide an integrated, unique, and convenient service experience, from e-bike and electric vehicle servicing to on-demand solutions.
The RoleThe Digital Journeys Optimisation Executive will play a key role in supporting the implementation of our 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.
Key Responsibilities- Support the delivery of the Optimisation strategy, driving key measures and KPIs.
- Identify and drive the implementation of 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, steering focus to areas of maximum opportunity and biggest customer impacts.
- Remain up to date with the latest tools and best practices in Conversion Rate Optimisation, eCommerce, and Digital.
- Form strong working relationships with eCommerce and CX & UX Teams to ensure all stakeholders are up to date with areas of focus, blockers, and findings.
- Work closely with the Merchandising and Optimisation teams to ensure priority customer journeys are consistently reviewed and website changes are thoroughly tested.
- Background in data analysis and delivery of initiatives to improve key KPIs.
- Previous use of behavioural tools involving heatmapping, journey mapping, and recorded sessions.
- Experience of analytics tools within the Google Suite (GA4, Data Studio, BigQuery, etc.).
- Deep understanding and experience of key elements that impact conversation, including customer journey management, website personalisation, online merchandising, A/B and multi testing, customer segmentation, basket abandonment analysis, competitors benchmarking, etc.
- Strong business acumen and good level of commercial awareness.
- Very good stakeholder management and communication skills.
- Able to inspire and influence teams and senior management alike.
At Halfords, we're committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.
