Digital Experience Lead

**Who We Are**

Science In Sport Group is a world leader in sports and performance nutrition.

We have two highly regarded brands; SiS which combines world-class science and innovation to provide optimal performance nutritional solutions for professional athletes, sports and fitness enthusiasts and the active lifestyle community. This includes over 320 professional teams worldwide across a broad range of sports including Football, Rugby, Cycling, Athletics, Basketball, Netball and Swimming. Brand ambassadors include former track cyclist Sir Chris Hoy, an eleven-time world champion and six-time Olympic champion, and Eilish McColgan, who won gold in the 2022 Commonwealth Games 10,000 metres.

PhD Nutrition is a premium, active-nutrition brand for the active lifestyle community wanting intelligent nutrition to help them achieve their goals. With over 20 years of research and development, our products are designed to maximise performance in and out of the gym. It’s an exciting time for PhD Nutrition as 2025 will kick off an entirely new line up of brand ambassadors, from hybrid athletes to qualified sports nutritionists.

In 2022 the company opened a state of the art 160,000 square foot manufacturing and logistics facility in Blackburn, Lancashire. Providing a significant advantage in product costs and customer response time and most importantly, allowing Science In Sport to lead the way for quality standards.

Science In Sport is a Performance Solutions partner to globally recognised elite teams, including Tottenham Hotspur, Saracens Rugby, British Triathlon, Aquatics GB, British Cycling, England Netball and Loughborough Sports. As well as being the Official Energy Gel Provider of RunThrough and the Official Nutrition Partner of Ultra X.

**The Role**

As a Digital Experience Lead, you will be responsible for the full customer journey and online product lifecycle. You’re data driven, using data to understand the digital customer, and using key onsite metrics to turn visits into commercial KPIs. Our online channel is a key part of the strategy for both of our brands and this is an exciting role for a driven individual with a growth mindset and can-do attitude.
This role will be based in our Blackburn office and will interface regularly with our Technology, Customer Experience, Supply Chain and Production & Warehouse teams.
- ** Job Type**: Full Time, Permanent
- **Salary**: £40,000
- **Working Hours**: Monday to Friday 09.00 - 17.30
- **Location**: Blackburn

**Benefits**- Cycle to work scheme
- Hybrid working (minimum 3 days in the office)
- Product discount
- Birthday day off
- Pension scheme, employer contribution at 4%)

**The work - Your 4 most important responsibilities**
- Data-driven experience improvements - Use data to drive and improve the customer experience onsite. Ensuring we are best in class, recognising opportunities for growth with your own roadmap
- Customer retention - Be responsible for our membership scheme / subscription proposition aiming to move customers into the scheme and retain them using our data tools
- First-class online experience - Effectively collaborate cross functionally with interdependent teams, ensuring we are always compliant, delivering all initiatives with a ‘right-first-time’ attitude

**Accountability - what you are responsible for delivering**
- Stay aligned with brand planning, ensuring whatever we push online or offline has stock, product information is correct, pricing and merchandising. This will require daily visits / walk rounds in the warehouse and close liaison with the warehouse team
- Assist technology with new website creation, create categories, and ensure they have the information they need for an effective go live
- Communicate effectively with multiple stakeholders to gain consensus for strategy, ensuring we are always compliant, delivering all initiatives with a ‘right-first time’ attitude
- Select priority products for CRM calendar and set up associated product collections in line with CRM/brand activity
- Monitor website performance to identify opportunities for increasing revenue using web analytics tools to improve key performance metrics such as conversion, bounce rate, AOV and page views
- Work with the customer experience team to ensure customer feedback is captured and incorporated into the roadmap
- Shape the detail and direction of the CRO testing and experience roadmap with data collected from reporting tools as well as feedback from customer service
- Work on our in-house loyalty programme by owning the roadmap for this, as well as different customer journeys for different groups onsite and via our marketing channels
- Support the growth of subscriptions on both brands, whether that be ensuring stock is available, enhancements to the proposition for retention or content changes
- Maintain & develop onsite search rules and search management including but not limited to synonyms, searches with zero results, and redirects, identifying poor c