Your role in a nutshell
More about the role
Key Accountabilities
1. Own the development roadmap for TBS.com covering core website enhancements, SEO, experimentation/personalisation builds, bugs etc
2. Partner with store leadership colleagues to drive a cohesive ecosystem-wide development approach for both online and retail channels where necessary
3. Own the UX & UI vision for TBS.com
4. Shape how customers move through our on-site journey, and contribute to the development of an omnichannel experience strategy, working with retail and digital colleagues to identify where online and in-store journeys can be better connected
5. Own customer journeys across site, identifying friction points and recommending change, while also influencing offsite-to-onsite journeys with our CRM and Loyalty teams
6. Promote a test and learn culture across everything we do, championing experimentation and managing our CRO roadmap to drive conversion rate and learnings from our customers
7. Lead the design and execution of our channel-wide personalisation roadmap in conjunction with CRM and Loyalty teams, translating offsite creative and messaging into onsite experiences and journeys
8. Write development briefs and lead the relationship with the 3rd party development agency, while maintaining effective working relationships with internal corporate IT on Shopify platform and integration
9. Work closely with core digital functions including trade/merchandising and content, with particular depth of collaboration with the Customer Care Manager, including regular joint interrogation of customer feedback and data to identify and diagnose live issues, scope fixes and drive through to implementation
10. Occasional hands-on build of products, promotions and content within Shopify to support the trade/merchandising team at times of peak trade
What we look for
Knowledge, Skills and Experience
11. Practical Shopify knowledge including theme customisation, metafields, discount logic and app ecosystem
12. Demonstrable experience defining and managing full roadmaps with competing priorities
13. A strategic outlook on website performance and improvement, with a focus on both user experience and its impact on business metrics
14. Previous experience being responsible for website optimisation, running discovery workshops and actioning outcomes
15. Proven track record running structured A/B and multivariate experiments, and personalisation activities both with visual editors as well as coded HTML, CSS and JS (experience with Intelligems an advantage)
16. Up-to-date working knowledge of accessibility and SEO standards
17. An analytical and data-driven approach to everything you do
18. Ability to write thoroughly-scoped design and development briefs
19. Figma design tool literate, at a minimum well versed in reviewing and feeding back on designs
20. Commercial metric numeracy, GA4 proficient supported with native Shopify analytics
21. Comfortable working with 3rd party suppliers, often needing to manage them closely
Behaviours and Values
22. Comfortable managing upwards across multiple levels, with the ability to present and talk through abstract ideas and concepts to all levels within the organisation
23. Ability to think and act commercially, while keeping the customer at the heart of all decision-making
24. Naturally curious and commercially minded, proactively identifying improvement opportunities beyond your immediate remit
25. Ability to self-manage workload and multi-task to tight deadlines
26. An impeccable eye for detail, particularly in relation to design reviews and QAing on-site experiences, promotional mechanics and content execution
27. Use insight and sound judgement to make clear, commercially balanced decisions
Measures of Success
28. Within 3 months, you will have established ownership of the development roadmap and agency relationship and have a clear picture of the experimentation and CRO landscape
29. Within 6 months, you will have launched a structured experimentation cadence and made a measurable contribution to conversion rate performance
Talent Drivers
PurposePersonal ConductLeadershipCollaborative SkillsCommerciality