Digital Experience Manager job at London Full Time

The Body Shop

When Anita Roddick founded The Body Shop in 1976, she had a vision. Business as a force for good – that’s us. Over 40 years later, we’re proud to be pioneering cruelty-free beauty every step of the way. We’re the original ethical beauty brand. We’ve got a thing for empowering people and enriching our planet. We’re all about keeping it real, in every way possible. Our activist roots remain a huge part of everything we do, from our iconic window posters to our vegetarian products to our infamous campaigns. We’re never afraid to stand up and speak the truth. We like to do things a little differently around here.

The Body Shop is committed to generating positive economic, social and environmental impact. We’re fighting for what we believe in now more than ever. No holding back. Breaking the mould has always come naturally to us, and we need someone who’s not afraid to mix things up.

Your role in a nutshell

On-site digital experience management and product ownership of TBS.com (Shopify) with accountability for our development roadmap, UX and experimentation programmes. Driving experience consistency across website execution. Management of third party CX agency (development, CX, optimisation, experimentation).

More about the role

Key Accountabilities

• Own the development roadmap for TBS.com covering core website enhancements, SEO, experimentation/personalisation builds, bugs etc
• Partner with store leadership colleagues to drive a cohesive ecosystem-wide development approach for both online and retail channels where necessary
• Own the UX & UI vision for TBS.com
• 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
• Own customer journeys across site, identifying friction points and recommending change, while also influencing offsite-to-onsite journeys with our CRM and Loyalty teams
• 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
• 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
• 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
• 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
• 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

• Practical Shopify knowledge including theme customisation, metafields, discount logic and app ecosystem
• Demonstrable experience defining and managing full roadmaps with competing priorities
• A strategic outlook on website performance and improvement, with a focus on both user experience and its impact on business metrics
• Previous experience being responsible for website optimisation, running discovery workshops and actioning outcomes
• 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)
• Up-to-date working knowledge of accessibility and SEO standards
• An analytical and data-driven approach to everything you do
• Ability to write thoroughly-scoped design and development briefs
• Figma design tool literate, at a minimum well versed in reviewing and feeding back on designs
• Commercial metric numeracy, GA4 proficient supported with native Shopify analytics
• Comfortable working with 3 party suppliers, often needing to manage them closely

Behaviours and Values

• Comfortable managing upwards across multiple levels, with the ability to present and talk through abstract ideas and concepts to all levels within the organisation
• Ability to think and act commercially, while keeping the customer at the heart of all decision-making
• Naturally curious and commercially minded, proactively identifying improvement opportunities beyond your immediate remit
• Ability to self-manage workload and multi-task to tight deadlines
• An impeccable eye for detail, particularly in relation to design reviews and QAing on-site experiences, promotional mechanics and content execution
• Use insight and sound judgement to make clear, commercially balanced decisions

Measures of Success

• 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
• Within 6 months, you will have launched a structured experimentation cadence and made a measurable contribution to conversion rate performance