CRO Digital Experience Lead

Overview

Senior Recruitment Consultant - Marketing & Digital (Analytics, Product, Research, Insights and CRM) at Harnham - London, UK

Location: Theale – 3 days a week on-site

Type: Permanent

This leading UK retailer has built a reputation for delivering high-quality products direct to consumers through a range of well-known brands. With a strong digital presence and multiple eCommerce sites, they are focused on creating seamless online journeys and optimising every customer touchpoint.

The Role

As the CRO Digital Experience Lead, you’ll take ownership of the company’s CRO strategy, working closely with a dedicated CRO Executive and cross-functional teams to improve website performance and elevate the customer experience. This is a hands-on, strategic role where you’ll be deep in analytics platforms like FullStory and Hotjar to identify challenges, remove customer journey friction, and implement data-led solutions. You’ll work with an agency partner initially, with a longer-term aim to bring more capability in-house.

Key responsibilities

• Owning and driving the CRO strategy across multiple brand websites and apps
• Analysing user behaviour to identify pain points and opportunities for optimisation
• Collaborating with UX/UI, SEO, and development teams to deliver impactful tests and improvements
• Partnering with stakeholders to demonstrate CRO impact on performance metrics
• Helping to reduce reliance on external agencies over time

Your skills and experience

• Proven experience in CRO and digital experience optimisation
• Proficient with tools such as FullStory, Hotjar, or similar
• Comfortable working with data to inform decisions, but able to think beyond the numbers to create engaging user experiences
• Background in agency or client-side eCommerce is welcome
• Strong stakeholder management and communication skills
• Ideally some leadership or mentoring experience, though not essential

Benefits

• Opportunity to shape and own the CRO strategy in a newly dedicated role
• Work on multiple high-traffic websites with a growing digital team
• Collaborative, data-driven culture with a focus on customer experience

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