Job Description
The Personalisation Experience Manager is responsible for delivering personalised onsite customer experiences that improve engagement, conversion and customer satisfaction across Frasers Group digital platforms.
Reporting to the Personalisation Lead, you will own the execution of the onsite personalisation roadmap, working closely with Product, UX, Trading, Analytics and Audience teams to build, launch and optimise personalised customer journeys.
This role is focused on turning customer insight into engaging digital experiences through testing, optimisation and continuous improvement.
Key Responsibilities
Onsite Personalisation
- Deliver personalised experiences across homepage, PLP, PDP, search, navigation, basket and checkout journeys.
- Build and manage the onsite personalisation roadmap.
- Identify customer pain points and opportunities to improve engagement and conversion.
- Translate customer insight into personalised onsite experiences.
- Develop hypotheses and testing plans using experimentation methodologies.
- Analyse results and continuously optimise experiences based on customer behaviour.
- Work with UX and Product teams to improve digital customer journeys.
- Work closely with the Audience Manager to ensure onsite experiences utilise the most effective customer segments.
- Partner with Trading teams to align experiences with commercial priorities.
- Collaborate with CRM to ensure consistent customer experiences across channels.
- Monitor KPIs including conversion, engagement, revenue per visitor and customer interaction.
- Produce reporting and recommendations for stakeholders.
- Configure and manage personalisation campaigns using relevant platforms.
- Manage the Personalisation Specialist and Personalisation Assistant.
- Develop team capability and encourage experimentation and innovation.
- Ensure delivery against roadmap priorities.
Qualifications
What we’re looking for:
- Experience delivering onsite personalisation or digital optimisation programmes.
- Experience using personalisation or experimentation platforms.
- Experience running A/B and multivariate testing programmes.
- Strong analytical skills with the ability to interpret customer behaviour.
- Strong stakeholder management and communication skills.
- Commercial mindset focused on improving customer experience and business performance.
- Experience managing or mentoring team members.
Additional Information
Along with your benefits package we also offer a wide range of perks for our colleagues:
Frasers Champion – Our employees are at the heart of our business and we ensure individuals are recognised every month for their hard work. Frasers Champion is a peer‑nominated scheme where eight winners receive double their pay for a month.
Retail Reconnect – To build the most admired brand ecosystem, all employees gain insights by spending one to two days in a store or warehouse. The goal is to learn how we work on the frontline and bring ideas back to improve office work.
Fearless 1200 – Our way of recognising growth. The programme rewards colleagues across the business for living our values and delivering impact, linking performance to reward.
Employee Welfare
Frasers Fit – Our Everlast Gyms team provides free gym classes for employees and discounted memberships. The programme supports physical, financial, and mental well‑being with training, nutrition, and lifestyle advice via an app.
Retail Trust – Employees receive free access and support from the Retail Trust charity, including a 24‑hour wellbeing helpline, wellness hub, counseling, and financial/legal support.
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