E Commerce & CRO Lead - 12 Month FTC

Saga Group; Folkestone, London; Hybrid; GBP 37,000 - 45,000

Job description

Salary £37,000- £45,000 (Dependent on experience)

12-month Fixed Term Contract

FT- 35 hours per week

Hybrid - London/Folkestone - Travel to the Folkestone/London Office a couple of times per month

Here at Saga, we are looking for an Ecommerce & CRO Lead to join us. This will be a hands-on delivery role, leading the management of Saga’s online Quote & Buy journeys and customer account area. You will take responsibility for the day-to-day operation of our core systems ensuring all development, issues and change are appropriately managed and act as a lead representative for Digital Marketing to drive real customer experience and business benefit for our insurance business. This will be a varied role that will work cross functionally and help set the strategy for the team on the customer journey.

You’ll utilise our Adobe Analytics and Target tools together with our session replay tool Medallia and other data sources to help understand our insurance customers experience online, highlighting key customer experience issues and opportunities to be addressed by implementing an optimisation & personalisation roadmap of activities, working together with the wider marketing, IT, product and project teams.

Role Responsibility

• Be the Subject Matter Expert for Saga’s online quote and buy digital journeys and online self service account area – leading on the scoping and delivery of optimisation activities and support the eCommerce & CRO Manager with wider BAU change stack.
• Use your knowledge and experience of Conversion Rate Optimisation to challenge/propose ways that the online customer journey can be improved and optimised, whilst always championing the optimal user experience. Experience of managing the delivery of these improvements from planning, briefing, development, QA and analysis in collaboration with IT teams in a scrum team format.
• Support the planning, delivery and forecasting of the CRO programme ensuring that deadlines are met and considering all elements of project deliver to mitigate risks/changes throughout the process.
• Manage relationships and communicate with stakeholders across various levels (exec to director) as well as working with external partners, agencies and consultants.
• Actively report on the performance of the online quote and buy digital journeys and online self-service account area into the wider marketing team and collaborate on opportunities to improve core KPIs.
• Provide advice and input into other areas of marketing, campaigns and projects recommending UX/UI/digital experience best practices.

The Ideal Candidate

• Knowledge of latest digital trends and competitor analysis.
• Experience with Analytics & A/B testing tools.
• Adobe Experience cloud experience desirable but demonstrating experience with other digital experience analysis tools.
• Project/Product management.
• Excellent communication & interpersonal skills.
• Proactive mindset, analytical and strategic thinking, HTML/CSS experience.
• Ability to create a strategic test and learn plan.
• Collate and communicate results of AB testing (MDE, statistical significance).
• Experience running/inputting into a CRO strategic programme.
• Experience using analytics tools e.g. Google analytics.
• Working with CRO tools e.g. Adobe Target/Tealium.
• Have a working knowledge of HTML/CSS and JS/jQuery.

Package Description

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• Our working week is 35 hours per week, these can be worked flexibly to suit your working style.
• 25 days holiday + bank holidays.
• Option to purchase additional leave up to 5 extra days.
• Pension scheme matched up to 10%.
• Colleague discounts including family discounts on cruises and holidays.
• Range of reductions and offers from leading retailers, travel groups and entertainment companies.
• Enhanced maternity and paternity leave.
• Grandparents leave.
• Company performance related annual bonus - Up to 5%.
• Income protection.
• Access to Saga Academy, our bespoke learning platform.

About the Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We’re one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine.

We aim to be the largest and most-trusted brand for older people in the UK. Our focus on delivering exceptional experiences empowers our colleagues to create moments that are personal and special for our customers and for each other. Our values underpin our approach and help guide us to deliver our purpose.

We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We do this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment.

Thanks to our people, Saga has been ranked 6th in the UK’s Best Employers 2025 by the Financial Times and Statista. This recognition, based on the voices of 20,000 employees across the UK, is a testament to the great culture we’ve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.

We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge. We are proud of our multigenerational teams we have in place. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible.

Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga.

Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

Job Reference saga/TP/40191/3198

Contract Type Full Time

Closing Date 08 April, 2025

Job Category Marketing

Business Unit Insurance

Location Hybrid - London/Folkestone, United Kingdom