eCommerce Manager, Visit London

VisitLondon.com is London’s official visitor guide, attracting more than 20 million users a year from the UK and around the world. Visit London offers users inspiration, information, and the ability to book a broad range of world class attractions, theatre shows, hotels, trips and a growing range of experiences.
Visit London generates millions of pounds in ticketing revenue that we re-invest in promoting London and supporting jobs across the city. We work with leading partners such as Golden Tours, See Tickets, Booking.com and Red Letters Day to inspire, acquire and convert users to customers.
Purpose of the role
As our eCommerce Manager, you are responsible for the overall website design and UX, balancing both conversion and SEO goals to maximise income whilst managing the long-term health of the website. Key TasksDevelop and execute data-driven strategies that capitalise on Visit London’s growing number of users to engage and optimise funnel entrances. Utilise tools and insights to pinpoint barriers and to maximise performance across mobile, desktop and app. Work alongside our suppliers to optimise the checkout journey(s) to maximise user conversion and re-activation, while underpinning income growth through logical and well presented product upsell and cross-sell.Determine what content to personalise for our high value audiences and provide clear specifications for the content team. Continuously test ways to refine our content personalisation, both for our English and foreign language sites, embedding those methods that are the most effective, to further grow income. Specify which products to promote for the content team in order to maximise income from high margin products.Shape a rigorous long-term testing plan, backed by a clear methodology for implementing A/B and multi-variant tests. Manage our testing software provider to ensure suitability, output and value for money.Project manage the execution of all tests, drawing in the necessary design and content changes.Keep our brand guidelines, UI, UX, SEO and accessibility in mind when determining our tests. Log the details and performance of all tests, setting out recommendations for further testing. Communicate testing plans, share results and next steps in a timely manner.Play a leading role in transitioning tickets.london into the Visit London domain, exploring opportunities to improve design and user experience, with the aim of aiding conversion. Own the Commerce roadmap. Align the roadmap to the growth team’s high level roadmap and other manager’s roadmaps.As an active member of the customer success team, specify our priorities connected with optimising our white-label site(s) with our suppliers and secure their commitment and resource allocation. Work with our Commercial Manager to ensure the agreed deliverables are met on time and to standard.Research audiences and users to build out personas. Alongside our Commercial Manager, identify opportunities to enhance our product offering, price competitors and conversion.Carefully consider how our brand is positioned within the market and how our content and pricing supports this positioning. Provide clear guidance to the content team on how to reflect our brand’s trust and integrity through our content and messaging. Lead the ongoing development and evolution of visitlondon.com, with particular focus on mobile, to support SEO best practice, meet user expectations and deliver outstanding customer experience. Maintain the Visit London app as a user acquisition and conversion channel. This includes procuring and managing the app agency, their development roadmap and the associated budget.Support the development of our pricing strategy. Work with the Commercial Manager to test different price points and gauge their impact on conversion and income generation.Work with the Senior Email Marketing Manager to explore and assess ways to grow our email database and segment users who are most likely to buy, whether for the first time or a repeat basis.Present how your work has performed and the impact on our strategic aims.Stay informed about industry trends, market dynamics, and competitive landscape. Learn from how other organisations optimise conversion and recommend new techniques that we implement within Visit London.You’ll have/bringHighly analytical with the ability to identify high value opportunities and actionable insightsAbility to gather, analysis and interpret multiple sources of dataPersistent and restless in seeking incremental improvementsAbility to present complex concepts and data in a way that everyone can understandHighly organised and methodical, with highly attuned attention to detailCompetent user of CRO testing tools e.g. Google Optimise and Hotjar and analytics tools, largely Google AnalyticsStrong project management and ability to prioritise, whilst remaining flexibleStrong knowledge of ecommerce and funnel managementResults-orientated and ability to demonstrate impact on improving conversion, as well as growing income and profitabilityUnderstand how to influence user behaviour and the stimulus for triggering actionWriting detailed functional and technical requirements for developersAbility to keep up with the latest digital trends and recommend how we can learn from othersYou’ll GetTo join a fast paced, flexible and inclusive social enterpriseHybrid working environment30 days’ holiday in addition to UK public holidaysExcellent employer pension contribution and private medical health insurance Disclaimer: due to the high volume of applications we receive, we reserve the right to close a vacancy earlier than the advertised date. This is to ensure our teams can manage application levels while maintaining a positive candidate experience. Once a vacancy has closed, we are unable to consider further applications, so please submit your application as soon as possible to avoid disappointment.
London's diversity is its biggest asset. At London & Partners, we aim to ensure our workforce reflects the diversity of the city that we promote. We encourage applications from people of any age, gender, ethnicity, sexual orientation or assignment, faith or disability. We also appreciate that many people require flexibility in their working patterns and encourage you to talk to us at interview about any flexibility you may need, be it full-time, job-share, or part-time.
We encourage applications from all sections of the community. About London and Partners London & Partners is the business growth and destination agency for London – it is our mission to create economic growth that is resilient, sustainable and inclusive.
Our work shines a global spotlight on London; we support the Mayor of London's priorities by promoting London internationally as a leading world city.
#J-18808-Ljbffr