CRO Manager

ROLE PROFILE

ROLE PROFILE The WHY

Nadine Merabi is a luxury occasion wear brand with a growing digital presence and a customer base that expects a beautiful, considered experience at every touchpoint. We are evolving our digital team from a flat structure into one with clear, dedicated ownership across acquisition, conversion and retention. This is a new role. As CRO Manager, you will own the on-site experience and lead our approach to conversion optimisation, working within the on-site pillar of the digital team to bring analytical thinking, UX sensibility and a test-and-learn mindset to improve the customer journey while strengthening commercial performance and the premium customer experience.

We are looking for someone who genuinely wants to understand why customers behave the way they do and who uses that curiosity to shape better experiences. If you are energized by uncovering customer friction and solving it through evidence-led experimentation, this role was built with you in mind.

The WHAT

• What you will be responsible for:

• Leading our CRO programme from end to end, including generating hypotheses, designing tests, overseeing execution and drawing clear conclusions from results.
• Running UX audits across the full customer journey, from the homepage through to checkout, and building a clear picture of where friction exists and where opportunity lies.
• Owning and maintaining a prioritised testing roadmap so that the most impactful work is always moving forward.
• Running A/B and multivariate tests using our existing toolset and helping us make the case for any additional tooling investment where it is needed.
• Turning data from GA4, Hotjar and session recordings into clear, actionable insight that the wider team can act on. Synthesising behavioural analytics, customer research, Voice of Customer data and qualitative feedback into actionable optimisation opportunities.
• Working closely with the E-commerce Manager on the day-to-day commercial picture, ensuring live tests and trading priorities work together.
• Collaborating with the Digital Insights and Dev Manager to ensure the right development resource is in place to support test builds and site improvements.
• Partnering with the CRM and Loyalty team to improve the post-click experience, so that customers arriving from email or campaigns land somewhere that converts well and feels on-brand.
• Bringing the customer's perspective into team conversations, sharing what the data is telling us about behaviour to influence both commercial and creative thinking.
• Developing and embedding an experimentation framework that encourages evidence-based decision making across Digital and E-commerce.
• Identifying opportunities for personalisation and audience-specific experiences where supported by data.
• Championing accessibility and inclusive design principles alongside optimisation initiatives.
• Acting as the subject matter expert for CRO and experimentation across the business.

What you will be accountable for:

• Conversion rate performance across key on-site metrics, including CVR, add-to-cart rate, checkout completion and bounce rate.
• Maintaining a healthy and consistent testing cadence with a strong pipeline.
• The quality and integrity of testing: sound methodology, clean segmentation and objective interpretation of results, recognising when a test has not produced a meaningful outcome.
• Regular reporting to stakeholders on what is live, what has been learned and what is coming next.
• Ensuring every test and recommendation aligns with Nadine Merabi brand standards visually, tonally and experientially.
• Improving metrics such as Conversion Rate, Revenue per Visitor (RPV), Average Order Value where appropriate, Checkout Completion, Add-to-Bag, Engagement, Experiment Win Rate (measured carefully) and Learning velocity.

Essential:

• Proven experience in a CRO, UX or digital optimisation role, ideally within fashion, luxury or premium e-commerce.
• Practical experience running A/B and multivariate tests from start to finish, with clear results.
• Experience using web analytics, behavioural insight and experimentation platforms (e.g., GA4, Hotjar, VWO,…