CRO Manager

Harnham; Essex; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Bonus

Job summary

Harnham is seeking a strategic CRO Manager to own the end-to-end digital journey across multiple brands. You’ll shape the optimisation vision, build the roadmap and identify where experimentation and insights drive commercial growth.

You’ll work with Development, UX, Pricing and Customer Operations to deliver experimentation, personalisation and CX initiatives. You’ll manage testing, analytics and personalisation efforts, balancing hands-on delivery with a strategic remit in a remote-first,

Qualifications

• Strong end-to-end CRO and customer journey optimisation experience.
• A strategic mindset with the ability to build and own an optimisation roadmap.
• Hands-on experience delivering experimentation and A/B testing.
• Experience across the full testing lifecycle, from opportunities to implementation and measurement.
• Strong commercial awareness and ability to link optimisation to revenue and conversions.
• Familiarity with tools such as AB Tasty, Optimizely, VWO, GA, or similar.

Responsibilities

• Own end-to-end conversion journey with accountability for conversion, revenue and CX.
• Build and deliver a data-led CRO roadmap and experiments.
• Identify opportunities to improve conversion, upsell, retention and product performance.
• Use analytics, insights, testing, and performance data to identify opportunities.
• Lead and deliver A/B testing and experimentation, collaborating with technical teams on tracking and architecture.
• Develop a roadmap around personalisation, experimentation and CX initiatives.
• Define CX KPIs and present recommendations to senior stakeholders.
• Collaborate with UK and Gibraltar-based teams on CX projects.
• Explore emerging technologies and AI for optimisation.

Skills

CRO strategy

A/B testing

Data-driven decisions

Stakeholder mgmt

Personalisation

UX knowledge

Tools

AB Tasty

Optimizely

VWO

Google Analytics

Job description

Remote-first in the UK – 2x days a month in the office

If you’re a strategic CRO professional who enjoys owning the full customer journey, building experimentation roadmaps and turning insight into measurable commercial growth, this could be an excellent opportunity to make a real impact across multiple brands and markets!

The Company

A leading, multi-award-winning travel insurance group is continuing to invest in its digital customer experience and optimisation capabilities. The group operates several well-established travel insurance brands across the UK, Ireland and Australia, with further international expansion planned. Its flagship brand specialises in providing travel insurance for customers who may have more complex requirements, including those with pre-existing medical conditions. With a strong customer-first culture and a reputation as one of the UK's top insurance companies to work for, the business is now looking to strengthen its CX and CRO capability with a dedicated CRO Manager.

The Role

Reporting directly into the Head of Marketing, you’ll sit within a small team of three and take ownership of the end-to-end digital customer journey across the group’s brands. This is a highly hands‑on role, but with a strong strategic element. You’ll be responsible for shaping the optimisation vision, building the roadmap and identifying where experimentation and customer insight can have the greatest commercial impact. You’ll work closely with Development, UX, Pricing and Customer Operations teams to deliver experimentation, personalisation and wider CX initiatives.

Key responsibilities will include:

• Owning the end-to-end conversion journey, with accountability for conversion, revenue and customer experience
• Building and delivering a data‑led experimentation and CRO roadmap
• Identifying opportunities to improve conversion, upsell, retention and ancillary product performance
• Using analytics, customer insight, user testing, session recordings and performance data to identify optimisation opportunities
• Managing and delivering A/B testing and experimentation, ensuring successful tests are implemented into productionWorking with technical teams on tracking, experimentation architecture and scalable optimisation capabilities
• Developing a roadmap around personalisation, experimentation and customer experience
• Defining CX performance indicators and presenting recommendations and results to senior stakeholders
• Working across UK and Gibraltar-based teams to deliver CX initiatives
• Exploring emerging technologies, AI and new approaches to digital optimisation

The business already has a roadmap in place, so you’ll have a strong foundation to build upon while bringing your own strategic thinking and experience to the function.

Your Skills & Experience

• Strong end-to-end CRO and customer journey optimisation experience
• A strategic mindset, with the ability to build and own an optimisation roadmap
• Strong hands‑on experience delivering experimentation and A/B testing
• Experience working across the full testing lifecycle, from identifying opportunities through to implementation and measurement
• Strong commercial awareness and the ability to connect optimisation activity to revenue and conversion
• Experience with tools such as AB Tasty, Optimizely, VWO, Google Analytics or similar – the business is tool agnostic
• A good understanding of front-end implementation, tagging and experimentation architecture
• Knowledge of UX/UI and personalisation principles
• Excellent stakeholder management and presentation skills
• The ability to operate in a fast‑paced, hands‑on environment

Experience within insurance or financial services would be beneficial but is not essential. Travel, digital-first or agency backgrounds will also be considered. Experience with server-side testing and experimentation is particularly attractive.

The Benefits

• Bonus