Retail Media Growth & Self-Serve Lead

B&Q Limited; Eastleigh; Hybrid; GBP 39.000 - 65.000; Vollzeit

Benefits dieser Stelle

Flexible & Hybrid Working

Career Growth & Development

Competitive Reward Package

Colleague Discounts

Health & Wellbeing Support

Time Away From Work

A Place Where You Belong

Make a Difference

Zusammenfassung

B&Q Limited in the Southampton Store Support Office is recruiting a Self-Service Platform and Monetisation Manager to drive adoption, activation and revenue growth across our self-service products within the Retail Media Team.

You will lead onboarding, optimise customer journeys, support the launch of new features and collaborate with Partnerships, Media, Product and Technology to improve customer experience.

Qualifikationen

• Experience in digital advertising, retail media, ad tech, customer success, self-serve platforms or data monetisation.
• Track record of driving customer adoption, engagement, retention or commercial growth.
• Experience in customer onboarding, enablement, operational support or continuous improvement.
• Strong commercial awareness and ability to use data and customer insight to identify opportunities and measure performance.
• Excellent stakeholder management and collaboration skills across commercial, product, technology and operational teams.
• Strong communication skills, with the ability to explain digital products and processes to different audiences.
• Experience delivering cross-functional initiatives and managing or coaching others.
• Understanding of CRM, customer journeys, digital platforms or advertiser workflows.
• Interest in applying AI and automation to improve customer experience, adoption and operational efficiency.

Aufgaben

• Drive onboarding, activation, retention and revenue growth across self-service products through scalable onboarding, education and support programmes.
• Enhance customer journeys by identifying barriers to adoption and implementing improvements that increase engagement, satisfaction and commercial performance.
• Support the launch of new products and features, ensuring customers and internal teams are equipped for successful adoption.
• Own and optimise onboarding and customer support processes, including account setup, booking management, data access, payment queries and issue resolution.
• Create and maintain customer-facing resources, training materials and internal enablement tools.
• Use customer feedback, support insights and performance data to identify opportunities for product, process and service improvements.
• Leverage AI, automation and self-service solutions to streamline operations, improve support and scale customer adoption.
• Monitor and report on key performance metrics, including activation, usage, retention, support effectiveness and revenue contribution.
• Support product development by translating customer insight and performance trends into recommendations for future enhancements.
• Lead pilots and test-and-learn initiatives, measuring impact and driving continuous improvement.
• Collaborate across Partnerships, Media, Marketplace, Product, Technology, Finance and Data teams to improve customer experience, operational efficiency and product adoption.
• Work closely with CRM, communications and technology teams to deliver customer-focused campaigns, support tools and automation initiatives.
• Manage, coach and develop a Retail Media Monetisation Specialist while building scalable processes and team capability to support future growth.

Kenntnisse

Digital advertising

Retail media

Ad tech

Customer success

Self-serve platforms

Data monetisation

Data-driven decisions

Stakeholder management

Tools

CRM

Advertising platforms

Jobbeschreibung

B&Q Limited in the Southampton Store Support Office is recruiting a Self-Service Platform and Monetisation Manager to drive adoption, activation and revenue growth across our self-service products within the Retail Media Team.

You will lead onboarding, optimise customer journeys, support the launch of new features and collaborate with Partnerships, Media, Product and Technology to improve customer experience.