Retail Media Self-Serve & Monetisation Lead

B&Q plc; Eastleigh; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

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

Job summary

B&Q plc, Southampton Store Support Office, is hiring a Self-Service Platform and Monetisation Manager in our Retail Media Team. You will drive onboarding, adoption and revenue growth of self-serve products while coordinating with cross-functional groups to deliver scalable solutions.

You will lead pilots, use data to improve performance and collaborate with CRM, Technology and Finance to enhance customer journeys and operational efficiency.

Qualifications

• Experience in digital advertising, retail media, ad tech, customer success, self-serve platforms or data monetisation.

Responsibilities

• Drive adoption, 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.

Skills

Digital advertising

Retail media

Ad tech

Customer success

Self-serve platforms

Data monetisation

AI and automation

Job description

B&Q plc, Southampton Store Support Office, is hiring a Self-Service Platform and Monetisation Manager in our Retail Media Team. You will drive onboarding, adoption and revenue growth of self-serve products while coordinating with cross-functional groups to deliver scalable solutions.

You will lead pilots, use data to improve performance and collaborate with CRM, Technology and Finance to enhance customer journeys and operational efficiency.