Senior Ecommerce Customer Experience Manager in London

We're looking for a strategic and insight‑driven Senior Ecommerce Customer Experience Manager to lead a high performing team, responsible for the end‑to‑end optimisation of our Arsenal Direct ecommerce store across desktop and mobile.

In this pivotal role, you will define and deliver our on‑site optimisation and CRO strategy, using experimentation, behavioural insights, and technology prioritisation to deliver measurable business impact. Working closely with Commercial and Technology teams, you'll provide expert guidance on customer experience quality and performance, balancing supporter expectations with commercial outcomes to power the growth of our ecommerce platforms.

Your day-to-day

• Own the optimisation and CRO roadmap - you will manage experimentation programmes including A/B and multivariate testing.
• Lead a high‑performing team - you'll coach and develop a customer experience and optimisation team with clear goals and growth plans.
• Define hypotheses and success metrics - you will set clear learning agendas that drive measurable conversion and revenue improvements.
• Guide on-site customer experience strategy - you'll identify friction points and shape the end‑to‑end supporter experience across all devices.
• Translate data into action - you will use behavioural and performance insights to prioritise impactful optimisation initiatives.
• Partner cross‑functionally - you'll collaborate with Trading, Data, Product and Technology teams to integrate customer experience and CRO into delivery.
• Drive commercial outcomes - you will ensure all optimisation activity supports revenue growth and key business KPIs.
• Shape the technology roadmap - you'll influence prioritisation decisions and advocate future‑facing customer experience capabilities.

What We Are Looking For

• Extensive understanding of ecommerce customer experience - you hold extensive experience in ecommerce customer experience as both an individual contributor and an accomplished team leader.
• Exceptional people leadership skills - you have a proven ability to develop, lead and inspire high‑performing teams.
• Outstanding customer experience and CRO expertise - you're confident with optimisation tools and A/B testing platforms (Monetate, ContentSquare preferred).
• Platform and technology understanding - you're familiar with key ecommerce technologies, with ERP experience desirable.
• Commercially minded decision‑maker - you balance supporter experience with conversion and revenue outcomes, ensuring all activities align with business objectives.
• Highly collaborative - you're comfortable working cross-functionally with a wide range of internal and external teams.
• Data‑driven communicator - you are skilled in translating complex data into clear, compelling insights and recommendations for stakeholders.
• Proactive problem‑solver - you thrive in fast‑paced environments, taking ownership and driving initiatives end‑to‑end.

Why choose us

• An exciting reward and recognition scheme.
• Generous holiday allowance which increases with your length of service.
• Great internal learning and development programmes.
• A flexible hybrid working model.
• Priority access to apply for match tickets.
• A competitive health and wellbeing benefits package.
• A leading Employee Assistance Programme.
• Great discounts with some of our Partners.
• An opportunity to play a vital role in delivering our ED&I strategy by joining one of our Employee Networks.

Arsenal for Everyone is our commitment to promoting and embracing equality, diversity and inclusion, so that everyone connected to the club feels like they belong to the same Arsenal family. We believe that diversity of background, skills and experience drives our success on and off the pitch.

We are a Disability Confident Leader. We actively welcome and encourage applications from people with disabilities and long-term health conditions. If you need disability-related adjustments to the recruitment process, please indicate this in your application.

If you are likely to meet the definition of being a 'disabled person' according to the Equality Act 2010, you may be eligible to apply for an interview via the Disability Confident Scheme - please indicate this in your application form below.

Application Closing Date - Wednesday 11th March 2026. Please note: we reserve the right to close the position early if application volumes are particularly high. We encourage you to get your application in sooner rather than later.

Updates on the status of your application will be sent via email, please routinely check your spam and junk folders, as occasionally emails sent via the Teamtailor platform will find themselves there.

Good luck.