We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they'll love. Join us as a Self - Service Platform and Monetisation Manager within our Retail Media Team and you'll be a big part of this. What's the job?: 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. 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., Experience within a retail media network, advertising platform, digital marketplace or data monetisation business. Familiarity with CRM and marketing automation, customer segmentation and lifecycle management. Experience using Epsilon or similar advertising, data or customer marketing platforms. Experience implementing AI-enabled tools, automated customer journeys or scalable digital support solutions. At B
Retail Media Self Serve & Monetisation Manager in Hampshire employer: B&Q plc
B&Q Royal Tunbridge Wells is an excellent employer, offering a supportive work culture where every team member is valued and encouraged to grow. With competitive salaries, generous holiday entitlements, and a focus on customer satisfaction, employees can thrive in a dynamic environment that prioritises both personal and professional development.
