CRO Manager in Manchester

Manchester/Hybrid (minimum 2 days a week in the office, further flexibility required for office visits) Permanent

About CAVU:

For airports, for partners, for people. We are CAVU. At CAVU our purpose is to find new and better ways to make airport travel seamless and enjoyable for everybody. From the smallest ideas to the biggest changes. Every day here is about creating better travel experiences. From our revenue accelerating single platform technology, Propel, through to our world class hospitality venues including 1903 and Escape Lounges - our solutions make travel more seamless and enjoyable for passengers, and more profitable for our clients and partners. We know that to bring your best ideas, you need the space to think, the right support, and the freedom to be your true, authentic self. Whether you're working from our offices, from home, in a lounge, or out on the road, we provide the environment to create, innovate, and transform airport travel. If you're looking for a career where you can make a real impact, bring new ideas to life, and push boundaries, then CAVU is the place for you. Together, we can reach new heights. Together, we are CAVU.

Role overview:

Responsible for leading the optimisation strategy of our ecommerce journeys to improve conversion rate, user experience and drive overall business growth. The role will primarily focus on our distribution businesses, whilst establishing and overseeing the delivery of the client conversation rate optimisation strategy. The role will work collaboratively cross functionally across the Product, Tech and Digital Analytics teams to lead the CRO programme from identifying the overall strategy, planning, executing and delivering a best practice approach to A/B and multi variant tests and analysing results using a variety of data tools available making recommendations for implementation to the development roadmap. This role is accountable for driving digital growth through the optimisation of digital journeys and UX to deliver conversion improvements in line with commercial KPIs.

Principal Accountabilities:

• Conversion Optimisation Strategy: Develop, lead and execute a comprehensive Conversion Rate Optimisation (CRO) strategy across all websites and devices to drive customer journey improvements and increase conversion & KPIs. Conduct in-depth opportunity analysis of user behaviour, customer journeys, and conversion funnels to identify optimisation opportunities. Work closely with key stakeholders (internal & external) to identify and prioritise UX pain points across the various existing & new user journeys & products aligned to business KPIs and targets. Regularly conduct and review website opportunity analysis to determine areas of focus for optimisation, driving the optimisation roadmap. Manage the relationship with key stakeholders including product, tech and UX to deliver a programme of CRO aligned to achieving commercial business KPI targets at both topline P&L level but also airport level, ultimately driving improvements in conversion rate.
• A/B Testing and Experimentation: Plan, execute, and analyze A/B and multivariate tests to optimize website elements, including copy, layout, forms, and calls-to-action (CTAs). Utilize testing platforms and tools to set up experiments, monitor performance, and derive actionable insights for iterative improvements. Interpret test results and make data-driven recommendations for ongoing optimisation efforts.
• Website Analytics and Insights: Utilize web analytics tools (e.g., Google Analytics, Full story) to track key performance indicators (KPIs), such as conversion rates, bounce rates, and session duration. Generate reports and dashboards to monitor website performance, identify trends, and communicate insights to stakeholders. Conduct user research, surveys, and usability testing to gather qualitative feedback and identify areas for improvement. Maximise opportunity to convert website channel traffic by defining, leading and implementing a programme of initiatives working in partnership with the wider Ecommerce and Marketing teams.
• User Experience Optimisation: Collaborate with UX/UI designers to enhance the user experience and usability of digital properties through iterative design improvements, helping to shape industry leading, innovative experiences for our customers. Conduct heuristic evaluations and UX audits to identify usability issues and friction points in the conversion process. Implement best practices for responsive design, accessibility, and mobile optimization to optimize user engagement and conversion rates across devices, whilst influencing adoption across wider CAVU business.
• Cross functional Collaboration: Chair regular weekly, monthly and quarterly meetings with stakeholders across the business ensuring an aligned roadmap delivered at pace to ensure delivery of growth targets. Partner with development teams to implement CRO enhancements, track performance metrics, and troubleshoot technical issues. Foster a culture of experimentation and continuous improvement by sharing insights, best practices, and success stories across the organization. Be the CRO expert lead across all Ecommerce activity working alongside the wider Ecommerce Department and Digital product teams and strive to continuously enhance the Customer Experience. Work closely with the product team in providing best in class innovative ideas to ensure the deliver. Provide innovative ideas to the product. Stay at the leading edge of trends in Digital Optimisation and UX design. Deputise for Head of Ecommerce when required.

What we're looking for:

• Desirable (but not essential) - degree level or equivalent.
• Driven and motivated to create a high performing CRO team that adapts, develops and grows through continuous feedback and improvement.
• Previous experience in an e-commerce orientated environment essential.
• Have a strong background in digital marketing, website analytics, and A/B testing methodologies, along with a passion for delivering measurable results.
• Proven experience of establishing and driving Ecommerce optimisation and conversion improvements through leading CRO teams and their optimisation roadmap, delivery of tests and measuring/actions insight.
• Highly process driven.
• Experience of UX design across web, mobile and app.
• Analytical, evaluative, and problem-solving abilities, including specific usability research & analytics experience, and multivariate testing, including planning, implementing and presenting results.
• Expert skills in user-centred design solutions with measurable results, across devices & platforms.
• A track-record of considering intuitive site functionality, personalisation & interaction, site architecture, user interfaces & navigation.
• Effective communication skills at all levels, with a proven ability to collaborate with a pragmatic and confident approach and ability to influence in a team-oriented, collaborative environment.
• Strong advocacy for a customer-centric approach and enthusiasm for all things digital.
• Advanced Google Analytics/digital Analytics experience essential.
• Experience of working with multiple datasets within excel.
• Analytical minded, with a proficient knowledge of excel.

The Perks:

• 25 days holiday, increasing by 1 day per year with service (up to 28).
• Option to buy up to 10 additional days annual leave, plus 4 flexible bank holidays.
• 10% company pension.
• Annual bonus scheme.
• On-site gym.
• MediCash scheme.
• A host of flexible benefits and discounts including up to 50% off CAVU products such as Escape Lounges and Airport Parking.
• Rail and retail discounts.
• 2 paid volunteering days per year.
• Access to an internal events calendar including health & wellbeing activities, ID&E initiatives, and learning sessions.
• Formal and informal development opportunities, including mentoring programmes and learning grants.
• Enhanced parental leave (T&Cs apply).

The Interview Process:

Please note this may change:

• Recruiter Screen around 15 minutes to discuss your experience, motivations, and what you're looking for.
• Skills & Competency Interview focused on your technical expertise and leadership approach, 30 minutes teams meeting.
• Values Interview exploring how you align with CAVU's culture and values, 1 hr 30 in office interview.

At CAVU, Inclusion, Diversity & Equity are at the heart of who we are. We're proud to be an equal opportunities employer and we celebrate individuality. Did you know that some people may be less likely to apply to a job if they don't meet every single requirement listed? Research shows this can especially affect women and underrepresented groups. If you're excited about this role but don't tick every box, please still apply we'd love to hear from you. We're also committed to providing reasonable accommodations for individuals with disabilities throughout the recruitment process.

Are you ready to reach new heights? Apply now to join CAVU.