The Vacancy

We are looking for an enthusiastic team member to join our Digital team as a Senior Digital Experience Manager based at our Support Centre in Worksop or our London office, depending on which is closer once a week, and then working remotely.  

As our Senior Digital Experience Manager you’ll lead a highly skilled and talented team of three digital professionals, you'll ensure that customer centricity is key. Collaborating across wilko to understand our customer needs, as well as identifying moments of truth and pain points to continuously improve the experience we offer.

Taking huge pride in what you do, your role will involve defining, managing, and executing the customer experience strategy for wilko.com. Continually raising and embedding the voice of the customer across the business functions to deliver a seamless experience, greater customer satisfaction, increased efficiency and profitability. Customer experience is highly important for us and this role is pivotal to ensuring this across digital. Along with:

• Leading change effectively whilst also owning and delivering customer journey improvements. 
• Defining, embedding, and evolving brand guard rails on behalf of Digital to establish a consistent representation of the wilko brand and positively influence brand perception.
• Providing clear direction to drive Customer Experience improvements for delivery of key digital products and releases (prioritised based on benefit, budget, and resource) managing delivery of assets for stories in development backlog.
• Leading the A/B testing programme to support test and learn, including defining the process, establishing the problem statement, priorities and KPI’s and working with UX Designers, developers and digital analytics to create and run the tests. Managing 3rd party relationships for testing as required.
• Driving the CRO agenda in Digital, implementing optimisation for incrementality. Reducing customer pain points across wilko.com, improving CX and reducing both error rate / exit rate.
• Defining and implementing a user and SEO focussed taxonomy that improves navigation and supports our product led strategy.
• Working to define the omnichannel experience cross-functionally; developing a blueprint for stores and digital to achieve ambitions.

For this role we need someone who has previously led a team and held a senior position in digital with a focus on digital design and digital customer experience. We need strong knowledge of eCommerce platforms and technologies, including content management and search; with a track record of successful management of A/B testing projects.

We know it’s not just about the role but how we can reward you too, so with every role comes a competitive salary, a brilliant rewards scheme, 33 days holiday entitlement (inc Bank Holidays) rising to 38 days after 5 years’ service, a great pension scheme, car allowance, an exceptional array of apprenticeships, wilko WOW flexible benefits (such as great discounts on shopping, days out, holidays, health and fitness and money-saving schemes to cut the costs of childcare), holiday homes and most importantly 20% team member and family discount in store and online.

The Company

We're a family-owned business with honest and fair family values at our heart. 

For ninety years, we've been giving our customers all the stuff they need to brighten up their homes and neaten up their gardens. And, when it comes to our people, we believe in offering the same support, for the things that matter to them too.

So, take a closer look. Discover the history, values, and commitments that make us who we are - and that you'll become part of if you join us.