Recruiter

TUI Specialist & Activity

Salary

From £35,000 to £38,000 per year

Location

Crawley

Job term

Permanent

Job hours

Full time

Web Sales & Operations Manager
Based in Crawley
As a core member of the Web Sales and Operations Department within SHG, the Web Sales & Operations Manager is responsible for the management of day-to-day web merchandising, content updates and enhancements across the Specialist websites. 
The web channel is a strategically critical route to market and the Web Sales & Operations teams within each location both play a central role as a driver of business success. 
What You'll Be Doing
Key Accountabilities & Responsibilities
1. Support the process of consulting with the business and marketing teams to define online objectives in your location
2. Co-own the commercial performance of the brands aligned to your team, and the planning and delivery of activities designed to support and improve commercial performance
3. Business Liaison
• Working closely with the Head of Web Sales & Operations in your location, coordinate the business liaison activities with the relevant business and marketing stakeholders
• Ensure that for each requirement, as far as possible there is a clear and measurable business objective to be achieved, including any “drop dead dates” where relevant
• Clearly differentiate the requirements into operational/content changes, functional enhancements, conversion optimisation and merchandising changes in order to help with prioritisation 
• Facilitate the prioritisation of requirements across the various brands and websites such that the biggest “bang for buck” is achieved in the shortest space of time, while not neglecting the merchandising and marketing requirements of each brand online
• Maintain good relationships with all relevant business stakeholders in order to better understand the business drivers and rationale for proposed changes coming from the business and marketing teams
4. Planning, management & delivery
• Take ownership of the plan for delivery of changes to each website at your location
• Construct, maintain and clearly communicate the plan for delivery across all websites, managing expectations as required when things change
• Escalate any requirements that become undeliverable due to changes in scope, resource or cost parameters
• Coordinate the activities of the team in your location in order to deliver to expectation
• Ensure the most efficient processes and tools are used to plan and manage the work across the team and the wider business; encourage use of online tools as far as practicable
5. Content & merchandising
• Closely coordinate activities with the Product team (product content), Inventory (pricing and availability) and with Brand Managers (tone of voice) to schedule and release quality commercialised content to the websites, in line with the business’s milestones 
• Keep a watchful eye on changes to the Product offering and ensure the web content is consistent with what’s on sale
• Help define and manage the structure of our content in ALIAS, advising the Product team on the most efficient and effective ways of achieving the required results with our content
• Define and manage the structure of our content in Webadmin.
• Define and manage the process for delivering content to our online affiliates, third parties, working with IT as required
• Seek out opportunities to automate content management for merchandising and reduce the need for hands-on web design and development input
6. Requirements 
• Help capture, define and prioritise requirements for smaller and larger enhancements of the web platform 
7. Take accountability for lower level objective setting, delegation/coordination and delivery for day-to-day online activity in Crawley, including but not limited to:
• Delivery of on-site promotions and merchandising
• Management and accuracy of non-geographic published content (e.g. Sales Centre phone numbers, booking T&Cs)
• Online marketing campaign set up, briefing, delivery of objectives and post-campaign reviews 
• Supporting the Sales Centre and Trade teams in answering day to day web queries 
• Process efficiency
8. Recruit, develop, manage, motivate and inspire a team of online professionals to deliver upon the above 
9. Ensure expertise, experience and best practice is shared across the teams in both locations
What We're Looking For
• 3+ years’ commercial experience working for large B2C or B2B websites, working in multi-disciplinary teams
• Extended knowledge and understanding of all E-Commerce related disciplines including conversion optimisation, management info, web analytics, user experience, online marketing, web project management
• Stakeholder management 
• Experience in managing a team 
• Must have excellent attention to detail and the ability to effectively multi-task
• Delivery to time, budget and quality expectation, across multiple initiatives simultaneously
• Excellent verbal and written communication skills
• Highly flexible, positive and resilient with the ability to be innovative and collaborate.
• Self starter
What We Can Offer
- Competitive salary 
- Holiday entitlement of 25 days increasing with service to 28 days 
- Holiday concession purchase 
- Affinity reward scheme – online discounts on products & services 
- Late seat and accommodation offers 
- Childcare vouchers 
- Cycle to work scheme 
- In-flight discount of 20% 
- Foreign exchange discount at TUI retail outlets
- Contributory Pension scheme
- Private Medical Cover
- Private Health Insurance
- Career progression opportunities

Recruiter

TUI Specialist & Activity

Salary

From £30,000 to £30,000 per year

Location

Crawley

Job term

Permanent

Job hours

Full time

Web Analyst - Crawley/ Surbiton

Based in Crawley/ Surbiton
The Web Analyst will promote the understanding of customer behaviour on the SHG Ski and Lakes websites and help to identify areas where improvements in the online experience can be made. Using several different analysis tools including Adobe SiteCatalyst and Tealeaf, you will identify customer behaviour patterns and make recommendations for enhancements or areas to be tested. 
The web channel is a strategically critical route to market and the Web Sales & Operations teams within each location both play a central role as a driver of business success. 
What You'll Be Doing
1. Reporting Commercial Performance & Error Analysis
• Work with Finance and Commercial teams to ensure that web analytics are reported in line with business analytics 
• Produce automated weekly, monthly reports (Excel, BI tools, Clickstream analytics) and ad hoc reporting as required by the business.
• Deliver error reporting and analysis.
• Establish “dashboard” style online reporting from a range of different data sources for senior management team in the areas of acquisition, conversion and retention
• Put in place merchandising campaign analysis, feeding back to the business on performance post-campaign.
• Be the business owner and technical expert for our analytics tools & tags (Adobe SiteCatalyst) and point of audit for web data to ensure accuracy.
• Regularly audit tracking tags and parameter implementations for data capture accuracy.
• Specify and recommend improvements to tracking to fit with business requirements; co-ordinate delivery of these changes with IT (and external agencies, where required).
• Consolidate data and validate against other business sources
• Support the Sales Centre and Trade teams in answering day to day web queries 
2. Conversion optimisation
• Support the Conversion Specialist and Web Performance Manager to deliver a conversion optimisation programme.
• Help establish A/B and multivariate testing process, working with the Conversion Specialist and Web Performance Manager
• Identify areas of the websites which are underperforming and make recommendations for test plans
• Establish a web analytics forum with key commercial stakeholders from across the business to encourage take up of analytics tools and also to better understand business drivers
• Undertake website behaviour and customer experience analysis.
• Identify and prioritise opportunities for conversion and retention improvement within the online proposition
• Contribute data-driven rationales to define changes to our websites 
What We're Looking For
• 2+ years experience in a B2C E-Commerce environment.
• 2 years working with standard clickstream analysis tools: Adobe SiteCatalyst (desirable), Google Analytics, WebTrends, CoreMetrics etc.
• 3-5 years experience in using the Microsoft Office suite with very strong Excel skills.
• Experience in advanced web analytics methodologies such as experimentation and testing, competitive analysis, surveys and market research.
• Excellent communication skills and ability to interact with all levels of management, end users and technical resources.
• Expertise with Business Intelligence tools, such as Business Objects, Cognos etc, including ability to tune SQL queries
• Experience of A/B and multivariate testing in a B2C environment & demonstrable conversion optimisation skills an advantage.
• Exposure to project management skills, business process redesign principles, tools and techniques a plus.
• Highly numerate and commercially aware
• Fully reliable with high attention to detail
• Bachelor’s degree desirable
What We Can Offer
• Competitive salary 
• Holiday entitlement of 25 days increasing with service to 28 days 
• Holiday concession purchase 
• Affinity reward scheme – online discounts on products & services 
• Late seat and accommodation offers 
• Childcare vouchers 
• Cycle to work scheme 
• In-flight discount of 20% 
• Foreign exchange discount at TUI retail outlets
• Contributory Pension scheme
• Career progression opportunities