Optimisation Manager (Tesco Mobile)

What’s in it for you

We offer excellent benefits that help make Tesco a great place to work.  These include but aren’t limited to:

• An annual bonus scheme which you can achieve up to 3.5% of base salary
• Colleague Clubcard (including a 2nd card for a family member) after 6 months service with 10% off most purchases at Tesco
• Holiday starting at 25 days plus a personal day
• A retirement savings plan - 4%-7.5% contribution rate
• Life Assurance - 5 x contractual pay
• Buy As You Earn Scheme
• Save As You Earn Scheme
• Deals & Discounts through Tesco including Tesco Mobile & Tesco Bank
• Deals and Discounts through many other external businesses

About the role

Responsible for the delivery of an optimisation programme and resulting insights that will be inform business decisions and help provide a clearer and deeper understanding of our customer base and their needs.

• Able to find opportunities, assess potential, and influence to secure buy-in, drive change using data
• Utilise the tools and solution at your availability to seek insights and uplift those user stories that will benefit from our optimisation resources in order to push customer satisfaction
• Clearly measure, align and communicate the shifts and improvements to customer service metrics achieved by the testing programme
• Defining A/B or multivariate tests, monitoring the results and ensuring statistical significance whenever possible.
• Reviewing and benchmarking against competitors, both inside and outside telecommunications to identify potential opportunities
• Work closely with stakeholders in order to identify and priories testing opportunities.
• Ability to create tests, possessing basic knowledge of HTML, CSS and jQuery - Optional

You will be responsible for

Responsible for the delivery of an optimisation programme and resulting insights that will be inform business decisions and help provide a clearer and deeper understanding of our customer base and their needs.

• Able to find opportunities, assess potential, and influence to secure buy-in, drive change using data
• Utilise the tools and solution at your availability to seek insights and uplift those user stories that will benefit from our optimisation resources in order to push customer satisfaction
• Clearly measure, align and communicate the shifts and improvements to customer service metrics achieved by the testing programme
• Defining A/B or multivariate tests, monitoring the results and ensuring statistical significance whenever possible.
• Reviewing and benchmarking against competitors, both inside and outside telecommunications to identify potential opportunities
• Work closely with stakeholders in order to identify and priories testing opportunities.
• Ability to create tests, possessing basic knowledge of HTML, CSS and jQuery - Optional

You will need

• To be able to put yourself in the shoes of the customer
• A relevant degree, or equivalent, coupled with demonstrable costumer service/marketing experience
• Experience in digital ecommerce with exposure to customer service, Testing, UX and complex projects
• The ability to work autonomously, a true self-starter guided by customer centric common sense
• To be highly organised, able to balance several projects simultaneously
• To possess a ‘problem solving’ approach
• A high attention to detail, performing well under pressure in a fast-paced environment
• Ability to work collaboratively but make tough decisions when necessary
• To have excellent interpersonal skills with an ability to communicate and influence effectively at management level
• The ability to ruthlessly prioritise workload based on customer and business benefit
• The ability to put yourself in the shoes of the customer

About us

About the team: 

The Digital channels team sit within the Sales & Service Directorate, at the frontline for customers in-store, on our apps, online at tescomobile.com and via our UK based contact centres.

As Digital experts, we are a close-knit, small but mighty team of passionate and dedicated online professionals from different career backgrounds, bringing our best to work every day with the shared objective of building and delivering best in class sales and service experiences for Tesco Mobile customers.  

A high performing team, setting challenging goals for ourselves, we always have our eye on the numbers, as we seek every opportunity to grow our channel performance and deliver measurable results back to the business.

You will thrive in this team if you enjoy a fast pace of work, a quick rate of change and having a bit of fun along the way