Booking Experience & Conversion Rate Optimisation Manager

Company Description

Based in London and reporting to your cluster Ecommerce Performance Leader, in this role as Booking Experience and Conversion Rate Optimization Manager, you will drive the CRO for the websites within your Cluster. Fully owning the CRO function, building and rapidly implementing an agile, data-driven roadmap, iterating, reporting and evolving our capability to drive real customer experience and conversion objectives.

You'll utilise GA4 together with our session replay tool FullStory to help understand customers' experience online and the customer journey. You will highlight key customer experience issues and opportunities to be addressed by our digital development roadmap and drive the creation and implementation of an optimisation & personalisation programme.

You will work cross-functionally with product, design, marketing, and revenue teams to deliver a seamless, high-converting experience for users across mobile and desktop platforms.

• Booking Engine Optimization: Lead initiatives to improve booking engine performance, focusing on increasing direct bookings and reducing reliance on online travel agents (OTAs). Continuously assess and enhance the booking engine to optimize conversion rates and revenue generation.
• End-to-End Funnel Optimization: Collaborate with design, product development, and engineering teams to streamline the user experience across the entire booking funnel. Identify pain points and remove barriers to ensure a frictionless customer journey from initial search to completed booking.
• A/B Testing and Experimentation: Build and execute a robust A/B testing and multivariate testing strategy. Use data-driven experimentation to validate hypotheses and drive continuous conversion rate improvements. Leverage testing platforms to rapidly iterate and optimize booking experiences.
• Mobile and Desktop Optimization: Lead efforts to optimize both mobile and desktop booking experiences. Ensure that users encounter seamless, fast, and engaging booking journeys on all devices, addressing unique challenges and opportunities for mobile-first customers.
• Collaboration with Revenue and Marketing Teams: Partner with Revenue and Marketing teams to align conversion rate optimization (CRO) efforts with pricing strategies, special promotions, and marketing campaigns. Ensure that the booking platform and user experience reflect strategic pricing and promotional goals.
• Data-Driven Insights and Analysis: Conduct in-depth analysis of user behavior, conversion funnel performance, and customer segmentation to identify opportunities for improvement. Use tools like Google Analytics, Optimizely, Hotjar, and CRM data to generate actionable insights that guide your optimization roadmap.
• End-to-End Customer Journey Optimization: Go beyond the booking funnel to optimize key touchpoints in the post-booking journey, including confirmation, pre-arrival communications, and follow-up interactions. Aim to enhance guest satisfaction, retention, and lifetime value.

• Proven experience in conversion rate optimization (CRO), ideally within an e-commerce or hospitality environment. A strong track record of improving digital performance through A/B testing, experimentation, and data analysis.
• Deep understanding of booking engines and their role in driving direct bookings, with a focus on reducing dependency on OTAs.
• Proficiency in testing platforms (e.g., Optimizely, Google Optimize), analytics tools (e.g., Google Analytics), and customer behavior analysis tools (e.g., Hotjar).
• Experience collaborating with product development, UX/UI design, revenue management, and marketing teams to align technical, commercial, and user experience objectives.
• Strong data analysis skills, with the ability to synthesize complex data into clear, actionable insights.
• Familiarity with mobile-first design principles and a keen understanding of the mobile and desktop optimization landscape.
• Excellent communication and stakeholder management skills, with the ability to influence cross-functional teams and drive strategic initiatives.
• Experience managing and developing talent, with a focus on fostering a culture of innovation, experimentation, and continuous improvement.

What's in it for you

• The opportunity to join an innovative, fast-growing, international group that's committed to not just building new hotels but building a global brand.
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• Become part of a team that's very passionate about creating great hospitality experiences and building a portfolio of brands.
• Great discounts across the entire Ennismore family.
• A competitive package and plenty of opportunity for development.