ROLE PROFILE The WHY
Nadine Merabi is a luxury occasion wear brand with a growing digital presence and a customer base that expects a beautiful, considered experience at every touchpoint. We are in the process of evolving our digital team from a flat structure into one with clear, dedicated ownership across acquisition, conversion and retention.
This is a new role, and an exciting one. As CRO Manager, you will take ownership of our on-site experience and lead our approach to conversion optimisation. You will work within the on-site pillar of the digital team, bringing the analytical thinking, UX sensibility and test-and-learn mindset that helps us improve the customer journey in ways that strengthen both commercial performance and the premium customer experience. That means being smart and considered about what we test, not just what moves the numbers.
We are looking for someone who genuinely wants to understand why customers behave the way they do and who uses that curiosity to shape better experiences. If you are the kind of person who gets energised by uncovering customer friction and solving it through evidence-led experimentation, this role was built with you in mind.
ROLE ACCOUNTABILITY The WHAT
What you will be responsible for:
• Leading our CRO programme from end to end, including generating hypotheses, designing tests, overseeing execution and drawing clear conclusions from results.
• Running UX audits across the full customer journey, from the homepage through to checkout, and building a clear picture of where friction exists and where opportunity lies.
• Owning and maintaining a prioritised testing roadmap so that the most impactful work is always moving forward.
• Running A/B and multivariate tests using our existing toolset and helping us make the case for any additional tooling investment where it is needed.
• Turning data from GA4, Hotjar and session recordings into clear, actionable insight that the wider team can act on. Synthesising behavioural analytics, customer research, Voice of Customer data and qualitative feedback into actionable optimisation opportunities.
• Working closely with the E-commerce Manager on the day-to-day commercial picture, making sure live tests and trading priorities work together rather than against each other.
• Collaborating with the Digital Insights and Dev Manager to make sure the right development resource is in place to support test builds and site improvements.
• Partnering with the CRM and Loyalty team to improve the post-click experience, so that customers arriving from email or campaigns land somewhere that converts well and feels on-brand.
• Bringing the customer's perspective into team conversations, sharing what the data is telling us about behaviour in a way that influences both commercial and creative thinking.
• Developing and embedding an experimentation framework that encourages evidence-based decision making across Digital and E-commerce.
• Identifying opportunities for personalisation and audience-specific experiences where supported by data.
• Championing accessibility and inclusive design principles alongside optimisation initiatives.
• Acting as the subject matter expert for CRO and experimentation across the business.
What you will be accountable for:
• Conversion rate performance across our key on-site metrics, including CVR, add-to-cart rate, checkout completion and bounce rate.
• Keeping a healthy and consistent testing cadence with a good pipeline always in place.
• The quality and integrity of how we test, including sound methodology, clean segmentation and objective interpretation of results, including recognising when a test has not produced a statistically or commercially meaningful outcome.
• Regular reporting to stakeholders on what is live, what we have learned and what is coming next.
• Making sure every test and recommendation sits within the standards we hold for the Nadine Merabi brand visually, tonally and experientially.
• Responsible for improving: Conversion Rate, Revenue per Visitor (RPV), Average Order Value where appropriate, Checkout Completion, Add-to-Bag, Engagement, Experiment Win Rate (carefully) and Learning velocity.
SKILLS & EXPERIENCE
Essential:
• Proven experience in a CRO, UX or digital optimisation role, ideally within fashion, luxury or premium e-commerce.
• Practical experience running A/B and multivariate tests from start to finish, with results you can talk to clearly.
• Experience using web analytics, behavioural insight and experimentation platforms (for example GA4, Hotjar, VWO, Optimizely, AB Tasty or similar).
• Able to conduct and communicate UX audits well, identifying where the customer journey breaks down and proposing practical, evidence-based improvements.
• Commercially minded and comfortable reading conversion funnels, able to design statistically robust experiments and interpret results confidently, recognising both statistical and commercial significance.
• A strong communicator who can work well with developers, present to senior stakeholders and bring people along without needing direct authority.
• A genuine feel for luxury customer behaviour and an instinct for what makes a test feel right for a premium brand context.
Nice to have:
• Experience working with Shopify or Shopify Plus.
• Some familiarity with loyalty or retention programmes and how the post-purchase experience shapes repeat buying behaviour.
• Experience working with CRM teams on email-to-site journeys.
• Experience managing or supporting junior team members.
SUCCESS IN THIS ROLE LOOKS LIKE
-A prioritised experimentation roadmap operating continuously.
-Clear insight informing trading and site development.
-An embedded testing culture across Digital.
-Measurable improvements in key conversion metrics.
-Improved customer journeys without compromising the premium brand experience.
