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E-Commerce Analytics & Optimisation Executive
Highbury House
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Description

DEPARTMENT DESCRIPTION

Arsenal Retail is made up of five different areas:

E-commerce (responsible for Online sales within the UK & Globally)

Stores (The Armoury Flagship store, plus 2 others and match day outlets)

Global Licensing (Licensing the right to use the Arsenal brand on products globally)

Stadium Tours (Circa 200,000 Stadium visitors, business viewed as a tourist attraction)

Buying & Merchandising (whom source the majority of the products we sell Online & In Store)

Arsenal is one of the largest football clubs in the world by revenue derived from broadcast, ticket and hospitality and commercial sources. The Arsenal brand has incredible strength led by Arsenal Media Group (AMG) a 30 strong team based building reach and engagement with our fans with 37.8m Facebook followers, 14.2m on Twitter and over 2m Arsenal digital members. The club has also made a significant investment in a leading CRM system to drive incremental revenue through customer insight.

Retail has recently replaced all head office, warehouse and stores systems to provide a strong platform for the business over the next 5 years. E-commerce has also recently upgraded to the Hybris platform, this launch provides the basis for future development and growth. Alongside this, new A/B testing, payment and delivery systems have been put into place to provide a world-class technology infrastructure to support the e-commerce team.

Additionally, the club is expanding the size and capabilities of the e-commerce team to maximise growth opportunities in the medium term. Ultimately the objective is to develop the best e-commerce business in world football.

JOB PURPOSE

Support the growth of the Arsenal Direct business by providing relevant, timely reporting and insights. The role will be required to monitor performance against our core E Commerce metrics, generating insight driven recommendations to address any gaps to target, or areas of customer struggle.

Outside of regular reporting the role will look to provide further insight through ad-hoc reporting into trends and insights on the site. The role will also play a key role in managing the testing and optimisation tools on the website.

KEY RESPONSIBILITIES

  • Reporting
  • Management and running of weekly and monthly reporting including:

Sales dashboard

Operational dashboard

Marketing dashboard

Specific country reports (e.g. USA and Australian markets)

Customer Journey insights such as funnel analysis

  • Collaborating with AMG and the CRM Team to produce holistic analysis on the effectiveness of our marketing activities across the different channels.
  • Devise/Agree attribution methodology to ensure we can accurately attribute sales to the right channel, across our customer touchpoints
  • Monitoring fraud and payment reporting and flagging any issues
  • Developing reporting suite to monitor site performance and highlight any problems
  • A/B Testing and Optimisation
  • Working with the rest of the e-commerce team to define our testing roadmap
  • Reporting on performance of testing campaigns
  • Management of testing backlog and roadmap
  • Using industry knowledge and on-site behaviour to generate new tests
  • Insights
  • Utilising reporting results and trend to propose new growth opportunities for e-commerce
  • Looking at international markets for opportunities
  • Defining metrics/KPIs to report on sales and service of e-commerce business
  • Data Set-up and Structure
  • Managing Google Analytics and Google Tag Manager accounts
  • Ensure all relevant areas of the website are tracked correctly
  • Working with B&M team on cross channel reporting and development of reporting tools, including providing trading forecasts for use within our budgeting process
  • Advising on new e-commerce tools to better understand customer behaviour

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Education/Qualifications/Training:

  • Educated to Degree standard or equivalent.

Specific Experience:

  • Demonstrable experience in a reporting/analytics role
  • Google Analytics experience is essential
  • Google Tag Manager and development skills, while not essential, are preferred
  • Knowledge in SQL, HTML and Javascript preferable
  • An understanding of performance marketing channels
  • Ability to work well with internal departments & manage 3rd parties effectively
  • Strong familiarity with e-commerce, retail head office and warehouse systems and operations

Abilities/Skills/Knowledge:

  • Strong written and verbal communication skills required, particularly presenting to others
  • Proactive approach to workload with the ability to work on own initiative but also within a team
  • Excellent organisational skills
  • Ability to manage their own workload and prioritise accordingly

Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Closing Date: 22/04/2019

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