Job Specifications
The Role
We’re looking for a strategic and insight‑driven Senior Ecommerce Customer Experience Manager to lead a high performing team, responsible for the end‑to‑end optimisation of our Arsenal Direct ecommerce store across desktop and mobile.
In this pivotal role, you will define and deliver our on‑site optimisation and CRO strategy, using experimentation, behavioural insights, and technology prioritisation to deliver measurable business impact.
Working closely with Commercial and Technology teams, you’ll provide expert guidance on customer experience quality and performance, balancing supporter expectations with commercial outcomes to power the growth of our ecommerce platforms.
Who We Are
We are one of the most famous clubs in world football, with a rich heritage and history of success – read more about our history, here.
Beyond that, we are passionate about our local community and, behind the scenes, we have a wide variety of opportunities and career paths for all. We have a very defined purpose: to act for a winning team, culture and community. We achieve this by ensuring we are courageous in the pursuit of progress, we champion our community and each other, and that we do the right thing (even when no one is looking).
Our Commitment to Safeguarding
We are committed to ensuring that our environments for children, young people and adults at risk remain safe and inclusive. We therefore require successful candidates to complete a DBS check and other essential background checks prior to starting their employment. Depending on the responsibilities of the role, a DBS will be either a basic, standard, or enhanced check.
Your day-to-day
Own the optimisation and CRO roadmap - you will manage experimentation programmes including A/B and multivariate testing
Lead a high‑performing team - you’ll coach and develop a customer experience and optimisation team with clear goals and growth plans
Define hypotheses and success metrics - you will set clear learning agendas that drive measurable conversion and revenue improvements
Guide on-site customer experience strategy - you’ll identify friction points and shape the end‑to‑end supporter experience across all devices
Translate data into action - you will use behavioural and performance insights to prioritise impactful optimisation initiatives
Partner cross‑functionally - you’ll collaborate with Trading, Data, Product and Technology teams to integrate customer experience and CRO into delivery
Drive commercial outcomes - you will ensure all optimisation activity supports revenue growth and key business KPIs
Shape the technology roadmap - you’ll influence prioritisation decisions and advocate future‑facing customer experience capabilities
What We Are Looking For
Extensive understanding of ecommerce customer experience - you hold extensive experience in ecommerce customer experience as both an individual contributor and an accomplished team leader
Exceptional people leadership skills - you have a proven ability to develop, lead and inspire high‑performing teams
Outstanding customer experience and CRO expertise - you’re confident with optimisation tools and A/B testing platforms (Monetate, ContentSquare preferred)
Platform and technology understanding - you’re familiar with key ecommerce technologies, with ERP experience desirable
Commercially minded decision‑maker - you balance supporter experience with conversion and revenue outcomes, ensuring all activities align with business objectives
Highly collaborative - you're comfortable working cross-functionally with a wide range of internal and external teams
Data‑driven communicator - you are skilled in translating complex data into clear, compelling insights and recommendations for stakeholders
Proactive problem‑solver - you thrive in fast‑paced environments, taking ownership and driving initiatives end‑to‑end
Why choose us
At Arsenal, we want everyone to feel a sense of trust and belonging, so we are proud of both our club values and also what we offer to our employees. As one of our Gunners, you will receive:
An exciting reward and recognition scheme
Generous holiday allowance which increases with your length of service
Great internal learning and development programmes
A flexible hybrid working model
Priority access to apply for match tickets
A competitive health and wellbeing benefits package
A leading Employee Assistance Programme
Great discounts with some of our Partners
An opportunity to play a vital role in delivering our ED&I strategy by joining one of our Employee Networks
Discover why ‘Our Gunners’ are proud to be part of our team - view their stories here.
Arsenal for Everyone
Arsenal for Everyone is our commitment to promoting and embracing equality, diversity and inclusion, so that everyone connected to the club feels like they belong to the same Arsenal family. We believe that diversity of background, skills and experience drives our success on and off the pitch.
Disability Confident Leader
About the Company
Arsenal Football Club exists to make our fans proud, wherever they are in the world and however they choose to follow us.
That pride is driven by success on the pitch. This means winning trophies. It also comes through our style of play, our focus on developing youth talent, our magnificent stadium, our broader contribution in the community and our self-financing approach.
Everyone who works for Arsenal Football Club understands that we will fulfil our goal of making fans proud by being together, always moving forwar...
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