Job Title: CRO Manager (Conversion Rate Optimisation) Department: Ecommerce Reports to: Head of Ecommerce Direct Reports: None Interfaces with: UX, Board members, Software Delivery team, Digital Marketing, Brand & CRM teams, Commercial team, Sales Centre Working Hours: 37.5 hours, Monday – Friday. Hybrid working pattern, with weekly office days required. Contract Type: Full Time, Permanent Salary: £50k - £60k, depending on experience In a Nutshell: • Make an impact by shaping CRO programmes that drive real results and customer experiences. • Use your expertise with A/B testing, GA4, and behavioural insights to influence big decisions. • Grow with us in a fast-paced, collaborative environment where your ideas and ownership matter. About Us: At Neilson Active Holidays, we do things differently. We’re not just about beautiful beaches or mountain air - we’re here to create good energy. Whether it’s windsurfing in Greece, skiing in the Alps, or relaxing by the pool after a morning yoga session, we create holidays that are as active or laid-back as our guests want them to be. With over 40 years of experience, we’re proud to be the UK’s leading active holiday company. Our passionate team, both overseas and at our Head Office, plays a vital role in delivering exceptional experiences for thousands of guests each year. Working at Neilson means being part of a dynamic, energetic team that thrives on teamwork, adventure, and creating memories. If you’re enthusiastic, driven, and love the idea of combining your career with a company that lives and breathes good energy, we’d love to hear from you. About You: You are a highly organised and motivated professional with strong analytical, numerical, and communication skills. Comfortable working in a fast-paced, commercial environment, you manage multiple projects with accuracy and attention to detail while keeping results at the forefront. With at least three years’ experience running performance-driven CRO programmes, you are confident using A/B testing tools (e.g. Symplify, VWO, Optimizely, AB Tasty), Google Analytics (GA4), heatmap and behavioural analysis platforms such as Contentsquare, and Excel. You can present test briefs and results clearly to stakeholders at all levels, promoting ideas persuasively and backing them with data. Experience with Jira, Google Tag Manager, personalisation platforms such as Monetate, and an awareness of online marketing channels would be an advantage, as would knowledge of the travel and tourism sector. Above all, you are proactive, ambitious, and ready to take ownership of delivering measurable results. Role Overview: The CRO Manager will be responsible for developing, executing, and continuously optimising conversion rates and customer experience across all devices. Through a structured roadmap of A/B and multivariate testing, customer research, and behavioural analysis, this role will focus on improving the online booking journey, driving incremental conversion gains, and enhancing the overall customer experience. Working closely with the Head of Ecommerce, product managers, and UX teams, the CRO Manager will ensure that insights from testing and customer behaviour directly inform product development, design, and business decisions. This is a highly collaborative role that sits at the intersection of data, design, and customer experience. What You’ll Be Doing • Develop and implement a constantly evolving CRO programme of multivariate and A/B tests to deliver incremental conversion improvements across the site • Own and communicate conversion and behavioural insight to senior stakeholders from constant analysis of the online booking funnel • Work closely with the Head of Ecommerce, feeding insight from tests and research to inform decisions on product roadmap prioritisation • Align the testing roadmap with consumer needs & market trends, as well as travel-specific booking cycles, seasonal campaigns and business needs • Identify behavioural trends and insight through constant analysis of user recordings, heatmaps etc. • Customer research – own the voice of the customer by conducting interviews and initiating feedback via polls, widgets and questionnaires and closely monitoring user behaviour using various tracking tools • Conduct regular market research and competitor analysis to ensure all proposed tests are in line with latest online behaviours and trends • Work with UX Designer on a user testing process to validate prototypes, designs and developments • Work closely with product managers to develop user stories to brief the UX designer and developers. • Produce clear briefs with UX designer and developers, owning and refining CRO process where necessary • Work closely with UX designer to ensure the look and feel of testing adheres to brand guidelines Skills & Experience: You’ll be great at this if you have… • At least three years’ experience running a performance-driven CRO programme for an ecommerce site • The ability to display drive, ambition and ownership of workload • Confidence at promoting ideas to senior leadership and bringing them on board; able to stand behind beliefs and data • Top organisation and highly motivated with a transparent approach to handling multiple projects • The ability to work in a fast-paced, results-driven commercial environment • A proven ability to work quickly and efficiently with accuracy and attention to detail • Strong communication skills and team player with good interpersonal skills • Strong numerical, commercial and analytical skills • Able to work to clear targets and deadlines • Substantial experience with a recognised A/B testing tool e.g. Symplify, VWO, Optimizely, AB Tasty • Strong experience in Google Analytics (esp. GA4), heatmap and behavioural analysis tools such as Contentsquare • Experience with software development roadmap tools such as Jira • Excellent working knowledge of Excel • Excellent presentation skills to communicate test briefs and results to a range of different stakeholders It’d be a bonus if you… • Familiarity with Google Tag Manager and data layers • Good level of front-end website code familiarity (e.g. Chrome Dev Tools, data layers, events) • Familiar with personalisation platforms e.g. Monetate • Awareness of online marketing channels • Experience in the travel & tourism sector • Interest/passion for the activities aligned with the Neilson brand • Ideally are a graduate, or have relevant digital qualifications or accreditations, such as Google Analytics. What's in it for you: • 25 days holiday + bank holidays.  Option to purchase 5 days holiday as extra. • Auto enrolment into Scottish Widows pension scheme (Employer 4%, employee 5%). • Life Assurance x 2 salary. • Additional partner discounts (OOSC, Osprey, Trek, Snow Centre, Temple Spa etc). • Modern, friendly, casual, upbeat office atmosphere. • Free on-site gym & shower facilities. • Free parking within a 10-minute walk from the office. • Office secure bike storage. • Great office location in Brighton Marina. • Highly preferential holiday deals • Hybrid working pattern • Office kitchen/bar – Coffee & tea making facilities. • Office pool table & darts board. • Team socials and events. • Daily fruit basket. • Free drinks fridge & snacks. • Cycle to work & Tech scheme (salary sacrifice). We reserve to close this vacancy before the closing date if a suitable candidate is found.