Supervisor, Conversion Rate Optimization

Supervisor, Conversion Rate Optimization

Horizon Commerce is a full-service Commerce agency that builds brands, performance programs, and shopping experiences to enable businesses in accelerating commerce sales growth.

We opened our virtual doors in February of 2020, born in the midst of a transformation in Retail and eCommerce that has shaped and sharpened our capabilities and approach, and have been partnering with leading brands to fuel commerce ever since.

We were founded on the understanding that brands looking to succeed in today's rapidly evolving commerce landscape need a new breed of "digitally native" partner that truly understands how to win in the new digital aisle. Created with this focus and as an integral part of Horizon Media, the largest independent media agency in the U.S., we break down the silos between media and shopping experiences to help optimize the full modern consumer path to purchase, from discovery through conversion.

At Horizon Commerce, we understand the value that different experiences, skills and perspectives can bring to both our team and our clients, so we strive for an environment where our employees feel welcomed, supported and empowered. Our simple recipe for team success is to hire talented people (thinkers, doers, dreamers, makers) challenge them and give them every opportunity to grow.

The Supervisor, Conversion Rate Optimization, reports into Horizon Commerce's VP, Experience Analytics & Optimization, and is responsible for successful execution of client conversion rate optimization (CRO), landing page optimization (LPO) and other digital experience optimization programs. In this role, they will provide day-to-day support of client engagements, scale testing programs, envision new solutions, and lend ad hoc support of business development efforts.

Our Experience Analytics & Optimization team works collaboratively within the Digital Experience group which includes teams like Consulting, CXM, Web Development, and Performance Creative to identify, launch, analyze and iterate on testable digital experience improvements using granular data, leading technologies, and a proven growth framework. We're experts in all things CRO, LPO, A/B testing, personalization, web / app analytics, business intelligence, and much more. We're also building for the future with agentic experiences and new technology-driven solutions that improve digital commerce and customer experience outcomes.

The Supervisor ensures that our clients' business, marketing and commerce goals are being met through effective experience optimization as well as innovating on programs with new approaches, processes, and services.

Proven knowledge of experience optimization, with the ability to think strategically on behalf of a brand, will be critical to success in the role. The right candidate will be passionate about operating in a fast-paced environment, building collaborative relationships, delivering client results, contributing to the growth of services revenue within the department, and helping iterate on the offering within the Experience Optimization umbrella. The right person for the role is excited about the future of digital commerce and customer experiences, bringing an energetic, go-getter attitude to everything they do.

What You'll Do

• Collaborate with team members to identify client needs, define deliverables and develop a delivery plan to ensure the experience optimization engagement is a success
• Responsible for timely delivery of client-specific CRO related engagements at the expected quality of deliverables
• Communicate any engagement needs and status with internal teams or client (e.g., status reports, escalations) and lead the presentation of experience optimization deliverables to the client for review and approval
• Competently use Jira, Monday Microsoft Teams, Excel, PowerPoint and other tools as required
• Analyze the client's owned media and digital experiences e.g. website, landing pages, mobile app, emails, etc. versus 1) best practices 2) competitor practices 3) data-driven insights 4) provisioned customer research 5) past test results and similar input to help evaluate effectiveness of the individual channels
• Identify and prioritize opportunities to improve conversion and other business goals, using proven business techniques to define opportunity size and prioritization
• Use information available on best practices, competitors, benchmarks and customer needs and trends in the market to support the above, providing direction to more junior team members in gathering this information and/or conducting research as needed
• Determine and describe gaps and requirements to execute opportunities to improve conversion (or other business goals), working with cross-functional team as needed to identify needs (e.g., platforms, content)
• Develop and communicate recommendations for the client (in PowerPoint or Word)
• Develop roadmap for execution of solutions over a period of time, based on identified requirements
• Contribute to meetings as needed with client teams, partners and other vendors to gather information and/or collaborate on defining and planning solutions
• Use necessary platforms, such as A/B testing platforms and personalization tools, to support delivery of the solutions above with support from more senior team members where applicable; learning new platforms or platform capabilities where needed
• Support the effective delivery of any optimized experience creative work needed for the digital channels in scope, in collaboration with the creative team, account team, vendors and client
• Assess, and work with the Analytics group where applicable, on all analytics and reporting to measure the impact of delivered solutions over time and to identify opportunities for further improvements and optimization
• Help identify, troubleshoot or escalate as needed any issues that emerge during the engagement to ensure effective delivery

5% - Experience Optimization Operations

• Establish yourself as CRO expert and valued partner with clients, as well as with internal Horizon teams, across multiple levels of seniority and different functions (media, content, technology, etc.)
• Support SME teams within Digital Experience on building out strategy and execution capabilities for our division, including proprietary tools, AI agents, methodologies, and processes for Horizon Commerce to leverage within direct and expanded Horizon Media Holdings clients
• Contribute to the definition and development of new Experience Optimization delivery capabilities both within the context of client engagements and as separate growth efforts
• Contribute to establishing and building relationships or partnerships with relevant external eCommerce service partners
• Support Horizon Commerce's evolving vision as a business through contribution to developing new offerings, processes, collateral, etc.
• Support knowledge creation and knowledge management to support development of Horizon Commerce's delivery capabilities
• Participate in team meetings, events and initiatives that foster internal communication, collaboration, and culture
• Demonstrate thought leadership by supporting the development of branded content and intellectual property, e.g. white papers, POVs, reports and presentations
• Professionally mentor and develop junior team members, including direct reports if applicable, to reach their career growth goals
• Actively seek knowledge expansion on new processes and tools

5% - New Business

• Contribute as an SME in business development opportunities for net new clients to understand client needs and define potential solutions
• Help develop pitch presentations or proposals, and contribute to the definition of deliverable
• Create collateral to continue improving upon and converting more Experience Optimization opportunities
• Collaborate with Horizon Media teams to provide deliverables for broader agency pitches, when needed

Preferred Skills & Experience

• 3-5 years experience in experience optimization including CRO and LPO, ideally agency-side
• Hands-on expertise working within one or more of the following optimization & testing tools is required: Adobe Target, Optimizely, VWO
• Experience working across verticals, with eCommerce a plus
• Experience within a mid-sized or larger Agency or Consultancy is a plus
• Excels with using data and analytics to generate data-driven insights that inform approaches; must have competency in manipulating and analyzing business data in platforms like Excel and Google Analytics or similar Analytics tools
• Expert in all things eCommerce and Digital Marketing technology, e.g., all things optimization, personalization, HTML, data feeds, tagging, tracking, content management systems, etc. work to be able to participate in related discussions
• Excellent internal collaborator, ideally in a matrixed or other cross-functional team set-up
• Strong communication and presentation skills
• Comfortable in a fast-moving environment: hard working, resourceful, flexible, resilient, positive, comfortable with imperfect information, uncertainty and rapid change

Certificates, Licenses and Registrations Certification and/or experience additionally with eCommerce platforms, marketplaces, and analytics solutions highly desirable and may be expected on training agenda

Physical Activity and Work Environment

No requirements for physical activity and work environment.

The statements herein are intended to describe the general