E-Commerce Optimization & Personalisation Manager

Contract Type: Fixed-Term Contract — Maternity Cover
Location: Esplanade de La Défense, Paris (Hybrid)
Department: E-Commerce — Western Europe
Reporting To: E-Commerce Director, Western Europe
The Opportunity
We are looking for an experienced, autonomous and collaborative manager to lead the Western Europe Optimization & Personalisation team during a maternity cover. The role combines strategic leadership, people management and hands-on delivery across experimentation, conversion rate optimization, personalisation and digital innovation.
A central part of the assignment will be to bring greater clarity and consistency to how the team operates. The successful candidate will formalise the team's ways of working, clarify ownership and decision rights, and establish effective collaboration with D2C and Analytics teams so that insights move faster from opportunity identification to implementation and measurable impact.
What Success Looks Like
Clear roles, responsibilities and decision rights within the Optimization & Personalisation team. A documented and adopted way of working with D2C and Analytics Ecom teams, including intake, prioritisation, delivery, measurement and knowledge sharing. A transparent, insight-led roadmap balancing quick wins, strategic initiatives and operational needs. High-quality experimentation and personalisation initiatives with clear hypotheses, robust measurement and actionable recommendations. Stronger stakeholder alignment, faster hand-offs and greater visibility of progress, results and next steps.
Your responsibilities
1. Optimization and experimentation strategy
Own and drive the Western Europe experimentation and CRO roadmap across France, Spain and Portugal.
Identify customer journey friction points and growth opportunities using web analytics, qualitative insight, customer feedback and business priorities.
Translate opportunities into clear hypotheses and prioritised business cases, balancing impact, effort, speed and strategic value.
Lead the end-to-end testing lifecycle, from ideation and design through implementation, QA, monitoring, analysis validation, recommendations and scaling.
Ensure appropriate experimentation standards and statistical rigour are applied consistently.
Drive personalisation opportunities across content, product recommendations, segmentation and customer journeys.
Partner with D2C teams on Salesforce merchandising, campaign launch optimization, data capture and basket abandonment opportunities.
Support the growth and optimization of My Pandora across e-commerce, identifying opportunities to improve member acquisition, engagement, retention and customer lifetime value.
Measure business impact and convert learnings into scalable recommendations.
2. FONC, Stakeholder management and communication
Act as the Western Europe point of contact for optimization and personalisation, connecting local D2C, Analytics and cluster priorities with Global CRO, Digital Experience and Product teams.
Champion Western Europe priorities with global stakeholders and ensure local market needs are represented in decision-making.
Share learnings and best practices to strengthen overall programme quality.
Report clearly to senior stakeholders on roadmap progress, decisions, risks, test results and business impact.
3. Digital innovation and Voice of Consumers
Identify and lead relevant AI-driven solutions and digital innovations that improve customer experience, personalisation, operational efficiency or commercial performance.
Build clear use cases, success measures and adoption plans, ensuring initiatives remain connected to business and customer needs.
Leverage consumer reviews and NPS insights captured through Medallia or Yotpo and share key learnings across teams.
4. Operating model and Team leadership
Assess the current operating model and identify gaps, overlaps, unclear ownership and recurring friction points.
Design, document and embed the team's ways of working, including role clarity, decision rights, governance, meeting cadences, escalation paths and documentation standards.
Define a practical collaboration model with D2C and Analytics teams covering insight generation, opportunity intake, prioritisation, briefing, implementation, QA, performance measurement and post-launch learning.
Create and maintain simple tools that make the model actionable, such as a RACI, intake brief, prioritisation framework, roadmap view, test card, results template and decision log.
Facilitate adoption through onboarding, workshops and regular retrospectives, then improve the model based on team feedback and business needs.
Manage, coach and develop the CRO Specialist, setting clear priorities, objectives and expectations.
Who you are
Minimum 8 years of experience in e-commerce optimization, CRO, perso