Website & CRO Manager

About us

Family Tickets is looking for a Website & CRO manager to manage and optimise its websites: nightgardenlive.com, bingliveshow.com and familytickets.com.

Family Tickets’ mission is to offer the easiest and most caring service to help UK families plan, book and share amazing days together. It’s grown from our 8 years’ experience marketing and selling almost 1 million tickets to one of the UK’s biggest family events, In the Night Garden Live.

2018 is an exciting year for us as we launch our service and develop a new website and online community for our customers.

About the job

As Website & CRO manager you will perform a vital role developing and optimising our websites. You’ll be a key member of our marketing team creating amazing experiences for our users and making it easier for them to buy tickets. You will be responsible for managing and developing our three ticketing websites nightgardenlive.com, bingliveshow.com and familytickets.com. We are currently developing a new platform for familytickets.com which is due to launch later this year.

We undertake continuous development and maintenance of our websites and ticketing paths to optimise conversion rates, alongside more intensive periods of development as needed. We develop content-led lead generation projects on different platforms that need to integrate with various third party systems (including Facebook, our ticketing system, our email marketing software, and our fulfilment house). You’ll manage these projects and take the lead on quality assurance and testing, co-ordinating developers as they integrate with the third party APIs in order to meet our commercial objectives. You’ll also play a key role in reporting, analysis and managing CRO projects, using your understanding of user behaviour and user needs to make CRO recommendations and implement UX optimisation. We’re a small friendly team, so you’ll be able to stretch your wings into areas that interest you.

Salary
:              £30-38k depending on experience

Reports to:      Marketing Manager

Location
:         London, SE1

Contract:         Permanent, full-time contract, flexible working by negotiation.

Hours:             37.5 per week, Monday to Friday, 9:30am to 6:00pm with a one-hour unpaid lunch break. Occasionally some evening and weekend work may be required.

Notice:             2 months notice period (after 3 months probation).

Pension:          Family Tickets Ltd operates a workplace pension scheme with the People’s Pension.

About You

You’ll have at least one year’s experience managing a successful ecommerce website,  managing web developers to deadlines, and be experienced in using data analysis and user insight to improve results.

Essential Skills & Experience

  • At least 1 year’s experience in a similar role, managing a ticketing or ecommerce website.
  • Experience of project management, managing multiple internal and external stakeholders to deliver successful projects to hard deadlines.
  • Skilled at getting the best out of freelance developers and third party suppliers.
  • Highly numerate and proficient in Excel.
  • Advanced knowledge of Google Analytics, including creating custom reports and dashboards.
  • Able to interpret click data and trend analysis and turn it into actionable insight.
  • Experience of making CRO recommendations and implementing UX optimisation to improve conversion rates.
  • Understanding of different web technologies and the ability to pick up new ones.
  • Have a high degree of accuracy with excellent attention to detail and time management skills.
  • Experience of managing websites with API integrations to 3rd party systems.
  • Experience renewing and managing domains, SSL certificates, zone files.

Desirable Skills & Experience

  • Familiarity with coding, HTML and CSS.
  • Experience of successfully using specific tools such as Hotjar, Google Optimize and Optimizely to improve user experience and improve conversion rates.
  • Experience of event or theatre ticketing.
  • Experience of product testing and QA
  • Experience of implementing conversion tracking using Google Tag Manager for Google Analytics, Adwords and Facebook.
  • Experience managing load testing with developers using tools such as Flood or Locust.

The ideal candidate will also:

  • Show strong customer focus and commitment to making our customers’ lives easier.
  • Be flexible and willing to help. We’re a small, friendly team launching a new service, so you’ll need to have a ‘can do’ attitude and be ready to take on new challenges as they arise.
  • Deliver continuous improvement. You will always be looking for ways to improve our service. You act on customer feedback to make online experiences better day by day and year by year.

Detailed job description

Key objectives

  • Managing our web developers to develop, maintain and improve our websites.
  • Project managing major web projects with ambitious targets and hard deadlines for lead acquisition, presales, on-sales, and new website builds.
  • Monitoring and increasing conversion rates by continually improving our customers’ online experience.

Development projects

  • Define and specify ongoing and ad hoc development projects to meet commercial objectives
  • Project manage development process, co-ordinating third parties (developers and platforms) 
in delivery of projects
  • Undertake product testing and quality assurance on projects

Website operations

  • Maintain and improve system status reporting ensuring as little downtime as possible.
  • Be responsible for the maintenance of corporate website minorentertainment.com plus other company websites as required.
  • Support the marketing manager maintaining and updating the websites
  • Work with our Audience Services Manager to maintain ticketing systems and functional API integration on our websites.

Data Analysis & Reporting

  • Use Google Analytics to monitor web traffic, including conversions, events, referrals, user behaviour, ecommerce and goal completions.
  • Review and report on website analytics to optimise site visits, conversion and online behaviour/experience.
  • Monitor and maintain accurate conversion tracking across Google Analytics, Adwords and Facebook.
  • Ensure that daily/weekly sales and marketing reports are completed and distributed, automating as much as possible

Conversion Rate Optimisation

  • Develop a deep understanding of our user groups and their needs, using surveys, polls and in-person user tests as required.
  • Research and make CRO recommendations that will have the biggest impact on income and conversion rate.
  • Create UX and wireframes to design amazing experiences for our websites and apps, working with our in-house designer and external agencies as required.
  • Deliver CRO projects across multiple online products, using Google Analytics, Hotjar, Google Experiments and other platforms.
  • Implement A/B and MVT tests to get statistically significant results.
  • Manage and work with external suppliers, partners and agencies as required.

General Admin

  • Raise purchase orders and help manage budgets and keep up to date with admin.

How to Apply

Please send your CV and cover letter to webmanager@minorentertainment.com. Deadline for applications is 10am Monday 12th March.