Head of D2C Onsite and Experience Loyalty

Position: Head of D2C Onsite Experience & Loyalty

Location: Chertsey

Salary: On Application

Duration: Ongoing

Hours: Monday-Friday, 9am-5:30pm

Overview of a Head of D2C Onsite Experience & Loyalty

As Head of D2C Onsite Experience & Loyalty, you will lead the strategy and delivery of a premium, seamless, and personalised customer journey across a European Direct-to-Consumer platform. This role sits at the heart of D2C growth, driving conversion, customer satisfaction, and long-term loyalty through data-driven onsite optimisation and innovative customer engagement initiatives.

Responsibilities of a Head of D2C Onsite Experience & Loyalty

• Lead the Conversion Rate Optimisation (CRO) Centre of Excellence, owning the testing roadmap and driving continuous onsite UX improvements.
• Define and execute onsite experience and personalisation strategies to improve conversion, engagement, and customer trust.
• Oversee A/B testing, behavioural analysis, and performance reporting across the D2C platform, sharing insights with senior stakeholders.
• Lead stakeholder and agency management across European markets, ensuring delivery against SLAs, KPIs, and quality standards.
• Own and develop the Rewards loyalty programme, driving retention, repeat purchase, and customer lifetime value.
• Lead customer reviews, ratings, and UGC strategies to enhance brand perception, support product launches, and drive conversion.

Key competencies of a Head of D2C Onsite Experience & Loyalty

• Proven experience in D2C or e-commerce onsite experience management, including leadership-level CRO and UX optimisation.
• Strong analytical capability with experience using tools such as Adobe Target, Content Square, or similar A/B testing and optimisation platforms.
• Demonstrated ability to lead cross-functional teams and manage complex stakeholder relationships across multiple European markets.
• Strategic mindset with a track record of delivering measurable commercial and customer experience improvements.
• Excellent communication, presentation, and project management skills, with the ability to remain structured and calm in a fast-paced, global environment.

Benefits:

• Generous holiday entitlement, plus additional birthday leave and bank holidays.
• Staff sales discount, Reward Plus shopping discount, and volunteering days.
• Government pension auto-enrolment and pension contribution from 12 weeks.
• Subsidized staff restaurant, onsite parking, and free shuttle bus service (from Weybridge & Woking Station)

Due to the large volume of applications we receive for each position we will only be able to respond to applications received with the relevant skills. Should you not hear from us within a week, unfortunately on this occasion your application has been unsuccessful.

March Recruitment is an equal opportunities employer and complies with all relevant UK legislation. Please note that by applying for this vacancy you accept March Recruitment’s Privacy Policy and GDPR Policy which can be found on our website and therefore give us consent to contact you.

Consultant – Charlie Shepherd