Group E-commerce Customer Journey Manager

3 days ago

Belgrade, Central Serbia Sport Vision Group Full time 30,000 - 60,000 per year

Sport Vision
is the leader of sports retail in the Balkans. We operate in 13 countries, have more than 600 stores across the region, and have over 6000 employees. Our headquarters is in Belgrade, Serbia. We are a strategic partner with leading sports brands such as Nike, Adidas, North Face, Asics, Columbia, Salomon, Under Armour, and others, and a key account for more than 50 sports brands.

If you are motivated to work in an international environment and be a part of a successful team, apply for the
Group E-commerce Customer Journey Manager
position.

About the Role:

We are looking for an E-commerce customer journey manager to own and optimise the digital experience for our e-commerce customers, from first visit to purchase and beyond. You will analyse user behaviour, identify friction across all online touchpoints, define hypotheses for improvement, run experimentation (A/B & multivariate), implement changes in collaboration with Product/UX/IT, and measure impact on key funnel metrics (conversion, drop-offs, cart abandonment).

Job Description:

  • Map and analyse the end-to-end customer journey to uncover drop-offs and friction points
  • Develop and maintain a journey-optimisation roadmap aligned with Group strategy and cluster needs
  • Plan, execute and evaluate A/B and multivariate tests to validate improvements
  • Collaborate with UX, Product, Analytics and IT teams to implement approved changes
  • Monitor key funnel KPIs such as conversion rate, bounce rate, cart abandonment, exit rate
  • Interpret quantitative and qualitative data using tools like GA4, Hotjar and session replay platforms
  • Share insights, test results and optimisation playbooks with cluster and local markets
  • Support eCommerce and Marketing teams with actionable recommendations for landing pages, product pages, checkout and onboarding flows
  • Continuously research best practices and competitive trends to generate new optimisation ideas
  • Ensure all journey-optimisation efforts align with broader business and customer-experience objectives

We will have the perfect match if you have:

  • Experience in e-commerce, CRO, UX optimisation or digital product roles
  • Strong analytical skills and the ability to interpret quantitative and qualitative data
  • Hands-on experience with A/B and multivariate testing
  • Working knowledge of GA4, Hotjar and session replay tools
  • Structured, hypothesis-driven approach to problem solving
  • Curiosity, proactivity and high ownership
  • Excellent collaboration and communication skills across cross-functional teams
  • Ability to translate insights into clear, actionable recommendations

Please note that only shortlisted candidates will be contacted.

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