Senior Manager, Conversion Optimization

Why PlayStation?

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, acclaimed PlayStation software titles from PlayStation Studios, and more.

PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.

The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Group Corporation.

Role overview:

As the Senior Manager, Conversion Optimization you will be part of the PlayStation Store team responsible for showcasing the incredible range of gameplay experiences on the PlayStation Store to over 100 million loyal gamers. Your mission will be to enhance the player experience across the Store, helping players to find their perfect next game, dive higher conversion rates and deliver incremental revenues.  

You will leverage your deep expertise in digital, to develop a deep understanding of player behaviour, identifying actionable insights that fuel commercial growth. Your analytical skills and creative thinking will help you pinpoint conversion bottlenecks and opportunities, improving both short-term Store trading and long-term trends. 

You will monitor and optimize priority journeys across omnichannel touchpoints, including console, app, and web storefronts. By identifying market-level opportunities, you will support teams in enhancing player engagement and conversion through highly relevant experiences. Your hands-on approach will involve systematically developing hypotheses to test and optimize performance, setting up and executing tests with well-defined goals and KPIs to drive commercial growth. With a growth mindset, you will foster a culture of continuous improvement, sharing best practices and insights across the organization. 

Highly collaborative, you will partner with stakeholders across D2C, GM/GSBO, and Product teams to develop a world-class player experience. You will deliver a well-defined program of work through agreed roadmaps, contributing to Store strategy and development as part of the extended Store Leadership Team. 

What you’ll be doing:

• Develop & Deliver a CRO Strategy: responsible for developing and delivering a CRO Strategy and Optimization Roadmap that enhances conversion across the PlayStation storefronts ultimately driving incremental revenues and commercial growth.  
• Translate Strategy into Action: accountable for translating strategy and plans into OKR frameworks, building well defined programmes to positively impact objectives. Establishing and developing a clear set of KPI’s with stakeholders to ensure alignment with the Store Strategy and Mid-Range Plans.  
• Foster Continuous Improvement: responsible for developing plans in collaboration with direct and matrix teams and further supporting the development of a data driven culture of continuous improvement. They will work closely with Store teams to stay abreast of commercial priorities and further understand how players are responding to commercial executions and campaigns. 
• Audit the Player Experience & Journeys: responsible for developing a deep understanding of the player experience and journeys across omnichannel and market level storefronts on an ongoing basis. Continuous identification of barriers to conversion across conversion funnels. Further responsible for identifying navigation, design, content and commercial opportunities.  
• Design & Execute Experiments: accountable for designing, developing and delivering a data driven CRO experimentation plan to improve conversion rates. The senior manager will collaborate with the Store and D2C Experimentation leads to develop clear test hypotheses and will work with relevant stakeholders to communicate the goals and KPI’s for each test, further ensuring measurable and impactful outcomes.  
• Implement Tests: further responsible for implementing testing solutions through the technical set up and optimisation of testing plans, collaborating with the Experimentation leads where necessary. Responsible for monitoring test setup on an ongoing basis to ensure proper functioning, troubleshoot issues, and deliver adjustments as needed to maintain test accuracy and validity. 
• Evaluate and Report Results: Work with teams to evaluate results, determine the statistical significance of tests, and assess the impact on conversion rates. Develop detailed insights and reporting on tests to highlight performance impact and produce actionable insights and data-backed recommendations.  
• Analyse Player Behaviour: Continuously analyse player behaviour, engagement, and conversion, utilising data to understand user interactions, pain points, and navigation across the Storefront conversion funnels. Continuous improvement of testing hypotheses and product recommendations.  
• Collaborate Across Teams: Collaborate with teams across the business, including the Store, D2C, GM/GSBO, and Product Teams, to build strong relationships and to deliver against insights, plans, and recommendations. Ensure all plans align with brand and marketing guidelines. Work with Matrix teams to foster a collaborative gl/ocal hybrid culture that encourages and supports high performance, creativity, innovation and data led decision making.  
• Develop Best Practices: Develop Store Conversion Rate Optimization best practices and act as a subject matter expert on CRO strategy across the business. Share knowledge and insights with the wider business, and mentor team members where appropriate. 
• Understand Industry Trends: Stay abreast of trends and best practices in digital commerce. Keep up to date with emerging industry trends, CRO tools, and best practices to bring fresh, innovative ideas to the business. Attend industry events to stay current with evolving CRO methodologies. 

What we’re looking for:

• The ideal candidate will have specialist CRO experience from similar roles, a passion for understanding customers and strong commercial instincts supported with a demonstrable experience of delivering commercial impact and growth. 
• Proven track record of delivering measurable improvements to conversion rates and user experience.  
• Adept at using data and analytics to develop a deep understanding of customer trends, with experience of creating programmes of work to continuously optimise and improve customer interfaces and experiences. 
• Significant experience and familiarity with testing and experimentation methodologies and experience of developing and delivering CRO programmes in a scaled growth business.  
• Strong data and analysis skills and comfort using analytics tools to understand and synthesize results and identify commercial opportunities.  
• Experience of developing and delivering complex CRO programmes in a scaled business.  
• Familiarity with digital commerce development methodology, UX and design principles is essential. 
• Exemplifies a systematic, disciplined and logical approach to problem solving. 
• Extensive experience of working in a direct-to-consumer digital or e-commerce business, in either the Retail, FMCG, Media or Tech verticals. A passion for the games industry and gaming is desired but not essential. 
• Exceptional interpersonal skills, with the ability to work collaboratively in a g/local hybrid environment. An ability to work across multiple levels in an organization and communicate with large groups of colleagues and senior stakeholders effectively.  
• Experience of working collaboratively across sales, marketing and insight teams to develop and deliver programmes of work and further comfort in working with Product and Engineering Teams to propose product and functionality enhancements.  
• Higher education in Maths, Marketing, Data Science or Business Analytics would be an asset. 
• Experience and comfort of delivering in a high energy, fast paced and changing environment.