Retail Media Self Serve & Monetisation Manager

Kingfisher

8d•Hybrid

About The Position

B&Q is seeking a Self-Service Platform and Monetisation Manager to join its Retail Media Team at the Southampton Store Support Office. The role focuses on driving adoption, activation, retention and revenue growth across self-service products through scalable onboarding, education and support programmes. The manager will improve customer journeys, support new product launches, optimise customer onboarding and support, and use customer feedback and performance data to identify improvements. The position also involves applying AI, automation and self-service solutions, monitoring key performance metrics, leading pilots and test-and-learn initiatives, and translating customer insight into product recommendations. The manager will collaborate across commercial, product, technology and operational teams, and manage, coach and develop a Retail Media Monetisation Specialist. The role is permanent, offers a salary of up to £65,000, and is based in Southampton with hybrid working. The advertised package also includes a pension, PMI, ShareSave and 6.6 weeks' holiday.

Requirements

Experience in digital advertising, retail media, ad tech, customer success, self-service platforms or data monetisation.
A track record of driving customer adoption, engagement, retention or commercial growth.
Experience in customer onboarding, enablement, operational support or continuous improvement.
Strong commercial awareness and ability to use data and customer insight to identify opportunities and measure performance.
Excellent stakeholder management and collaboration skills across commercial, product, technology and operational teams.
Strong communication skills, including the ability to explain digital products and processes to different audiences.
Experience delivering cross-functional initiatives and managing or coaching others.
Understanding of CRM, customer journeys, digital platforms or advertiser workflows.
Interest in applying AI and automation to improve customer experience, adoption and operational efficiency.

Nice To Haves

Experience within a retail media network, advertising platform, digital marketplace or data monetisation business.
Familiarity with CRM and marketing automation, customer segmentation and lifecycle management.
Experience using Epsilon or similar advertising, data or customer marketing platforms.
Experience implementing AI-enabled tools, automated customer journeys or scalable digital support solutions.

Responsibilities

Drive adoption, activation, retention and revenue growth across self-service products through scalable onboarding, education and support programmes.
Identify barriers to adoption and improve customer journeys to increase engagement, satisfaction and commercial performance.
Support launches of new products and features, equipping customers and internal teams for successful adoption.
Own and optimise onboarding and customer support processes, including account setup, booking management, data access, payment queries and issue resolution.
Create and maintain customer-facing resources, training materials and internal enablement tools.
Use customer feedback, support insights and performance data to identify product, process and service improvements.
Leverage AI, automation and self-service solutions to streamline operations, improve support and scale customer adoption.
Monitor and report on activation, usage, retention, support effectiveness and revenue contribution.
Translate customer insights and performance trends into recommendations for future product enhancements.
Lead pilots and test-and-learn initiatives, measuring impact and driving continuous improvement.
Collaborate with Partnerships, Media, Marketplace, Product, Technology, Finance and Data teams to improve customer experience, operational efficiency and product adoption.
Work with CRM, communications and technology teams to deliver customer-focused campaigns, support tools and automation initiatives.
Manage, coach and develop a Retail Media Monetisation Specialist while building scalable processes and team capability.