Self Serve Platforms & Monetisation Manager

Overview

Permanent

Up to £65,000 + Pension + PMI + ShareSave + 6.6 weeks holiday + Hybrid Working

Southampton, Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a Self - Service Platform and Monitisation Manager and you’ll be a big part of this.

What's the job?

Drive adoption, activation, retention and revenue growth across self-service products through scalable onboarding, education and support programmes.

Enhance customer journeys by identifying barriers to adoption and implementing improvements that increase engagement, satisfaction and commercial performance.

Support the launch of new products and features, ensuring customers and internal teams are equipped 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 opportunities for 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 key performance metrics, including activation, usage, retention, support effectiveness and revenue contribution.

Support product development by translating customer insight and performance trends into recommendations for future enhancements.

Lead pilots and test-and-learn initiatives, measuring impact and driving continuous improvement.

Collaborate across Partnerships, Media, Marketplace, Product, Technology, Finance and Data teams to improve customer experience, operational efficiency and product adoption.

Work closely 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 to support future growth.

What we need

• Experience in digital advertising, retail media, ad tech, customer success, self-serve platforms or data monetisation.
• 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, with 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.

Desirable

• 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.
• What's in it for me?
• What's In It For You?
• At B&Q, we're building more than great homes – we're building great careers.
• When you join us, you'll be part of a supportive, inclusive business where your ideas matter, your development is invested in, and your wellbeing is genuinely important.

Here's what you can expect

• 🏡 Flexible & Hybrid Working - Work in a way that helps you perform at your best, balancing business needs with personal commitments.
• 📈 Career Growth & Development - Access learning, development and career opportunities across one of the UK's leading retail organisations.
• 💰 Competitive Reward Package - A competitive salary, pension and a range of financial benefits.
• 🛒 Colleague Discounts - Enjoy discounts across B&Q and the wider Kingfisher Group.
• ❤️ Health & Wellbeing Support - Access wellbeing resources, health support and employee assistance programmes designed to help you thrive.
• 🌴 Time Away From Work - Generous holiday entitlement and family-friendly policies that support life both inside and outside work.
• 🤝 A Place Where You Belong - We're committed to creating an inclusive workplace where everyone feels valued, respected and empowered to be themselves.
• 🌍 Make a Difference - The work you do will have a direct impact on our customers, colleagues and business.

Eligibility To Work

Please note that B&Q does not currently offer visa sponsorship for this role. Applicants must have the right to work in the UK at the time of application and throughout their employment.

Accessibility & Disability Confident

• At B&Q, we're committed to creating an inclusive recruitment experience for everyone.
• If you require any additional support or reasonable adjustments to help you complete your application or throughout the recruitment process, please let us know.
• If you would like to be considered under the Disability Confident Scheme, please contact us at [email protected]. If you meet the minimum criteria for the role, we'll consider your application in line with our Disability Confident commitments.