About the role
Digital Customer Content Merchandiser
12 Month FTC
Up to £34,000 + Pension + Bonus + 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 Digital Customer Content Merchandiser and you’ll be a big part of this.
Key responsibilities
To create and implement customer-focused digital content across our websites whilst ensuring that the written content adheres to latest SEO best practice. The content will include Help & Advice articles, trading-focused merchandising, that reflects our plans and priorities, service support, and corporate information to inspire and enable our customers to create homes that they can feel great about. This content and its placement will be supported by data and insight into customer behaviours and needs. Digital Content Merchandisers play a vital role in the conversations we have with our customers and have the opportunity to shape our customers' experience at every stage in their home improvement journey.
Key Accountabilities / Responsibilities:
- Write and take ownership of all copy for three websites, diy.com/diy.ie/trade-point.co.uk (how to guides, buying guides and inspirational articles).
- Create content for customer support pages, corporate and other non-product content landing pages.
- Ensure content is SEO optimised (meta titles, meta descriptions, h1s, alt tags, anchor text).
- Ensure content is relevant, accurate, and offers clear call-to-actions and next steps.
- Ensure written content meets the brief, is in line with the tone of voice and style guidelines.
- Champion website accessibility through ensuring content is optimised to accessibility guidelines.
- Undertake extensive research into the home improvement industry, including competitor analysis, content gap analysis, and content creation strategies.
- Use an in-house CMS system to build content pages, ensuring each page adheres to agreed principles and processes and use web CMS to schedule time sensitive business critical updates.
- Champion analytical tools such as Google Analytics, BrightEdge, Botify, and Contentsquare to monitor and review OKRs, using insights to refine and optimise content for better performance.
- Create, maintain, and execute the content style guide to ensure consistency across all digital customer content, including language, tone of voice, grammar, reading level etc.
- Have a continued focus on SEO, including conducting keyword research to guide article creation, review technical SEO issues and recommend fixes, and collecting data to report on traffic, rankings, and other organic search metrics.
- Produce thorough briefs for other channels, such as the digital design team, to create visual and video assets to support content.
- Play a key role in developing the customer content strategy by analysing insights, performance results, and emerging trends to help shape content priorities, working closely with the Customer Content Manager to refine and implement the approach.
- Support ad hoc requests, such as writing UX copy for key touchpoints throughout the customer journey, ensuring it aligns with the B&Q tone of voice and is clear and easy to understand.
Required skills & experience
Required Skills & Experience:
- Editorial or copywriting background, preferably with a focus on SEO and home improvement.
- Customer-focused professional with experience of working in digital or Ecommerce environments.
- Strong attention to detail, near perfect grammar and strong editing skills.
- To have a clear understanding of the brand positioning, target audience, and consumer mindset.
- Demonstrate a relentless focus on the customer; displaying digital mobile first thinking whilst ensuring that webpages are built with user experience in mind.
- Confident in understanding and working to briefs from multiple stakeholders, managing time effectively to adhere to content brief
- Commitment to delivering as part of a high-performing team and contributing to team and function OKRs.
- Experience in creating and publishing online merchandising/content through CMS systems and ecommerce tools.
- An eye for design detail and experience in producing short and long written content.
- Comfortable working calmly under pressure.
- Ability to organise and prioritise a large number of tasks, and to effectively communicate plans and results to wider teams and stakeholders.
- Able to develop relationships with key stakeholders that inspire and influence teams across the business.
- Collaborative work ethic, with a preference for teamwork and a mutually supportive environment.
- Passionate self-starter, decisive and able to move with speed to deliver live content to our sites
Career progression
What's in it for me?
As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.
We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!
So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.
We want to ensure that all employees, future employees and applicants to all Kingfisher companies are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation.
If you require any additional support or adjustments to help you make an application, please contact us at recruitment@b-and-q.co.uk.
Rewards &
benefits
Discount card
The one we all love! Get 20% discount on your purchases at B&Q in-store and online, after you've been with us for 3 months.
Share schemes
Share in the success you help create. With our shareplans, from just £5 per month, you can build up a savings pot, or use what you save to be a Kingfisher share holder.
Life assurance
If the worst should happen, Life Assurance ensures those close to you have some protection.
Employee assistance programme
We offer free and confidential support and counselling to help you through matters such as wellbeing, divorce, legal, and financial management.
Salary/Bonus
We offer competitive salaries for all roles, and benchmark them, to ensure that we’re getting it right. And, as we value the contribution of all our colleagues equally, whether they are 17 or 70, our rates of pay for each job is the same.
Pension
You’ll have access to the award-winning Kingfisher Pension Scheme, and we’ll put money in alongside your savings too.
Medical
We have a number of medical benefits available depending on your role to help you and your family look after yourselves.
Leave
All work and no play is no fun! So, you can enjoy 6.6 weeks' leave, plus we'll reward you with additional leave and cash rewards to celebrate long service anniversaries and milestone years.
Flexible working
The chance to achieve more balance between work and your other commitments.
Shopping discounts
Take advantage of fantastic discounts on loads of products and services, just for being a B&Q colleague!
Gym discounts
We have a network of over 3,300 health clubs offering discounts to colleagues and their partners of up to 25% on self-paid gym memberships.
Eye care
If you use a computer regularly for work, then we pay for your eye test
every two years. If you do require glasses, then you’ll also get £49/€69 towards single focal lenses and frames too.
Cycling to work scheme
Whether you are thinking green, trying to get fit or saving money, our cycle to work scheme helps colleagues spread the cost and save money on any bike and safety equipment through salary sacrifice.
Long service
Just like most families, we like to celebrate anniversaries and milestone years. For every 10 years up to 40 years’ service we give extra annual leave and a cash payment.
Training &
development
Learn & Develop at B&Q
When you join B&Q, we want you to be all you can be. From the minute you walk through our doors to the exciting moment you make that next career move, we're here to help you make the most of every opportunity. Thanks to our friendly learning system, Leo, we make sure you always have the support you need to take on every challenge and fit your learning around your life. Here, we know that the best way to grow is together.
Flexible learning with Leo
Leo is your every day, on the go learning and development partner. Helping you build the knowledge you need now and in the future. With Leo, you can access training and content, anywhere, anytime and on any device. You can even influence the type of training on offer by rating and recommending content, and letting us know what we can do to improve. Award-winning and featuring over 150 different learning activities - like short videos, articles, workshops and webinars - think of Leo as your 24/7 training pal, designed to help you make the most of your B&Q career journey.
Developing in role
Learning never stops at B&Q. Whether you've been in your role for one day or five years, there's always something to be curious about. It's why we're always creating learning opportunities and experiences that'll give you the chance to develop your skills. Like our First Line Manager programme: a course that helps our newest line managers build their confidence and management skills. Or our Leadership Development programme that challenges our more experienced leaders to reflect on and adapt their approach for our ever-evolving ways of working.
Building expertise and know-how
We believe anyone can learn the technical skills to do their job with excellence. It's all about attitude and behaviour here. So, if you're passionate about customer service and design, we'll teach you how to create beautiful kitchens. If you're someone who loves being outdoors, we'll help you learn about our garden ranges. And, if you're someone who just loves what we do but doesn't know where to start, we'll help you find the perfect role for you to grow into.
Accelerated Development Talent Programmes
Whatever goal you're working to at B&Q, we want to help you get there. We do this by designing a number of programmes which help you to practice your skills and learn new ones, gain valuable experiences, learn from others and jump on opportunities that are right for you. From leaders taking their first steps into management to those simply looking for a new challenge, we're there to make sure you achieve your ambitions.
Induction
At B&Q, we want every new colleague to understand our values, our customers, and how we work together to achieve our purpose. That’s why we’ve designed an induction programme that’ll give you real insight into our business, our culture and help you feel included from day one. For your first few weeks on the job you’ll work with your team and line manager, mixing online learning with practical tasks, to grow your knowledge a little every day.
A day in the life
Tare, Online Merchandiser
I make customer interactions with B&Q better, from a digital point of view. It means looking closely at customer journeys, seeing what customers are doing, and listening to them through feedback and reports, then seeing how I can take that information and practically tweak it and improve things so they have better experiences.
Explore our
store support office
Facilities
In B&Q house, you’ll enjoy an onsite gym, a subsidised Costa, a canteen and restaurant, prayer room, plus open plan and cosy work spaces, an outdoor picnic area, and bike sheds for those who cycle in.
Sustainability
B&Q House has a biomass boiler, solar panels and a rainwater harvesting system. Our building also makes use of upcycled and recycled furniture and fittings, and features natural ventilation, heat retention and CO2 management, all via our very own weather station on the roof.
Why
choose us?
Why Digital & Technology at B&Q?
We're much more than just our stores these days, which is why our Digital & Technology teams are so important. Using technology to create seamless customer experiences for millions, they're helping us change for the future.
Why B&QReady to apply?
Step 1:
Apply via bandqcareers.com
Step 2:
We'll contact you for a phone interview
Step 3:
We’ll carry out a face to face or online interview (and we may request a 2nd interview if the role you're applying for is more complex).
Step 4:
We’ll contact you with feedback, and maybe even a job offer.
Check out our FAQs for more information about interviewing at B&Q.