Senior Digital Experience Manager

Leading UK consumer business
West London
£300-500 per day
29 Nov 2012
20 Nov 2012
Agency, Media, Other

Job Description

My client is an instantly-recognisable consumer business with genuine market dominance and customers numbering in the tens of millions. Offering an ever-improving digital capability they have an ongoing need for strong digital talent to assist in the continued development of their online capabilities. They are now recruiting a number of contract opportunities within their Digital Sales and Marketing team.

The Senior Digital Customer Experience Manager is a vital role in the ongoing strategic development of our client's digital capabilities and is responsible for managing multiple projects that develop and build new digital capabilities to deliver a best in class digital experience for our their customers.

The successful candidate will be responsible for planning, design and execution of all Digital Sales & Marketing projects. Acting as the key point of contact for senior business stakeholders and managing specialist agency resource. Your duties will include:
•Own the online experience and lead the development of new capabilities that enhance the digital proposition.
•Responsible for managing the initiation, development and delivery of multiple large change projects for digital customers.
•Contribute to the development of business cases for projects and make certain all governance processes are followed to enforce project delivery compliance. Ensure business cases are commercially robust and support the overall busines and digital objectives.
•Manage stakeholders with competing objectives, negotiate with senior leaders and represent the digital projects at Steering and Programme Boards
•Develop strong relationships with IS and other business units to support the delivery of projects. Be the bridge between IS development and the requirements of the business / commercial stakeholders.
•Work with third party agencies and internal UX teams to create a leading user experience that increases NPS and customer satisfaction.
•Developing the measurement and KPI reporting of delivered projects and ensuring benefits realisation.
•Fulfil the ‘product owner’ role within the Agile development process, defining High Level requirements and contributing to the Solution Design

Candidate Requirements

Senior Digital Customer Experience Manager - The Person:
•Significant experience of website design and management, and experience of delivering new, innovative digital capability projects within medium to large businesses
•A strong level of general digital knowledge, preferably within B2C markets and good understanding of key disciplines including web design, user experience and project management.
•The successful candidate will have a proven track record of delivering online change programs using structured project management techniques (experience of agile & waterfall development is essential).
•A detailed and extensive knowledge of web usability and design best practice along with a good understanding and appreciation of internet technologies.
•Highly motivated, a self-starter who is able to multi-task, adapt to change and prioritize work in a very fast paced, pressured, delivery focused environment.
•Excellent relationship management and communication skills; must be able to work closely with senior leaders, internal stakeholders and external agencies to deliver new web capability projects.
•Ability to interpret highly complex business requirements and stakeholder needs and produce customer-centric solutions to meet those needs.
•Excellent project management skills and attention to detail with experience of managing many interdependent plans to both independent and co-ordinated effect.
•Sound understanding of key financial principles with experience of creating, documenting and communicating business cases and holding complex projects to budget.
•Experience of managing teams is desirable
•the successful candidate must be a strategic thinker with the ability to lead meetings and set the direction with key stakeholder groups including IS delivery sprints.
•Strong collaboration and stakeholder management skills

Contact / Application Details

The advertiser has specified that Recruitment Agencies may NOT contact them regarding this position.

Nick Crannigan
0113 236 4050