Senior Manager: Digital Engagement

Job Purpose

The Digital Engagement Manager is responsible for developing and executing on a smart, agile, customer first digital customer engagement strategy. The Digital Engagement Manager will also be responsible to design, test and deploy digital customer journey maps as well as monitor, measure and improve on the DX (Digital experience) across these platforms. This includes process and journey optimisation and continuous improvement for the operation teams in order to service customers.

Key Responsibilities

Create the strategy and lead the transformation of our customer facing digital platforms to improve customer engagement and maximize revenue, including creating and implementing a multi-year digital roadmap

Optimize our digital customer experience journeys, offers and conversion points to drive customer engagement and revenue

Plan, execute, and measure experiments and conversion tests

Instrument conversion points and optimize user funnels

Collaborate with internal teams to create landing pages and optimize user experience

Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points

Align SEM and SEO strategies by identifying in-market keyword opportunities through continued strategic monitoring

Measure and report performance of the all-customer engagement platforms and assess against goals (ROI and KPIs). Identify trends and insights, and optimize spend and performance based on the insights

Implement digital customer engagement campaigns according to business goals

Coordinate and manage the creation of all digital content such as website, blogs, infographics, videos etc.

Regular monitoring of digital presence

Work to improve our brand presence

Maintain and manage all our social media channels

Liaise with Marketing, Sales and Product development teams

Suggest and implement direct marketing methods

Suggest strategies and methods for improvement

Regularly track and get insights into competitors' strategies

Develop and monitor ROI and KPIs

Stay up to date with digital media technologies and latest trends

Experience with digital content management

Manage relationships with all digital stakeholders, departments or agencies (both internal and external to Hollard)