Macildowie Marketing are currently seeking an experienced Online Customer Experience Manager (UX) to deliver a fantastic Online Customer Experience for an ambitious retailer in the Leicestershire area. You will manage the online creative and photography team to deliver compelling content on-line; be comfortable with using web analytics and customer insight to identify usability wins and work closely with Web Development and IT teams to develop a clear change plan. You will also work closely with the Marketing and Product teams to deliver on-brand websites that do justice to all brands and ranges.
-Own the online Customer Experience to optimise the journey for purchasers and browsers and ensure websites showcase the brand values perfectly
-Aid in delivering clear, realistic processes and guidelines for creative execution on-line and ensuring adherance to those guidelines
-Own the site content promotional and content plans, providing clear and consistent visibility of planned site changes
-Take accountablity for agreed Customer Experience KPIs
-Establish an on-line voice of the customer and help drive that KPI across the business.
-Establish critical paths for on-line content both product imagery and static content
-To use UGC and product review data to enhance the Online customer experience
-Work closely with the Web Operations team to establish causes of customer contact and take action to reduce contacts
-Work closely with the Online Trading team to ensure a fantastic customer shopping journey
-Manage an AB testing and MVT programme
-Manage other SaaS suppliers i.e. providers of online research; session replay tools; Product upsell and cross sell tools
-To assist in creating business cases to justify new SaaS arrangements and web development.
-To keep abreast of industry developments in the area of Customer Experience and be the advocate of change and development in that area, to keep delivering a superior customer experience for customers.
-Show a relentless desire to improve the usability of the websites ensuring appropriate priority on basic functionality and performance versus new compelling features and content.
-As required, own the testing of development changes for Customer Experience as part of the ongoing web development cycle.
-Be the advocate within the organisation for Multi-Channel customer experience, and be the voice of the customer on appropriate projects across the organisation.
Knowledge and skills required
-At least 3 years working within an ecommerce team with experience of managing an Online Content or Customer experience team ideally within a Retail organisation
-Experience of owning and communicating a Marketing plan
-Knowledge of web design techniques and systems
-Google Analytics and accountability for Customer KPIs
-Key foundations of SEO
-Evidence of conducting customer research and taking actions
-Educated to degree level
Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the regions premier employers. To search for all of our live jobs please visit us at www.macildowie.com.