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Customer Experience Manager

Distinct Recruitment
Job LocationLeicester
EducationNot Mentioned
Salary£55,000 - £60,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

This is an opportunity for an experienced Customer Experience Manager to join a Midlands based Healthcare business going through an exciting digital transformation. You will be someone who leads the way in developing great digital experiences and there will be scope to work remotely with occasional team meet ups in the future.The Customer Experience Manager will be responsible for developing end to end customer journeys across all digital requirements. This will include campaigns, development, products/services, continuous improvement and optimisation and across all websites and marketplaces.You will be responsible for creating and implementing a robust plan, championing consumer needs and supporting commercial plans. This will include contributing towards the vision and roadmap of development for all company sites on the web. You will ensure all activities are grounded in consumer insight/need, focusing efforts on where the user values it most, in the most profitable manner.Key accountabilities will include:

  • Defining the user experience (customer journey mapping, simplified IA, sitemap and wireframe production) and briefing and managing associated asset requirements to populate components, campaigns
  • Working seamlessly with e-commerce trading team, content, development teams and 3 rd parties to deliver the plan/seamless experience
  • Localising and increasing the sophistication of proposition and marketing on each site - working towards differentiated proposition for each brand/site
  • Management of 3 rd parties and digital agencies as appropriate
  • Using insight and tools to improve the performance of web and other associated platforms
  • Owning the optimisation plans and continuous improvement, delivering through team
  • Acting as a consultant within the digital team and wider organisaton to ensure user-centric approach
  • Responsibility for developing and upholding standards on look and feel on both sites
    • The successful candidate will be an expert in delivering experiences to meet commercial and brand needs and understands customer journey mapping techniques. You will work seamlessly with the E-Commerce team, content/marketing and development to balance brand value, commercial return and upholding brand standards.Ideally you will have experience of working with both internal production teams and digital marketing agencies and be able to demonstrate good use of reports/analysis to plan actions and improvements. You will need to have a strong understanding of internet technologies and Google Analytics or similar tools and a working knowledge of SEO / Paid search/affiliates acquisition.If you would like to hear more, just apply to this role and Ill be in touch. No worries if you havent updated your CV yet, lets have a chat first. You can find my contact details on the Distinct Recruitment Website (James Robinson), Ive also got a full job spec which Im happy to drop over.Distinct Recruitment Privacy Policy

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