Global DTC Customer Experience Manager

1 week ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Mayborn Group Limited Full time

An exciting opportunity has arisen for a Global DTC Customer Experience Manager to help shape and deliver the digital growth agenda within a dynamic Global organisation for a 12 month fixed term contract

A high number of candidates may make applications for this position, so make sure to send your CV and application through as soon as possible.

Within Mayborn we have a clear ambition to step change our digital delivery. This includes increasing dedicated global digital marketing and ecommerce resource across the business, investing more spend behind digital brand and OMNI activations and placing our digital growth ambitions at the heart of our strategic direction. Digital is a key enabler to help us transform how we structure and equip our workforce, engage with our consumers and customers, add benefits to our products and services, and improve our operational excellence going forward.

Working within the global ecommerce and marketing team, and alongside global creative services and category functions this role is focused on delivering within a digital framework to maximise the impact of our brand communications with consumers.

The role will also involve working closely with the regional commercial and marketing teams to ensure a complete 360-degree approach to digital brand activations across our DTC & Brand web platforms to maximise our ROI and consumer impact.

This role will be based at our Global Headquarters located in Newcastle Upon Tyne and will be required to work in the office three days a week (Tuesday, Wednesday and Thursday).

What you will be doing:

  • Drive the evolution and platform development for the DTC, Connected Product & Brand website experience by owning the full end to end customer journey.
  • Oversee the management, roll out and maintenance of all our brand experience websites, distributor owned websites.
  • Oversee all day-to-day vendor and agency relationships necessary to execute a best-in-class brand experience including the evaluation, selection, and monitoring of such relationships.
  • Drive and own the day-to-day global platform development road map, receiving briefs from across the business, challenging on requests and prioritising into a well-balanced mix road map of consumer first priorities alongside revenue driving and business operational requests.
  • Formulate robust UAT plans and coordinate the execution with business stakeholders.
  • Own the social commerce experience and work closely with internal partners to deliver the strategy and launch of this project.
  • Manage the external SEO agency on all technical SEO requirements and work with the development agency on the delivery phase to embed global best practise & increase organic traffic to the DTC platform.
  • Leverage industry best practices and a broad set of technology components to build out the platform products, ensuring the maintenance of an efficient, leading-edge platform.
  • Work cross-functionally to develop, identify and define how to improve business performance across the digital platforms through the application of technology, optimization of information flow, usage of resources, and business processes enhancement.
  • Partnering with regional and global digital teams to leverage data, analytics and technology solutions to develop and formulate brand product offerings that deliver a high-quality customer experience and measurable sales growth.
  • Leverage User Centricity best practices and partnerships to define and scope business opportunities to deliver a technology solution that will enable the business benefit.
  • Understand and evaluate pressing business issues to develop a technology solution that will address the business challenge, delivering measurable benefits.
  • Lead with external digital strategy agencies with our onsite UX & CRO studies, using the data to run a programme of A/B tests to determine what development we proceed with.
  • Manage and lead a team of internal developers to deliver alongside our agency on the development road map.

What skills and experiences you'll need to ace this job:

  • 5 years + Digital Experience – Agency or FMCG with a solid track record of results that have delivered business/brand/category growth.
  • Tech knowledge in Adobe Commerce, Bloomreach & October CMS stack experience would be ideal.
  • UX experience - understanding of knowledge of UX tools & testing programmes such as optimizely would be ideal.
  • Experience of working with external ecommerce partners, Trust Pilot, Bloomreach, Klarna, Clear Pay would be helpful.
  • Management experience – team led experience of mentoring employees and an excellent digital coach.
  • A Passionate Digital Expert You will be one of a few digital champions internally and will be required to help create a digitally engaged culture.
  • Self-motivated and able to deliver at pace – you will be results and outputs driven.
  • Able to collaborate and influence at all levels – great communicator and able to support teams cross functionally in helping to upskill them.
  • Strong analytical skills – able to evaluate complex data and translate into value adding insights
  • A team player – Enjoy being part of a team and rolling your sleeves up to get the job done.
  • Highly organised and able to manage multiple projects and stakeholders – strong project management skills.

This role will be a great opportunity to gain experience with a global organisation and build your skills for your future career

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