Digital Experience Lead, Square Mile Sport

2 weeks ago

London, United Kingdom Benchmark Sport Full time

Location: Holborn London/Hybrid Working

Duration: Full time, Permanent

**Salary**: £30,000 - £35,000

Reports to: Head of Digital Experience

**_ Deadline for Applications:_** **_28/04/2023_**

Who we are

Role Summary

In this role we are looking for someone who can use their previous experience and expertise in providing a world class experience and service for our app users from some of the worlds largest corporations and be invested in improving the platform communitys engagement and retention.

We have the desire to support your personal and professional ambitions, creating a positive atmosphere where people can thrive, develop and lead. Therell be the opportunity to work in a team and have a fulfilling experience that has the potential to be a launchpad for your ongoing career.

What you will be doing:

- Conceptualise, test and implement ideas on building a community and improving both engagement and retention.
- Work closely with the Live Experience team to continue enhancing the runner experience through the app.
- Lead on user support and responses to user queries and troubleshooting errors.
- Manage administration of the app(s), including creating engaging challenges, communication plans and reporting.
- Gather and analyse data on event participation, platform use, user experience and user feedback, and report learnings on how to improve user retention.
- Contribute to the planning and implementation of our product feature roadmap, including app integrations with Live events.
- Create, supply or update digital copy, content, and assets across the digital platform.
- Lead from the perspective of the Digital experience team into the overall communication strategy and new ideas to trial going forward.
- Management and reporting of app bugs, fixes and the testing of new releases.
- Design and develop toolkits and collateral to support the development of the app(s).
- Evaluate the impact of communications through both qualitative and quantitative techniques.

What we are looking for:

- 3+ years experience involved in community engagement and user experience.
- Knowledge of live participation events, and sports, activity, or tech wellness sectors is not essential but beneficial.
- Understanding of ways to improve user experience and drive community engagement in a digital environment.
- Experience of both quantitative and qualitative data collection and analysis and ability to deliver robust reports, track against KPIs and set targets.
- Understanding of using data to provide insight and support decision-making especially within the digital platform world, using tools such as Mixpanel is not essential but beneficial.
- Able to think about how new features will impact current or future user base.
- Excellent English writing and communication skills that can be deployed for team members, sponsors, suppliers, clients, participants, and users.
- Previous experience of using design software tools such as Canva or Affinity.
- Experience of working with tools such as OneSignal, Mailchimp and/or HubSpot (or similar) preferable, but not essential.
- Excellent customer service, including the ability to handle difficult situations with diplomacy and tact.
- Ability to work independently, use initiative and be autonomous.

What its like to work with us

Its all about the team at Square Mile Sport. We enjoy working together to deliver a world-class experience for our clients and we place a high value on bonding as a team over shared experiences.

We are energetic and enthusiastic, dedicated to performing at our best, supporting others to do the same and, as a result, we continue to push the boundaries of what our event experiences and our products can offer. We want people to work with us who find the fast-paced environment exciting and meaningful, who see opportunities where others might not, and who challenge us to rethink what and how we do things.

At Square Mile Sport, we value diversity and strive to foster a working environment that is inclusive, supportive and ensures that everyone is heard and valued for their contributions. We know that a diverse, equitable and inclusive workplace is one that is competitive and resilient. We are an equal opportunity employer and welcome people from all backgrounds, cultures, and experiences.

More about the role

We are looking for someone who can create and implement new community and user engagement strategies, including the creation of exciting virtual physical-activity-based challenges, which can also be used to grow the platform communities. By developing your understanding of our audiences, you should also be able to propose and justify new features and upgrades within the app(s), backed up by insights from user data, research and your knowledge or experience, which will encourage users to continue engaging with the app throughout the year.

You will need to be constantly thinking about ways to improve the user journey and experience, such as onboarding, enteri

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