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Digital Transformation Lead
2 months ago
We are seeking a highly skilled and experienced Digital Experience Manager to join our team at Sykes Cottages Limited. As a key member of our Digital Experience Team, you will be responsible for driving success and delivering outstanding results.
The ideal candidate will have a talent for delivering results, driving change, and motivating team members. You will be responsible for creating an environment that fosters trust, open communication, and creative thinking.
Key Responsibilities:
- Lead a team of digital experience advisors
- Develop and deliver digital transformation plans using industry insights and technology expertise
- Drive experience through a digital-first mentality
- Provide opportunities for regular coaching and training
- Accountable for optimum staffing and driving efficiencies through digital usage
- Accountable for a fun and dynamic environment
- Lead the team to ensure objectives and SLA targets are met/exceeded
- Work in partnership with Marketing regarding customer and owner feedback and retention
- Collaborate with Holiday Experience Team Managers to ensure high-quality end-to-end service
- Work with the Training Team to ensure excellent levels of service
- Provide feedback to relevant departments on improvements based on staff/customer feedback
- Motivate, mentor, train, and support team members
- Ensure all team members adhere to FCA regulations
- Understand all organisation's products, services, procedures, and guidelines
- Manage budgets in unison with Customer & Owner senior management
- Monitor and analyse consumer trends and recommend plans to meet changing consumer needs
- Support digital's vision and strategies and lead efforts to enhance digital experiences
- Ensure user experience for Digital Channel is consistent with the Sykes family brand
- Owning all digital contact
- Work with peers and key stakeholders to research, identify, and capture new digital opportunities
- Use external knowledge, network, and insights to suggest new and innovative contact strategies
- Be an expert in digital technology and identify trends and opportunities to transform the customer experience
