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Digital Customer Experience Manager in Toronto at Procom

Date Posted: 5/11/2018

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Job Description

Job ID: 251671

Digital Customer Experience Manager  Procom KW is currently seeking an digital marketing savvy individual with depth and experience in defining, building and deploying digital experience strategy. This is with one of our clients in the financial insurance services sector who are transforming their “Digital Edge”

Digital Customer Experience Manager Job Details

Reporting to the Director, Web and Mobile Strategy, the Global Digital Marketing Insights Manager is responsible for shaping strategies and innovations within the Global Digital, Brand and Marketing organization aimed at optimizing digital experiences for our Clients.

Through the use of in-depth data analytics, research, trends and other insights, the Global Digital Marketing Insights Manager will identify continuous optimization opportunities and deliver Client-centric and data-driven solutions with measurable results. This role involves working closely with marketing stakeholders, business unit stakeholders and digital teams to understand business needs/goals and advance corporate’s “Digital Edge”. The role requires someone who is analytical with a high degree of professionalism, pays attention to detail and is able to be flexible and manage multiple priorities. 

Digital Customer Experience Manager Responsibilities

Main accountabilities: 

• Identify Client-centric and data-driven opportunities, gaps and solutions to ensure we are delivering best-in-class digital experiences while optimizing for search, content and tools. This includes leveraging data analytics, digital industry research, trends, best practices, insights, and collaborating with Centres of Excellence to help identify, plan and deliver continuous enhancement and optimization opportunities across our digital properties. 
• Support the Client insight framework for our digital experiences. This includes ongoing reporting, monitoring and gathering of insights from various data sources, including dashboards, search, research, Design Thinking Labs and more, to better understand the Client journey, user behaviors/profiles, identify optimization opportunities and gaps, measure success and ultimately deliver Client-centric digital solutions. 
• Build relationships with global stakeholders, consult with them on key initiatives and strategies to help meet business objectives, company goals, and ultimately to ensure a Client-centric, optimized approach that is consistent with corporate’s Digital vision and mandate. 
• Lead and contribute to projects aimed at enhancing the Client experience across our digital properties, managing internal and external relationships to ensure successful delivery of projects on time, on budget and within scope. This includes consulting, business cases, project briefs, collaborating with IT on technical enhancements from business requirements to execution. 
• Support ad-hoc digital requests to help drive forward business needs and priorities and advance corporate’s “Digital Edge”. 

Digital Customer Experience Manager Mandatory Skills

• Bachelors or advanced degree in Business, Digital Marketing, Analytics or a related field. 
• 5 or more years experience in digital marketing 
• Strong understanding of digital analytics, metrics, voice of the Client research with the ability to interpret to make key decisions; advanced proficiency with web reporting and analytics tools. 
• Solid understanding of digital channels: web, mobile, search and social. 
• Direct experience managing client relationships and consulting on digital solutions to meet business needs/goals. 
• Strong understanding of digital marketing best practices and trends, including SEO and web accessibility. 
• Experience with both Agile and Waterfall project delivery methods. 
• Advanced proficiency with standard business software.
Digital Customer Experience Manager Start Date

April 23th, 2018.

Digital Customer Experience Manager Assignment Length

7 month initial contract, likely extension beyond.