MARS Recruitment is honoured to partner with a growing ASX listed business, who are seeking a Digital Experience Manager to join their team!

Reporting to the Head of Customer, the Digital Experience Manager (DEM) is responsible for designing, delivering, and continuously enhancing the customer's digital experience. This includes managing digital assets, shaping the mar-tech roadmap, driving Voice of Customer initiatives, and fostering online engagement. The role encompasses corporate websites, portals, personalization strategies, e-commerce, SEO/SEM, customer experience platforms, marketing automation, and performance reporting. The DEM is expected to lead the organization in optimizing online customer experiences while ensuring the performance and effectiveness of corporate and customer-facing platforms.

Responsibilities:

• Collaborate with key stakeholders to develop a clear digital roadmap, ensuring alignment with strategic technology initiatives.
• Design an end-to-end digital customer experience, covering engagement, service delivery, and service recovery opportunities.
• Utilize digital channels and touchpoints to optimize user journeys, enhance SEO/SEM performance, boost engagement, and maximize ROI.
• Oversee strategy and execution for corporate websites, microsites, e-commerce platforms, residential portals, and portal roadmaps.
• Act as the business owner for platforms such as Marketing Cloud and Qualtrics CX, driving their effective utilization.
• Assess emerging technologies and provide thought leadership on potential adoption where relevant.
• Work with internal teams to create optimized landing pages and improve user experience.
• Leverage analytical skills to assess the end-to-end customer experience across various channels and touchpoints.

Key selection criteria:

• Experience in digital marketing, including the setup and optimization of Google AdWords campaigns.
• Proven track record of managing platform rebuild projects, from initial roadmap planning to delivery and ongoing performance optimization.
• Expertise in optimising digital platforms and user funnels to enhance engagement and drive results.
• Hands-on experience leading Customer Experience (CX) or Voice of Customer programs.
• Proficient in conducting A/B and multivariate testing to improve digital performance.
• Skilled in leveraging digital tools and strategies to enable targeted, real-time service delivery.

Qualifications:

• Tertiary qualified in marketing or a related field
• In depth knowledge of website analytics tools (e.g., Google Analytics)
• Working knowledge of ad serving tools
• Working knowledge of HTML, CSS, and JavaScript development and constraints
• Up to date with the latest trends and best practices in online marketing and measurement

Additional Points:

• Managing a team of one in Melbourne, as well as an offshore team (6 individuals, web development team)
• Hybrid working environment (minimum 2 days in the office, 3 days from home)

Interested candidates are invited to apply directly to the role with your resume outlining relevant experience and qualifications. Alternatively, you can send your application directly to michelle.hodgson@marsrecruitment.com.au or give Michelle a call on 0434 538 014 if you require more information.