Manager - Digital Cx

Number of Positions Available:

1

- Start your career with The Salvation Army today

- We are looking for compassionate people who share our mission and values, if you have the passion and drive to commit yourself to a challenging and rewarding role; we invite you to review our current vacancies.

- ABOUT US

- The Salvation Army is one of Australia’s largest and most-loved charities, helping thousands of Australians every year find hope in the midst of all kinds of personal hardship. The Salvation Army offers the opportunity to use your professional skills and expertise to make a real difference in the lives of people who need help most.
About The Job:
We are seeking a talented leader for permanent full-time vacancy for a Digital CX Manager role, to lead the development and implementation of The Salvation Army’s CX future state experience and digital roadmap.

Roles and Responsibilities:
Strategic Leadership
- Drive the implementation of brand strategy on our websites
- Monitor digital CX industry and leading sector developments and devise appropriate tactics in response.
- Work collaboratively with the content team and SEO specialist, to implement the content strategy.
- Support strategic direction with evidence-based reporting

Technical Leadership
- Identify, document, and implement effective digital journeys to drive engagement across all mission and revenue areas, including seamless handover between digital and offline as required.
- Optimise customer experience to increase participation, action and loyalty and use CRO techniques to increase donor activity and loyalty.
- Develop and implement a process for ongoing monitoring and management of content to ensure accuracy and relevancy.
- Create and maintain a rolling publishing calendar for homepage elements, articles and content marketing.
- Product owner role of the website redevelopment and re-platforming.

Stakeholder management
- Support the activities of other teams and departments through the planning, implementation and reporting of digital journeys.
- Collaborate with digital designers and developers regarding UX, design and functionality.
- Collaborate with content writers, including the creation of content marketing tactics.
- Collaborate with stakeholders in Mission Enterprises, both to support their digital CX activities and to assist their alignment to national goals, strategies and policies.

People leadership
- Provide leadership to CX team and across teams within the Communications Portfolio as relates to digital CX marketing (including Creative & Content, Digital, Media/ PR and Editorial teams).
- Recruit, select, induct, develop and manage a high performing and motivated team to ensure all objectives are met.
- Ensure compliance with all HR policies and WHS requirements.
- Ensure all activities are developed and executed in accordance with legislation, TSA policy and values and applicable Codes of Practice.

Qualifications:

- Qualifications in CX service design, digital, behavioural or social sciences or community development would be an advantage (or related discipline)
- Minimum 5+ years’ experience in digital marketing or related discipline
- Strong familiarity with CMS systems
- Some experience and knowledge in digital design both UX and UI, research and HCD methodologies
- Basic to intermediate understanding of HTML5 & CSS3 - desirable
- Demonstrated understanding of digital fundraising principles and techniques - desirable
- Demonstrated understanding of social work, not-for-profit and faith-based sector - desirable

Why work for us:

- Eligible employees can access NFP salary packaging
- Flexible working arrangements including WFH
- Opportunity for career development
- Paid parental leave
- Employee Assistance Program
- Internationally renowned not-for-profit organisation
- An inclusive culture of dedicated, passionate and professional team members
- Rare opportunity to work with passionate, like-minded people who enjoy being a part of an organization that makes a difference within the Australian community

How to Apply:

- The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. _
- We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions. W_
- The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm. All child facing roles will require the successful completion of a Working with Children Check. Applicants for all roles require a mandatory National Police Check._
- We value Integrity, Compassion, Respect, Diversity, and Collaboration_