Digital Customer Experience Manager

2 weeks ago

Sydney, Australia O'Brien Glass Industries Limited Full time

As the Digital Customer Experience (DCX) Manager you will lead and champion customer experience programs, specifically through digital channels but with an omni channel approach.

The role:

- Design and develop digital customer programs and projects through identifying gaps in our engagement funnel with the goal to drive conversions and improve the customer experience.
- Map the digital journey and use data to create, deliver and improve customer conversion rates.
- Utilise, manage and update digital analytical and reporting tools / platforms to develop insights and establish best practice reporting.
- Work closely with the various stakeholders (Customer Solutions, Operations, IT) to manage, own, develop and execute online projects to drive conversions which can be used to build campaigns and programs.
- Some travel is required interstate as well as to various offices across Sydney to stay connected to head office, the wider commercial team and key stakeholders.

About you:

- Strong technical, analytical skills and high attention to detail as well as intermediate HTML.
- Understand best practice for all digital UX including websites, social and search.
- Demonstrated understanding of A / B testing, audience segmentation and ability to use these insights to improve online digital journeys and increase conversions.
- Ability to create and execute automation campaigns including design, experimentation, implementation and reporting to compliment the and improve the customer journey.

**Benefits**:

- A range of recognition and reward initiatives to ensure your contribution to our business is appreciated.
- Regular competitions and social events to help keep teams connected and engaged, and opportunities to give back to the community through varied events and activities.
- Learning and development through virtual and in person training and our online portal.
- Hybrid working arrangements available between home and office.

Who are we:

- When you’re part of the O’Brien team, you become part of an Australian Icon.
- We create a workplace culture that fosters safety, innovation, diversity, inclusivity and ongoing professional development through a range of training and learning opportunities.
- O'Brien® is one of the most trusted brand names in Australia and firmly the leader in automotive, home and business glass replacement and provider of electrical and plumbing services.
- We pride ourselves on the quality of our employees, our workmanship and our commitment to providing first class service to every one of our customers.

Our mission:

- CARING - We care about people. We show concern for our teammates, our customers, our business partners, our environment and our community
- COLLABORATIVE - We believe we can accomplish more by working together. We all have an important role to play and by supporting others we become stronger ourselves.
- DRIVEN - We are driven people. We believe in the extraordinary not the ordinary. We believe that it can be done and we will do it
- GENUINE - We act with integrity and with respect for others in a way that generates trust in us. We do not compromise our values or our standards.

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