Web Content Team Manager

Web Content Team Manager

About Breville
Over the past 90+ years Breville has grown to become an iconic global brand, delivering kitchen products to over 70 countries around the globe. Breville enhances people's lives through the delivery of brilliant innovation and thoughtful design based on deep consumer insights, empowering people to do things more impressively or easily than they'd thought possible in their own home and ultimately allowing them to "Master Every Moment".

A career at Breville is truly a one-of-a-kind experience. It's more than working for a global leader; it's an opportunity to be a part of something that impacts people all over the world.

About the role

The Web Content Team Manager is responsible for managing a team of content leads and content authors who work across Breville, Sage, Beanz, Baratza and Lelit global websites.The role is also responsible for roadmap planning, support ticket and promotional calendar management, fortnightly sprint planning and project management.The Web Content Team Manager manages capacity and supports the team to undergo website testing, maintenance and compliance assurance in line with Breville and Sage brand guidelines and WCAG, as well as administration of Breville's website and e-commerce technology systems (PIM, CMS, DAM, Adobe AEM, AWS S3, i18n, Jira/Confluence).A key responsibility includes developing, updating and maintaining team SOPs and documentation, including the Content Team Database in Confluence, with a focus on onboarding, new systems and knowledge sharing.The role coordinates with cross functional teams including Go to Market, Master Data, Technology Services, Data Science and Analytics, Customer Care and our global business teams on day-to-day website activities, web support resolution and larger scale website projects.

Decision Making Authority:

Without Referral to Manager

Weekly capacity planning and documentation

Change to time/resource allocation

Change to channels of communication

Upload and publish content updates across global websites

Push product updates to downstream systems and troubleshooting

Support ticket allocation

Coordinate content requirements for regional roll outs

Run team meetings, sprint planning sessions and retrospective ceremonies

After Consultation with Manager or Senior Stakeholders

Change to systems and processes (i.e. consult with technology teams, business analysts, product owners, project managers)

Change to agreed deadlines and deliverables on projects, promotions and product launches

Key Contacts

Contact
Frequency & Purpose
Global Web Content Author / Senior Content Lead
Daily

• Host stand-up and remove blockers for each team member
• Collaborate with the rest of the team to allocate resources and execute key deliverables
• Troubleshoot content and system related issues

Weekly

• Team discussion on current projects - including ticket status, deadlines, issues and blockers

Fortnightly

• One-on-one checkpoints with each team member to discuss progress, performance and reviews
• Sprint planning sessions to organise the team's workload for the upcoming two weeks and to complete backlog items
• Retrospective ceremonies to address challenges and acknowledge accomplishments from each sprint

General Manager of ECM, Connected Platforms and AI
Weekly/Fortnightly

• Collaborate with Manager to ensure all current web project deliverables and content upload/update requirements are met according to deadline
• Discussion and resolution for issues and blockers related to web support tickets or projects
• Report on weekly capacity
• Report on ongoing projects progress
• Report on WCAG status and legal compliance of websites
• Scheduled performance check-in and review

Group Software Products Officer
Weekly/Fortnightly

• Collaboration on project deliverables, content rollouts and technology system updates
• Escalation point of communication for critical blockers on projects, systems and processes
• Ad-hoc business-critical content and system requirements

Go to Market (marketing, PR, social, analytics, SEO, pricing)
Daily

• Collaboration with key team members for new product and website launches
• Content updates and development
• Web content review

Bi-weekly

• Content planning, rollout timeframe and review
• Promotional planning and upkeep of promotional calendars globally
• Collaborate with Global E-Commerce Director to execute SEO content updates and commercial products (e.g. product subscription) on Breville's e-commerce Platform

Monthly

• Homepage content updates across BRG Group brand sites

Digital Technology Team
Weekly/Fortnightly

• Coordinate promotional codes
• Use Breville Service Desk portal to coordinate stakeholder requests and website bugs

Global Business Managers & Global Product Team
As required

• Management of product information

Global Legal
As required

• Ensure digital platforms meet legal and WCAG requirements
• Approve content relating to customer data collection

Customer Care
Ongoing

• Correct product information discrepancies
• Support end-to-end e-commerce administration and order processes

Technology Services
Ongoing

• Collaborate with IT stakeholders across applications, infrastructure, business intelligence, program and service management to execute new implementations, deliverables, rollouts and content functionality
• Create requirements and processes for integration to downstream systems (e.g. PIM)
• Identify, document and resolve system/content issues

Regional Operations Team
Ongoing

• Collaborate with regional ops teams on product inventory level management and front-end website assortment

Key Accountabilities

Key Result Area
Major Activities / Deliverables
Performance Measures
Web Content Management (efficient, quality-assured)

• Support Web Content Team to deploy and manage content across global websites with great accuracy, aesthetic presentation as per brand guidelines and optimised for online
• Ensure product assortment, content and associations are correctly displayed and ordered across global company websites
• Effectively manage Breville's web assets via shared network folders and digital asset management system (DAM)
• Execute website content rollout according to overarching GTM calendar (including copy translations, image editing and review)
• Assist in SEO implementation, processes and review across all global company websites
• Collate global marketing calendars to schedule promotions and assign subtasks to the Content, Salesforce and Digital Technology teams as required

• Maintain the content roadmap on a daily basis to ensure clarity on due dates and statuses on all projects spanning across the whole team

• Content is displayed with 100% data integrity and accuracy, aesthetically on-brand and optimised for online (e.g. mobile responsive, accessible UX, page load speed, optimised link structure)

• Product assortment, categorisation, ordering and associations are displayed as per business, project and GTM guidelines
• Organised and accessible asset repositories within structured folders in shared network and DAM
• Website rollouts delivered within scheduled go-live dates
• SEO implemented and optimised across global company websites, improving sites' reputation and positions on Search Engine Results Pages (SERPs)
• Promotions go live on due dates and all logistics are managed
• Presenting the updated roadmap in the weekly content team meeting and communicating all project changes

Website Testing & Maintenance (rigorous, industry-compliant)

• Conduct content audits to ensure that web content is displayed according to Breville's brand guidelines, GDPR and other legal requirements for display of policies and content
• Run regular WCAG (AA) compliance checks to ensure web content are compliant and accessible to all customers across all Breville & Sage sites

• Conduct validation checks and UAT testing (via Jira) for new enhancements or features related to web content and systems

• Final content sign-off received from GTM on marketing and product copy. Final content sign-off received from Legal on brand and legal copy. Site content is 100% compliant

• Sites achieve 100% Accessibility Compliance - 0 accessibility issues, e.g. errors, warnings and review items
• Sites achieve 100% Quality Assurance Compliance - 0 content QA issues, e.g. broken links, broken images, misspellings and potential misspellings
• New features are validated and UAT tested end-to-end, followed by successful implementation

Website & Systems Project Execution (on-target)

• Story and bug ticket creation, tracking and testing (via Jira) to assist the Technology Services teams implement new website features and fix development bugs

• Execute web campaigns/projects in partnership with vendors

• Successful implementation of new website features/enhancements, as well as bug resolution and testing

• Specialty vendor campaigns/projects managed and delivered within projected time frame, with the long-term objective being positive ROI/sales yield

Web Support Ticket Resolution (SLA-compliant)

• Manage the Content Team board (Jira), creating epics and tickets for project tracking and execution
• Manage the website content queue - assign, prioritise and action tickets according to SLA time frames
• Facilitate communications between key business stakeholders to manage and resolve support ticket issues

• Monitor website content queue for aged and unresolved high-priority tickets

• Well-organised board with clear direction on tasks and deadlines that the whole team can reference

• High resolution rate (closed/re-assigned) across Support Tickets, delivered within SLA time frames - 80% within 100-hour time frame
• High response rate - initial response rate within 24-hour time frame and stakeholder engagement within support tickets
• Consistently low % of aged tickets and unresolved high-priority tickets

People Management & Fostering World-Class Working Environment

• Update and maintain the monthly achievements tracker to highlight individual and team accomplishments
• Conduct regular 1:1 meetings with team members to provide guidance, feedback and professional development support
• Facilitate team meetings to ensure alignment on priorities, knowledge sharing and collaboration
• Oversee the creation and updating of SOPs, documentation and the Content Team database in Confluence to support onboarding, new systems and ongoing learning

• Coordinate training sessions to ensure all team members are up to date on new features, tools and processes

• Monthly achievements tracker shows increased consistency and visibility, with improved timeliness and accuracy compared to the prior year

• Content Team database (Confluence) reflects a measurable improvement in completeness, usability and accessibility from the previous year's baseline
• Training completion rates improve year-over-year, with faster adoption and higher engagement in new feature/system rollouts compared to the prior cycle
• Team feedback scores (via surveys or informal check-ins) show year-on-year improvements in clarity of communication, efficiency of processes and perceived support

Key Challenges

• Fast-paced environment, short planning windows, shifting priorities
• Rapidly changing industry and evolving business targets
• Ongoing digital expansion and system projects requiring continuous learning
• Seasonal workload variations
• Managing two squads and shifting project capacity

Selection Criteria

• Minimum 3 years' managerial experience (teams of 4+ people)
• Tertiary qualifications
• Experience with CMS (editing, upload, review)
• Experience with ERPs, CRMs, DAMs, PIM/MDM
• High proficiency in Microsoft Excel, Word, PowerPoint
• Experience with e-commerce platforms
• Knowledge of WCAG and digital content best practices

Key Attributes

• Strong leadership skills
• Strong verbal and written communication skills
• Logical, smart approach to work
• Strong organisational and prioritisation skills
• Analytical with great attention to detail
• Ability to work under pressure and meet deadlines
• Courage to challenge processes and suggest efficiencies
• Open-minded, enthusiastic, motivated