Senior Digital Service Manager

50000.00 - 60000.00 GBP Annual
02 Oct 2017
16 Oct 2017
Contract Type
Full Time
Senior Digital Service Manager
BT Business, London based
Why this role matters

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

We're searching for a talented senior digital service manager who'll bring energy and enthusiasm to our expanding digital team. We are looking for someone who is strong on requirement definition, interpretation, analytics, retention marketing, commercial and performance marketing to drive digital traffic and deliver personalised experiences, which increase our digital channel share.

What you'll be doing

We're looking for a Senior Digital Service Manager to report to the Head of Digital Service team. The role will be primarily to:
  • Own & Drive self-serve digital channel share increases
  • Identify and harness digital and offline data points to deliver relevant and personalized digital experiences for our customers
  • Own the digital transaction experience for existing customers, continually optimizing and testing to increase conversion
  • Carry out detailed, continuous digital journey analysis, particularly within the logged in areas of the website, giving insight to customer behaviour to enable targeted and relevant marketing and increased logged in active customer base
  • Responsible for defining end-to-end digital business solutions in response to business issues
  • Identify, create strong business cases and generate senior exec support for strategic capabilities to support the ambition of becoming a digital first business
  • Identify commonalities across different programs, and translate theses into strategic, sustainable and common customer capability to enable delivery of simple and clear customer experience every time

We'll also need to see these on your CV:
  • Ability to proactively define, create, own and drive through digital programs and experiences that increase self-serve channel share, conversion and NPS
  • Strong senior stakeholder management skills engaging across the business, championing digital and it's positive impacts on the business and customers across the organisation
  • Ability to use, interpret and define improvement from the output of web analytics packages including SiteCatalyst, Discover and Adobe Analytics including target and campaign manager
  • Good working knowledge of Adobe suite and how it can be used to fully utilise customer experience
  • Ability to clearly articulate requirements, both verbally and written from multiple stakeholders ensuring full understanding by technical and delivery teams resulting in accurate and best possible outcomes
  • Strong people management, organisational and communication skills

Why choose us?
  • You'll be given the opportunity to put digital service at the heart of everything BT Business does. Taking ownership in driving the build of new and exciting capabilities, significantly contributing to the omni-channel strategy and engaging both customers and internal stakeholders in the digital possibilities
  • The chance to create and change how our customers interact with us digitally
  • Competitive salary, 10% bonus, GBP4.8k car allowance, private healthcare, free broadband & TV and discounted mobile, BT Share Options scheme, cycle to work scheme etc.