Director Digital Customer Experience

Overview

The Director, Digital Customer Experience will lead a team that drives the user experience strategy and implementation roadmap for digital marketing platforms and channels inclusive of Banner and Corporate Websites, Direct-to-Customer Email, Banner and Loyalty Mobile Apps, Push and SMS notifications, etc. to ensure our customers move through the marketing funnel friction free and with an experience that is personalized, recognizing their preferences, interests, and purchases.

Digital Channel Customer Experience leadership and operations:

·  User design strategy for in-scope digital customer platforms to deliver market excellence and innovation, growing customer relationships across digital channels.

·  Manage and evolve perceptions of the Sobeys banner brands and/or organization across digital channels to effectively position the brand and/or organization with current and prospective customers.

·       Regularly assess digital channel and campaign performance, provide analysis and insights, and recommend tactics to optimize campaigns to drive higher traffic and engagement

·       Identify trends and opportunities and recommend website, mobile app, and email content changes that will drive current and future business.

·       Enable the capture of customer data as input to personalization models to enable effective marketing across all digital channels.

·       Collaborate with Marketing, Digital, and vendor partner teams to prioritize, leverage and extend the capabilities of Sobeys MarTech ecosystem

·       Work with Scene+ and other partners to leverage existing programs and experiences and plan new opportunities that align with our overall customer engagement objectives

·       Manage the day-to-day operations of team members, including coaching, performance management and mentorship 

Job Description

Works with Marcom, Brand Marketing, and Loyalty Marketing leads to understand digital campaign and program experience requirements to support digital solutions for engage customers across websites, mobile apps, and email channels

·       Works collaboratively with IT team leads and vendor partners to optimize use of existing platforms, identify enhancements and new areas of opportunity

·       Engages with stakeholders across the Sobeys organization to ensure that digital channels are delivering on business needs and participating in projects to deepen customer engagement

Job Requirements

Undergraduate degree and 10+ years in leadership position in Website, Mobile Apps, and Email operations capacity

·       Extensive experience in digital user experience design and digital channel management 

·       Experience working in dynamic retail environments

·       Comprehensive understanding of the digital ecosystem and platforms and how mobile, social, search, web, CRM, and offline channels work together to deliver a connected omnichannel experience

·       Strong knowledge of marketing fundamentals and ability to align marketing strategy and marketing’s consumer/customer behavioral objectives to tactical campaign design

·       Proven experience with Content Management Platforms / Digital Experience Platforms, Salesforce Marketing Cloud, Mobile App frameworks, the strategic use of content to connect with consumers across channels, and passion for innovation through technology

·       Extensive experience with analytics – web, mobile, and email analytics, and personalization

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