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UX Manager

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Our client a home improvement products company is looking for a UX Manager to join their growing Brand Marketing team. The client is based in Watford and is looking for someone to start in July to be accountable for the management and delivery of the user experience of their ecommerce site via the website and mobile devices. The candidate will also have to ensure that this leg of the customer journey is seamlessly integrated with those in other channels, such as: advertising, digital marketing, printed publications and stores. Responsible for increasing customer satisfaction measures and directly driving online sales by increasing conversion rates on web and mobile sites, you will develop positive brand perceptions and contribute to a unified view of the client through all channels.

Principle accountabilities:
- Develop a customer experience annual plan in line with agreed business strategies and brand and project objectives.
- Work in close collaboration with other internal teams/channels to identify and prioritise customer experience projects, be these new requirements or improvements to the existing web and mobile sites.
- Create comprehensive project briefs that include detailed customer requirements and supporting materials (customer task objectives, brand values and business objectives combined to form main user flows, or architecture, key wireframes, indicative design templates and content such as copy and images)
to define the customer journey and deliver the best possible online experience for the customer.
- Be accountable for the successful end-to-end project management and delivery of customer experience projects
- Stakeholder management across a variety of the teams: E-Commerce, IT, Insight, Brand Communications, Publications, Digital, Direct Marketing.
- Champion the customer online by identifying their needs and expectations through a variety of research: Group insight, multi-variant testing, web performance measures and competitor desk and field research.
- Liaise with engineers throughout development to ensure that these insights remain central to development, negotiating and limiting compromise as much as possible throughout.
- Own the creative look and feel of the web and mobile sites, ensuring adherence to brand guidelines and delivering online-appropriate interpretations of key marketing messages.
- Work with internal teams and external agencies to ensure that the web and mobile sites are aligned with the other channels.
- Lead a highly customer-focused team consisting of a Front End Developer and a Web Designer with support from external agencies and suppliers
- Follow Agile working principles and practices to liaise with Group IT throughout the development stages.
- Initiate, develop and maintain processes to successfully manage routine activities: Creative executions, publication updates, annual roll-over and day to day ‘housekeeping’, such as logo and copy changes.
- Be accountable and responsible for owning and managing the web design budget and subsequently manage the budget allocations and deliver projects within agreed budgets, scope and timings.
- Ensure that appropriate testing and measurement is in place for all customer experience projects.

Skills needed:
- Excellent project management and organisational skills to ensure realistic timescales and optimal use of resources available
- Excellent communication and stakeholder management skills to ensure priorities are correctly negotiated, identified and communicated and consistency is maintained in all channels
- Good judgement of risk and strong decision making
- High-level of experience in working with customer insight and fulfilling customer-centric marketing briefs
- Working closely with the Publications team to understand the purpose of each publication

You will be measured on:
- Positive changes in conversion funnel measures for the web and mobile sites: Increased conversion, increased ATV, reductions in exit rates etc
- Proven ability to influence customer behaviour as identified through multi-variant testing

Essential attributes:
- Qualifications - Graduate calibre
- Experience in customer experience delivery and management
- Good understanding of customer insight and engagement - particularly online
- Strong project management
- Agency management
- Ability to interface between marketing and technology functions
- Ability to balance delivery of immediate tactical work along with longer-term
- Google Apps
- How information architecture usability and customer experience processes work
- How a typical web development project runs

Preferred attributes:
- Qualifications - Marketing or other related degree
- Hands-on information architecture experience
- Hands-on experience of preparing userflows and wireframes
- Leading informal workshops to identify customer needs
- Formal project management training and qualification
- The principles of Agile Working

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