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Digital Experience Manager

4 months ago

Lansing, United States Liquid Web Full time
Description

Position at Liquid Web

At Liquid Web our commitment to excellence is as solid as our foundation. As a customer-focused and the most reliable Web Hosting company, we pride ourselves on delivering top-notch hosting solutions tailored to our customer's needs. Our remote-friendly culture champions flexibility, ensuring our team can thrive wherever they call home. At the heart of our success lies our unwavering dedication to our employees, fostering a supportive environment that nurtures personal growth and professional development.

With a relentless pursuit of high performance, we drive innovation and exceed expectations, propelling our customers, our partners, our employees and our community towards success. Our CEO Jim Geiger said it best "Here at Liquid Web, we're not just about growth; we're about exponential expansion. Our journey is fueled by innovation, determination, and a relentless pursuit of excellence."

Join us at Liquid Web and experience a synergy of customer-centricity, remote empowerment, employee well-being, and unstoppable growth.

The digital experience manager's goal is to create the best customer experience possible in relation to Liquid Web's brand, products, services and digital presence. The digital experience manager needs to be able to bridge any online gaps that occur between the customer and the product or brand. They will be responsible for creating an outstanding and successful digital experience for customers, ensuring that each touchpoint of the customer journey is not only effective but engaging as well.

This is a permanent, full-time, remote position with a salary range of $100K - $110K.
Responsibilities:
  • Ensure the company's digital touch points with customers are high quality, easily accessible, and meet their needs.
  • In conjunction with marketing, define customer cohorts and what digital experiences meet those customer needs. Primary focus is on post-purchase experiences.
  • Translate customer needs into a cohesive, effective and delightful digital user experience that aligns with marketing driven strategy.
  • Develop and execute the digital experience strategy for the company's help/knowledge resources, including a comprehensive content strategy that aligns with the company's goals and customer cohorts.
  • Lead efforts to create high-quality and compelling content for customer help/knowledge in various customer facing channels, including collaboration with cross-functional teams to gather information and develop content that leverages SEO and web design best practices.
  • Lead initiatives that will improve customer satisfaction metrics, reduce customer support interactions, and build customer loyalty and growth.
  • Evaluate and lead the implementation of AI solutions and integrations to enhance the customer journey.
  • Use a digital experience platform to assess customer feedback, data, and analytics, as well as improve the overall digital experience and customer experience based on analytics and derived insights.
  • Assist with the organization's digital transformation efforts.
Skills, Competencies, and Qualifications:
  • 10+ years of experience in content strategy, or customer data analysis, preferably in a technical environment and/or service background
  • Experience working with content management systems and web content management
  • Understanding of user experience (UX) principles, SEO and web design best practices
  • Experience partnering with product and technical teams as a SME
  • Ability to work at both strategic and tactical levels
  • Strong bias towards data-driven decision making with the ability to break down complex problems and formulate plans
  • Proactive communications; comfortable with assessing the need for immediate action
  • Excellent verbal and written communication skills
  • Proficiency in Microsoft Office Suite, Google Suite; experience with Salesforce, Microsoft BI, and WordPress
We Offer:
  • Excellent Employer paid Benefits options - Medical, Dental, Vision, Prescription
  • Traditional and Roth 401k with company matching
  • Fun employer-sponsored events
  • A collaborative team culture
  • Consistent/set work hours
  • Challenging non-redundant daily duties
  • A voice in how things get done
  • Access to ongoing training


Disclaimer:

This job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Liquid Web Inc. reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs. The job description in no way creates or implies an employment contract. The employment contract remains "at will".

Equal Employment Opportunity Policy: Liquid Web is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.