Job Title: Digital Experience Manager
Job ID: 05780
Division: Marketing
Work Location(s): United States-Wisconsin-Madison
Full/Part Time: Full-Time
Position Objective
The Digital Experience Manager is responsible for Omni-channel strategy and planning execution. Oversees the development, enhancement and expansion of innovative, interactive experiences across all digital touch points, including web, mobile, social media and emerging digital technologies. Drives dynamic on-brand content strategy including navigation, usability and search engine optimization. Applies digital communication solutions within a strategic marketing framework. Collaborates with marketing leadership to ensure the integration of the American Family Brand across the organization.
Primary Accountabilities
- Omni Channel Strategy Execution (30%)
- Ensures a relevant, valuable and consistent (Omni-channel) experience across employee and customer facing digital channels, ensuring a consistent, customer first focus.
- Develops and executes Omni-channel marketing strategies to support retention, customer experience and satisfaction for digital channels.
- Design and manage all components of amfam.com, sales, service, field force promotion, metrics and technology components to support overall company objectives.
- Collaborates with internal business partners to establish an ongoing plan for interaction management.
- Collaborates with internal business partners to prioritize customer needs and target segments to optimize the digital experience.
- Coordinates with internal and external business partners to ensure that all Omni-channel marketing strategies are in line with the overall brand strategy.
- Serves as the community and company representative to optimize digital channels.
- Partners with business partners to further evolve our digital multi-lingual strategy.
- Serves as the expert for digital best practices, trends, and tools to help position digital products and anticipate changes in consumer preferences to adjust strategy accordingly.
- Optimizing Digital User Experience (20%)
- Strategically positions all digital channels to effectively respond to site visitors while generating sales both through online binding activities and lead generations for care centers and field force.
- Develops, enhances and supports the user interface of self-service tools to promote all product lines and services.
- Collaborates with business partners to manages agent and agency sales manager`s websites to be an extension of Amfam.com and continue the online presence at the local agent level.
- Works with business partners to coordinate customer experience initiatives across multiple channels.
- Optimize user interface to communicate products, increase conversion and drive key selling and servicing activities.
- Works in partnership with Advertising to ensure consistent and appropriate branding, image and content delivery across all digital channels. Serve as the subject matter expert on customer preferences in order to create a positive digital experience.
- Digital Marketing & Partnerships (15%)
- Develops digital marketing partnerships to increase the visibility and visitor count to all customer facing American Family digital channels.
- Collaborates with internal business partners to develop and support marketing campaigns to drive traffic to sales and service offerings.
- Optimizes digital campaigns through the use of multi-variant testing techniques and demographically targeted online experiences.
- Partners with Advertising to ensure consistency in all advertising materials and its relationship to the digital experience that support their initiatives.
- Manages campaign deliverables, measure and refine campaigns by recommending and implementing strategies to achieve intended, predetermined goals.
- Digital Technologies (15%)
- Identify and recommend innovative digital solutions that can be used to reach existing and new customers; this includes partnering with the Innovation area to seek out and test solutions.
- Researches and monitors emerging digital marketing technologies and provides strategic recommendations to enhance the online user experience and exceed user expectations.
- Assesses the impact of internet technologies on an organization`s external environment, paying particular attention to the competitive market place, competitors' strategies and executions of digital marketing strategies.
- Assesses the impact of macro and micro factors that can affect digital marketing strategies and provides recommendations where appropriate.
- Conducts regular review of site analytics to ensure that continuous improvements are being made.
- Identifies and applies appropriate technology by working with the I/S web team and outside agencies.
- Digital Search and Web Analytics (10%)
- Implements search engine optimization programs to drive traffic to our customer facing websites, both traditional and mobile.
- Identifies and monitors user behavior and identifies trends that may provide business opportunities.
- Tracks and analyzes performance of website to optimize based on results.
- Recommends and implements strategies to improve application workflow, task time and completion rates.
- Executes digital metric strategy for Search Engine Marketing, which includes organic, paid and local search.
- Strategies Linked to the Division's Business Goals/Results (5%)
- Establishes, communicates, and implements departmental plans, objectives, and strategies.
- Participates as a member of the Management Team.
- Maintains an active awareness of American Family's business environments, corporate culture, and structure to support key decision-making.
- Management/Leadership for Department or Unit (5%)
- Manages direct reports, systems, and projects to achieve department/unit goals in accordance with Company policies and practices.
- Prepares and analyzes department/unit plans and reports.
- Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area.
- Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance, and maintaining open communications.
- Develops staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance & development plans.
Job Competencies
- Achieve Results
- Be Accountable
- Lead Change
- Lead Corp Vision & Strategy
- Lead People
- Maximize Customer Experience
Specialized Knowledge and Skills Requirements
- Demonstrated experience planning and delivering large, complex, projects or programs.
- Demonstrated leadership or management experience.
- Demonstrated marketing experience using multi-channel practices, trends and tools.
- Solid knowledge and understanding of digital best practices, trends and tools.
- Solid knowledge and understanding of the definition of systems changes, testing methodologies, or system development life cycles.
Company Information
Offer to selected candidate will be made contingent on the results of background checks.
A career move to join American Family Insurance may also mean a physical move for you. If you are selected for an interview, information will be provided on the level of relocation assistance available during the interview.
We offer a comprehensive benefits package that includes health, life and dental insurance, a 401(K) plan, paid holidays, vacation and sick leave and the opportunity for career development. If you would like to put your career in motion apply online today!
CB1
J2W:GIJ
J2W:LI
~MON~
Please review the job requirements.
Job ID: 05780
Division: Marketing
Work Location(s): United States-Wisconsin-Madison
Full/Part Time: Full-Time
Position Objective
The Digital Experience Manager is responsible for Omni-channel strategy and planning execution. Oversees the development, enhancement and expansion of innovative, interactive experiences across all digital touch points, including web, mobile, social media and emerging digital technologies. Drives dynamic on-brand content strategy including navigation, usability and search engine optimization. Applies digital communication solutions within a strategic marketing framework. Collaborates with marketing leadership to ensure the integration of the American Family Brand across the organization.
Primary Accountabilities
- Omni Channel Strategy Execution (30%)
- Ensures a relevant, valuable and consistent (Omni-channel) experience across employee and customer facing digital channels, ensuring a consistent, customer first focus.
- Develops and executes Omni-channel marketing strategies to support retention, customer experience and satisfaction for digital channels.
- Design and manage all components of amfam.com, sales, service, field force promotion, metrics and technology components to support overall company objectives.
- Collaborates with internal business partners to establish an ongoing plan for interaction management.
- Collaborates with internal business partners to prioritize customer needs and target segments to optimize the digital experience.
- Coordinates with internal and external business partners to ensure that all Omni-channel marketing strategies are in line with the overall brand strategy.
- Serves as the community and company representative to optimize digital channels.
- Partners with business partners to further evolve our digital multi-lingual strategy.
- Serves as the expert for digital best practices, trends, and tools to help position digital products and anticipate changes in consumer preferences to adjust strategy accordingly.
- Optimizing Digital User Experience (20%)
- Strategically positions all digital channels to effectively respond to site visitors while generating sales both through online binding activities and lead generations for care centers and field force.
- Develops, enhances and supports the user interface of self-service tools to promote all product lines and services.
- Collaborates with business partners to manages agent and agency sales manager`s websites to be an extension of Amfam.com and continue the online presence at the local agent level.
- Works with business partners to coordinate customer experience initiatives across multiple channels.
- Optimize user interface to communicate products, increase conversion and drive key selling and servicing activities.
- Works in partnership with Advertising to ensure consistent and appropriate branding, image and content delivery across all digital channels. Serve as the subject matter expert on customer preferences in order to create a positive digital experience.
- Digital Marketing & Partnerships (15%)
- Develops digital marketing partnerships to increase the visibility and visitor count to all customer facing American Family digital channels.
- Collaborates with internal business partners to develop and support marketing campaigns to drive traffic to sales and service offerings.
- Optimizes digital campaigns through the use of multi-variant testing techniques and demographically targeted online experiences.
- Partners with Advertising to ensure consistency in all advertising materials and its relationship to the digital experience that support their initiatives.
- Manages campaign deliverables, measure and refine campaigns by recommending and implementing strategies to achieve intended, predetermined goals.
- Digital Technologies (15%)
- Identify and recommend innovative digital solutions that can be used to reach existing and new customers; this includes partnering with the Innovation area to seek out and test solutions.
- Researches and monitors emerging digital marketing technologies and provides strategic recommendations to enhance the online user experience and exceed user expectations.
- Assesses the impact of internet technologies on an organization`s external environment, paying particular attention to the competitive market place, competitors' strategies and executions of digital marketing strategies.
- Assesses the impact of macro and micro factors that can affect digital marketing strategies and provides recommendations where appropriate.
- Conducts regular review of site analytics to ensure that continuous improvements are being made.
- Identifies and applies appropriate technology by working with the I/S web team and outside agencies.
- Digital Search and Web Analytics (10%)
- Implements search engine optimization programs to drive traffic to our customer facing websites, both traditional and mobile.
- Identifies and monitors user behavior and identifies trends that may provide business opportunities.
- Tracks and analyzes performance of website to optimize based on results.
- Recommends and implements strategies to improve application workflow, task time and completion rates.
- Executes digital metric strategy for Search Engine Marketing, which includes organic, paid and local search.
- Strategies Linked to the Division's Business Goals/Results (5%)
- Establishes, communicates, and implements departmental plans, objectives, and strategies.
- Participates as a member of the Management Team.
- Maintains an active awareness of American Family's business environments, corporate culture, and structure to support key decision-making.
- Management/Leadership for Department or Unit (5%)
- Manages direct reports, systems, and projects to achieve department/unit goals in accordance with Company policies and practices.
- Prepares and analyzes department/unit plans and reports.
- Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area.
- Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance, and maintaining open communications.
- Develops staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance & development plans.
Job Competencies
- Achieve Results
- Be Accountable
- Lead Change
- Lead Corp Vision & Strategy
- Lead People
- Maximize Customer Experience
Specialized Knowledge and Skills Requirements
- Demonstrated experience planning and delivering large, complex, projects or programs.
- Demonstrated leadership or management experience.
- Demonstrated marketing experience using multi-channel practices, trends and tools.
- Solid knowledge and understanding of digital best practices, trends and tools.
- Solid knowledge and understanding of the definition of systems changes, testing methodologies, or system development life cycles.
Company Information
Offer to selected candidate will be made contingent on the results of background checks.
A career move to join American Family Insurance may also mean a physical move for you. If you are selected for an interview, information will be provided on the level of relocation assistance available during the interview.
We offer a comprehensive benefits package that includes health, life and dental insurance, a 401(K) plan, paid holidays, vacation and sick leave and the opportunity for career development. If you would like to put your career in motion apply online today!
CB1
J2W:GIJ
J2W:LI
~MON~
Please review the job requirements.