Marketing and Customer Experience Director
About Us
We’re the UKs leading provider of integrated technology solutions designed to give our customers an operational edge over their competitors. We support an impressive list of customers in ensuring their operations run as efficiently as possible and they are able to deliver the best customer and employee experiences possible. We design and deploy hardware, software, consumable and service solutions to reduce their costs, deliver new revenue opportunities and ensure their operations continue to run smoothly.
Over the 35 years we have supported an impressive range of customers in eliminating their operation challenges. Our customers sit across all industries and include Royal Mail Group, Kingfisher Group, Next, Muller and E.ON, amongst many others. We’ve grown quickly and continuously over those 35 years, and now we’re entering another period of rapid change as we set out to deliver our new growth strategy.
Marketing are the driving force behind that growth, and as such we are developing and expanding the team to better acquire new customers and deliver ever better value to, and from, our existing customer base.
Role Summary
This is a brand new position within our Marketing team, created to further support the exciting growth ambitions of the business. There are currently two core teams within marketing, Marketing Communications, and Web and Ecommerce. This role will create a third Digital Marketing team which will be responsible for our digital marketing strategy, channels and campaigns, all with the aim of better communicating our brand story, improving customer engagement and delivering ever-better quality leads into our sales channels: web, internal and field sales teams. This is an exciting opportunity for someone looking to take ownership of a digital marketing strategy, who has the drive and ambition to build and develop a high performing team.
Role Purpose
The Digital Marketing Manager will work closely with the Marketing Director, with input from the Head of Marketing Communications and the Web & Ecommerce Manager, in the design and implementation of the digital marketing strategy. Specifically, that relates to the creation of plans aligned to the wider business strategy that aim to:
* Increase the awareness of the TBW brand across our key target audiences
* Increase understanding of, and engagement with, our portfolio of products, services and solutions
* Increase customer retention and the value in our customer base
* Increase customer satisfaction
Core Responsibilities
* Work with the Marketing Director in the development of the digital marketing strategy
* Develop innovative digital campaigns that deliver against the strategy goals
* Work closely with internal teams and external partners to ensure our digital channels are optimised to drive growth
* Oversee SEO, paid-search, display advertising, social media advertising and email marketing strategies and activities
* Explore new channels that will help the business achieve its goals
* Own and optimise the end-to-end customer journey across CRM and email marketing, working closely with sales team leaders to align touchpoints throughout the sales funnel
* Manage and enhance our customer data to ensure quality and compliance
* Continuously review and optimise existing website content
* Create new content for the website to attract new business, create engagement and improve the customer journey
* Analyse and regularly report on all digital marketing activity, customer behaviour and market trends
* Deliver an exceptional online customer experience
* Support the wider marketing team in the delivery of digital assets and touchpoints
* Manage, motivate, and develop a team to achieve agreed goals, and maintain the positive, high-performance culture that exists across the business
Desired Experience
* Knowledge of ecommerce platforms and experience driving online sales
* Experience managing websites and optimising customer journeys to deliver a better experiences and improved conversion rates
* Experience working in CRM platforms (ideally Hubspot)
* Email marketing experience developing promotional, lead nurturing, life-cycle and transactional emails
* Strong SEO and PPC knowledge
* Understanding of how to build brands online
* Experience working with sales teams to drive an efficient sales pipeline
* Experience in building successful demand generation campaigns and driving effective lead generation activities
* Experience collaborating with colleagues at all levels of the business to bring new ideas to the table
* Experience creating well-structured and thought-through business proposals and selling them into senior stakeholders
* Experience in managing budgets and allocating resources to effectively deliver against objectives
* Experience translating complex products and solutions into compelling messaging
* Strong analytical skills with the proven ability to translate data into actionable insights
* Experience in having designed and built marketing dashboards to monitor KPIs and track performance trends
* Experience working in the technology sector and a B2B Marketing role
Desired Characteristics
* Creative thinker, able to translate complex themes into simple and engaging messaging and content
* Ability to foster a culture of creativity and collaboration within the team and across the business
* Confident communicator with the ability to sell concepts into all levels of the business
* Ability to motivate and drive a successful team of direct reports and third-party suppliers
* Passion for understanding customer motivations and building journeys to meet their needs
* Adaptable with the ability to recognise and adapt to new opportunities and business demands
* Positive mindset with the ability to inspire and motivate others
* Motivated by ambitious targets
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Marketing and Sales
Industries
* IT Services and IT Consulting
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