Digital Marketing and Customer Experience Manager
Digital Marketing and Customer Experience Manager
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Direct message the job poster from Snakehive
Hours: Full time (37.5 hours per week)
Location: Dorking, Surrey
Reports to: CEO
Salary: £36,000 – £44,000 per annum (dependent on experience)
Hello! We’re Snakehive, and we’re big believers thatIt’s what’s inside that counts. We celebrate good people who do great things, design & craft leather accessories that are made to last, and are dedicated to creating smart products that protect the things you really care about.
We’re a fast-growing business full of fun, talented & ambitious people and we’re on the hunt for a Digital Marketing and Customer Experience Manager to lead and elevate our digital engagement, campaign performance, and customer satisfaction.
Role Overview
You will take ownership of our digital marketing strategy, customer experience journey, and day-to-day performance marketing operations. This is a pivotal leadership role that requires a strong balance of creativity, commercial focus, and analytical skills.
Key Responsibilities
·Develop and oversee multichannel digital marketing campaigns across paid and organic platforms, including Google Ads, Meta, and email marketing (Klaviyo).
·Lead the performance and optimization of paid search and paid social campaigns to ensure ROI goals are met.
·Manage SEO strategy in collaboration with internal and external stakeholders.
·Collaborate closely with our content and creative teams to build compelling campaigns and assets.
eCommerce & Website Ownership
·Own the online experience across our Shopify Plus websites (UK, EU, US) ensuring consistency, clarity, and commercial effectiveness.
·Oversee promotional campaign planning, execution, and performance reporting.
·Manage A/B testing and data-driven changes to site merchandising and UX using Shopify analytics and Microsoft Clarity.
·Ensure the product catalogue is optimized and maintained.
Customer Experience
·Own and continually improve the customer journey from first click to post-purchase.
·Work closely with customer service teams to identify and resolve pain points, championing a feedback-led approach to CX.
·Ensure brand tone and experience is consistent across all touchpoints (email, site, social, support).
Leadership & Project Oversight
·Lead and mentor junior team members and freelancers, with 2 direct full-time repartee’s
·Oversee cross-functional projects, including new product launches and seasonal campaigns.
·Liaise with external agencies and platforms ensuring KPIs are met and brand standards upheld.
·Present performance reports and strategic insights to senior leadership.
Required Skills & Experience
·4+ years of digital marketing experience with at least 1-2 years in a managerial or supervisory role.
. Project management experience, especially in cross-functional or multi-channel marketing environments.
·Deep understanding of Shopify and ecommerce CMS.
·Proven success managing Google Ads campaigns and reporting tools (GA4, Looker Studio).
·Experience overseeing customer experience initiatives, ideally in a D2C environment.
·Strong analytical mindset comfortable drawing actionable insights from performance data.
·Strong project management skills to coordinate teams, budgets, timelines, and creatives.
·Deep understanding of Shopify and its capabilities, including theme customization, app integrations, and performance optimization.
·Experience in marketplaces like Amazon, Etsy, or eBay.
·Familiarity with Klaviyo or other CRM platforms.
·Passion for crafting premium customer experiences and brand storytelling.
Why Join Snakehive?
· Be part of a friendly and fast-growing brand with a global presence.
· Work on exciting projects with autonomy, creativity, and collaboration.
·Shape the direction of our customer experience and digital growth.
·Enjoy flexible working, regular team socials, and meaningful development opportunities.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
* Industries
Retail
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