Senior Executive, Digital Experience

Manager, Digital Experience & Performance Marketing

The ideal candidate will execute digital strategies, optimize platform performance, and drive customer engagement initiatives. This role is responsible for implementing targeted campaigns, analysing performance metrics, and ensuring seamless digital experiences. Additionally, the role will oversee issue resolution frameworks, track Customer Effort Score (CES) to identify areas for improvement and collaborate across teams to enhance digital operations and customer satisfaction. Proactive innovation and strategic execution are key to delivering a high-quality digital experience.

• Execute Digital Experience Initiatives: Implement digital strategies to enhance member engagement, satisfaction, and retention across Enrichs digital platforms.
• Optimize and Maintain Platform Performance: Manage and enhance Enrichs digital touchpoints to ensure seamless, user-friendly, and high-performing experiences.
• Drive Personalization Campaign Execution and Effectiveness: Plan and execute targeted lifecycle campaigns to maximize engagement and deliver measurable business impact.
• Analyse Digital Performance and Drive Improvements: Track and interpret key digital metrics to identify areas for optimization and implement data-driven enhancements.
• Lead Customer Feedback Resolution - Focus on managing issue resolution frameworks and ensuring timely responses.
• Track and Enhance Customer Effort Score (CES) for Continuous Improvement – Measure ease of digital interactions, analyse CES insights, and implement enhancements to simplify customer journeys.
• Coordinate Cross-Functional Digital Alignment: Collaborate with internal teams to ensure consistency, efficiency, and strategic alignment in digital initiatives.
• Contribute to Digital Innovation and Best Practices: Identify and implement emerging digital trends, tools, and best practices to enhance operational efficiency and user experiences.
• Ensure Compliance and Security in Digital Operations: Adhere to digital governance, compliance, and security protocols to protect customer data and maintain system integrity.

• Bachelors degree in Digital Marketing, Information Technology, or a related field.
• Minimum 2 years in digital spaneting, CRM, or a related role.

• Proficient in managing digital campaigns and optimizing user interfaces.
• Familiarity with web analytics tools (e.g., Google Analytics, Adobe Analytics).
• Experience with CRM tools and lifecycle spaneting initiatives.
• Experience with Content Management System (CMS), (e.g Adobe Experience Management, Wordpress).
• Basic understanding of HTML, JavaScript, and CSS.

• Detail-oriented and analytical mindset.
• Strong problem-solving and communication skills.
• Ability to collaborate effectively in cross-functional teams.
• Customer-focused with a passion for delivering high-quality digital experiences.