Our client s digital marketing operations team is responsible for the day-to-day operation and support of the company s global web properties and they are looking for a talented Digital Program Manager. As the digital program manager for this team, you will be responsible for all project and resource planning to ensure the above goals are met.
In addition to day-to-day operations, the team is focused on a long term digital transformation project. The project s overarching goal is to revamp UX and information architecture of Experian s web properties to greatly improve the digital experience for our clients and prospects.
You will play a key role in ensuring this goal comes to fruition across 40+ countries and web properties. The digital program manager will work closely with website content owners, who are the key project stakeholders. These responsibilities apply to both the ongoing website operations and the digital transformation project:
Develop the methodology and approach to ensure proper program/project structure and processes.
Relentlessly drive the team s projects forward, while maintaining engagement and cooperation from project team members and stakeholders.
Structure and manage a communication plan that ensures effective communication both within our internal teams, as well as with stakeholders.
Define requirements and use cases for web technology features and functionality (including web content authoring, UX/UI, lead generation, web analytics, information architecture, sales enablement, and marketing automation).
Help develop and introduce a global digital governance model.
Develop and implement a comprehensive change management plan.
Assist in the rollout of the digital transformation throughout the company, including championing the vision and communicating the value delivered.
Help establish KPIs and reporting to fairly and accurately assess project/program success.
Adeptly juggle stakeholder relationships and project timelines.
Work with technical teams to resolve roadblocks and deliver on schedule.
Effectively communicate status/progress against the project goals to senior management.
Synthesize and present relevant information on key milestones to project stakeholders.
Escalate critical issues appropriately.
Work with the subject matter experts on the team to troubleshoot and resolve ongoing operational issues.
Establish and meet service level agreement requirements for the team.
Build and document operational process flows.
Manage digital marketer training program and learning management system.
Build and maintain internal team performance and operational dashboards.
Send out communications regularly and promptly on website issues impacting availability of any of the systems/services our team supports. (This requires periodic weekend/evening work.)
Partner with Engineering team to ensure root cause is determined for site operational issues.
Perform site content updates as needed for website content/elements managed by our team.
Lead the planning, implementation, and testing of enhancements and new website features.
Coordinate and perform user acceptance testing for all website project releases.
Manage the requirements gathering process and related documentation for the team s projects.
Required Qualifications for the Role:
Experience managing global teams and stakeholders in multiple countries
Enterprise-level B2B experience
Experience in a CMS implementation project
Experience with Agile (Scrum)