Director, Digital Engagement

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Eagle is currently seeking a Director, Digital Engagement for a permanent job opportunity with our Edmonton based client. 

Key Responsibilities

The successful candidate will be responsible for:

  • Providing digital thought leadership and e-commerce subject matter expertise to accelerate and evolve digital channel engagement and sales for members and prospects;
  • Leading and managing a team of digital experts and work collaboratively with internal partners, Senior Leadership, external vendors, and IS and Operational support when appropriate;
  • Managing the Digital Engagement team with a focus on User Experience, Content Strategy, Web Analytics, and of course ecommerce and revenue generation;
  • Identifying opportunities within the digital sales/ecommerce space in order to help shape the digital commerce strategy to drive rapid growth;
  • Bringing an innovation mindset and solid understanding of consumer behavior in the digital space to set the client up for success within the financial services ecommerce ecosystem;
  • Evaluating existing KPIs, historical analytics, and industry data to formulate a comprehensive operational plan to drive revenue, conversion, and stabilize retention;
  • Leading the ecommerce customer experience, working with Brand, Marketing and Communications on the development of digital content and assets, implementing digital community-building initiatives that can strengthen engagement, conversion, retention and loyalty;
  • Driving digital traffic, conversion, and retention strategies and execution of day-to-day plans, continually working to optimize the digital storefront(s) and touchpoints;
  • Expert knowledge of product/program development, effective scope planning, cost estimating, financial and budget management, implementation and strategic analysis;
  • Providing strategic leadership and planning for all ecommerce and sales reporting including traffic analysis, member behavior, and purchase path data analysis;
  • Working with Marketing, Sales, and Merchandising Teams to ensure cross channel alignment on business results, product, and consumer digital marketing initiatives;
  • Partnering with the Brand, Retail and Business Sales teams to define a digital sales strategy and approach which considers strong user experience, taxonomy, campaigns, new product launches, and merchandising;
  • Working closely with the Sales/Operations teams to identify gaps in current processes and systems, focusing on the enhancement of sales productivity;
  • Creating scalable and repeatable operational processes to improve the efficiency of bringing new product offerings into the Digital Sales pipeline;
  • Partnering with Data Insights and BI team/s for analytics and reporting to build out required capabilities supporting Digital Sales;
  • Driviing data and analytics strategy to ensure end-to-end Digital Sales reporting and decision making;
  • Actively monitor, analyze and report on the health of the Digital Sales contribution to pipeline;
  • Liaising between Digital and Executive Leadership to report on Digital Sales successes and weaknesses;
  • Managing and leading vendors supporting digital engagement and e-commerce initiatives;
  • Supporting the development of a content strategy for the ecommerce platforms and components, ensuring content is effectively shared and implemented across channels to support sales activities;
  • Managing the scope of work (backlog) for the ongoing maintenance and support of digital sales channels through the effective prioritization of business requirements for the ecommerce product value streams;
  • Providing training and coaching to the Digital Engagement team and other cross-functional teams supporting the delivery and sustainment of digital engagement and sales applications and activities;
  • Offering encouragement and positive support to develop an environment capable of delivering optimum performance;
  • Acting as a thought leader for digital strategy and sales within and across the broader company;
  • Developing and supporting business cases for strategic initiatives and various development projects;
  • Documenting new and existing processes and introduce process enhancements and recommendations;
  • Analyzing and monitoring the ecommerce services, market trends, and customer requirements effectively;
  • Interacting with stakeholders and subject matter experts across the organization, always remaining open to work closely with them to understand their needs and opportunities;
  • Engaging as needed with other subject matter experts on their requirements, identifying their unique needs and value, acquiring business decisions to support the scope and success of project work;
  • Translating business requirements effectively, developing functional specifications which satisfy the business needs and translate modifications for the delivery resources within the value streams;
  • Supporting business case development for new opportunities outside of the Digital Engagement space, participating in planning and scoping of other digital projects and work directed or requested by the senior leadership team and additional lines of business;
  • Developing strong relationships and solid understanding of our partners in Operations and Business areas and what they need to succeed in our Digital channels; and,
  • Some travel may be required (< 10% of total time) with some overtime/extra hours may be required.  Weekend or evening support for releases and product support may be required.

Skills and Qualifications

The qualified candidate must have:

  • A Bachelor of Science Degree in Computer Science, Human Computer Interaction, Business Management or Commerce, Visual Arts, Graphic Design would be an asset or related work experience in digital and ecommerce delivery and management;
  • Ten plus (10+) years of experience in product management, product marketing, digital marketing or digital sales;
  • Five plus (5+) years of experience at a senior-level Digital Commerce, Merchandising, Operations, and/or Digital Marketing position working with major ecommerce platform and corporate website operations;
  • Demonstrated knowledge of overall web site design, including usability, user-centered design principles, industry standards, information architecture and navigation experience in SEO, Web Marketing, Social Media and Content Management;
  • Strong understanding of key digital marketing levers (paid, earned and owned) including but not limited to search, email, affiliates, display and social media;
  • Experience working with Marketing Automation platforms (i.e. HubSpot, Marketo, etc.) automation processes and marketing automation outsourcing partners;
  • Excellent team building and leadership skills with a demonstrated ability to effectively lead and coach technical and non-technical teams;
  • Strategic thinking and influencing skills with strong analytical, prioritization, problem solving and negotiation skills to resolve difficult and sometimes controversial issues;
  • Excellent oral and written communications skills and ability to effectively communicate with individuals from various organizational functions and levels of seniority;
  • Thorough knowledge of product/program development, effective scope planning, cost estimating, financial management, implementation and strategic analysis;
  • Experience and understanding of financial products, member facing channels such as online, mobile or contact center and other banking knowledge preferred;
  • Demonstrated ability to work independently with limited supervision;
  • Strong financial, budgeting and competitive analysis skills;
  • Excellent understanding of digital engagement technologies (ecommerce and digital sales related); and,
  • Strong passion for member experience.

Don’t miss out on this opportunity, apply online today!

Eagle is an equal opportunity employer and will provide accommodations during the recruitment process upon request. We thank all applicants for their interest; however, only candidates under consideration will be contacted. Please note that your application does not signify the beginning of employment with Eagle and that employment with Eagle will only commence when placed on an assignment as a temporary employee of Eagle.

  • Posted On: November 04, 2019
  • Job Type: Permanent
  • Job ID: 64132
  • Location: Edmonton AB