Digital Experience Manager (with focus on CRO)

Radisson

  • Madrid
  • Permanente
  • Tiempo completo
  • Hace 5 días
As a Digital Experience Manager, you will manage strategic initiatives aimed at enhancing the end-to-end digital customer journey across web and mobile platforms. With a strong foundation in Conversion Rate Optimization (CRO) and User Experience (UX) and Digital Experience Analytics, you will play a key role in shaping the direction of our digital products and driving long-term value through improved performance and customer satisfaction.This role requires a strategic mindset, strong analytical skills, and the ability to manage complex and diverse projects. You will oversee the identification and prioritization of optimization opportunities, support the design and implementation of A/B tests, and ensure that all digital journeys meet performance and UX standards. Your work will contribute directly to improving customer satisfaction, digital experience quality to increasing direct revenue.The person in this position thinks customer first, is analytical and is directly responsible for driving a best-in-class online customer experience, activating continuous improvement culture to enhance the Radisson Hotel Group e-commerce website and apps.It is the Digital Experience Manager responsibility to analyze the customer journeys, and look for improvements that increase the customer satisfaction and increase the direct revenue. This process includes analysis, creative thinking, and design of new experiences (Adobe Analytics and Excel skills required), follow-up, and delivery of the projects under your supervision.You will be responsible for ensuring that all the customer journeys comply with UX standards and perform as expected, and you are able to monitor the performance and take action if any of those standards are not met.As a Digital Experience Manager, you must have excellent project management and time management skills, be able to identify and solve problems effectively, understand how to mitigate risk factors, and ultimately have excellent interpersonal skills to interact with the team and communicate results.You will be part of the Digital Experience team, a digital-savvy and motivated group of people strongly focused on reaching the company's KPIs through the optimization of web performance and mobile experience and always looking for continuous ways to innovate the digital landscape with an omnichannel view. For these reasons, a certain level of technical skills and the ability to think outside the box are required.Experience in managing web and mobile developments (enhancements, incidents/bugs) and working are highly appreciated.A demonstrated experience in Digital Analytics and conversion rate optimization from a previous role is necessary.As a Digital Experience Manager, you will work with the rest of the Digital Experience team members on the Radisson Hotel Group websites. You will help shape the company's future digital products.Are you ready to embark on this journey?Responsibilities:
  • Ensure that we have the best Digital experience possible for the customer
  • Monitor the Web and App customer Journeys and transform any business insight into practical web and app improvements
  • Being part of the Conversion rate optimization team. Actively participating in the A/B testing activity
  • Engage the customers digitally, analyze the experience through the Digital Analytics and the Digital Experience Analytics tool.
  • Ensure that customers have a good experience at every touchpoint with the company, to build customer retention and loyalty.
  • Help with the Web support, maintenance and enhancements of the current websites looking for quick wins and opportunities
  • Create deliverables to define new experiences (feature specification, user workflows, user stories, product roadmaps, etc.)
The successful candidate will:
  • Analyze customer journeys and understand digital analytics and Digital Experience Analytics tools (including data visualization, understanding heatmaps, and creating dashboards to monitor performance effectively).
  • Deliver a best-in-class User Experience, increase the conversion rate and retention for the Web/App, and ensure that the websites have the best support to maximize the main KPIs.
  • Create a culture of continuous improvement, quality, and execution through.
  • Maintains a favorable working relationship with other corporate teams inside Radisson Hotel Group to foster and promote a cooperative and harmonious working climate that will be conducive to maximum employee morale, productivity, and efficiency
  • Communicates openly and both verbally and in writing. Self-reliant, working with minimal control and direction
  • Expresses confidence in their ideas and networks with others, earning credibility and trust.
  • Agile and result-oriented; “Yes I can” attitude; good team player; eye for detail; passion for the travel industry.
Requirements:
  • University degree.
  • 4 years of Experience in Digital Analytics, UX, A/B testing and Personalization tools. Be part of a previous team managing brand websites and apps projects, better if integrating a ecommerce.
  • Fluency in English.
  • Certifications or demonstrable knowledge from Adobe Analytics, Quantum Metric, Dynamic Yield, or any digital certified schools in the Digital Analytics and UX domain are highly considered.

Radisson