Web Channel & UX Marketing Manager

Grant Thornton 10/31/2019 10:02:37 AM
JOB ID: 045065 Specialty:
Charlotte, North Carolina




Reporting to the Head of Digital for Grant Thornton U.S., the Manager of Digital Customer Experience will lead our public facing web channel. You will be directly responsible for driving our digital customer experience strategy and execution, leading our web channel product management, and materially contributing to the day to day management and optimization of our internet presence with the goals of driving world-class customer engagement, lead generation, and brand/service offering awareness. You will collaborate with a variety of stakeholders across the firm and agencies, and lead a growing team of five offshore resources to deliver and manage the experience.
Work in-conjunction with other stakeholders to develop digital customer experience strategies to deliver a best in class and highly personalized experience that grows brand and service offering awareness and compels visitors through the integrated marketing and sales funnel
Deliver business needs and requirements to offshore team to implement the experience, and program manage the implementation effort ensuring a quality product with on-time delivery and effective communications with stakeholders
Work in-conjunction with Digital Performance Marketing to deliver experiences that will engage and convert the traffic generated from our paid and non-paid activation
Work in-conjunction with Digital Performance Analytics team to conduct periodic channel forecasting and measurement for traffic, engagement, conversion, and other KPIs. Execute counter measures to improve performance based on insights. Present web channel performance to key stakeholder groups
Work in-conjunction with our business technology team and technology partner to ensure stable and optimal performance of our digital platform
Translate our marketing and digital strategies into a roadmap to inform and steer digital experience enhancements and align organizational efforts
Proactively identify opportunities for innovation & incremental business opportunities. Develop business cases, gain endorsement and execute
Lead the definition and prioritization of website enhancements and platform investments based on potential revenue and marketing impact
Establish new web channel platform capabilities and weave them into the fabric of the marketing organization
Manage web channel related backlog and projects
Facilitate communication and strategic alignment across marketing disciplines and stakeholder groups
Serve as an internal digital customer experience expert to make recommendations and steer strategic decisions
Own and continuously evolve our digital visual identity and provide guidance to others across the firm and to agency partners on the proper application
Lead UX design and user validation testing, and collaborate with Content and Creative teams as well as agency partners to create the designs and source copy and digital assets from them
Contribute to the creation of the Digital team’s overall digital strategy and be accountable for achieving our goals
Ensure website operations run smoothly, SLAs are defined, measured and achieved, and all resources are fully utilized
Support the search engine optimization efforts of our content and ensure the website is optimized in support of those efforts
Ensure ongoing optimization of our website onsite search and make recommendations for experience improvements
Ensure the experience and platform are compliant with all data privacy and accessibility standards
Conduct competitive benchmarking, analysis, and monitoring
Develop proactive and strategic website experience test and optimizations
Lead, recruit, motivate, and mentor a high performing and team of five offshore resources spanning content management, front-end development and CX/UX design roles. Instill digital customer experience best practices and nurture their career growth
Establish and ensure effective execution of web channel operational activities via off-shore resources, internal business technology representatives, technology/hosting partners, and agency partners
Identify workflow optimization opportunities within and across teams. Create processes to improve efficiency, ultimately driving additional business value for the company
Define, socialize, and establish digital customer experience best practices, standards, and policies
Create and provide training on digital customer experience capabilities
Forecast, plan, and track digital customer experience budget needs
Manage agencies, implementation partners, and platform/tools vendors
Partner with business technology peers to plan and execute against our website roadmap



10+ years of experience in web channel management

6+ years of experience in team management

3+ years of experience managing offshore teams


Proven success of leading web marketing from strategy to implementation for a large brand or portfolio of reputable brands in a complex environment (B2B preferred)

Experience with implementing and managing enterprise scale websites based on Sitecore

Experience with managing and optimization day to day web channel operations and establishing and delivering on SLAs

Experience with A/B testing tools and optimizing digital experiences and landing pages

Experience with delivering a digital customer experience across a variety of screen formats and devices

Experience with leveraging analytics tools such as Google Analytics

Experience with UX design best practices, processes, and tools

Experience with onsite search tools and optimization search results to drive findability and engagement

Experience with integrating marketing automation and CRM platforms such Marketo and Microsoft Dynamics

Experience with selecting and procuring platform technologies and tools based on business needs

Experience with onsite search tools, especially Coveo

Experience with creating HTML, styles sheets, and front-end scripting

Experience writing, editing and crafting presentations that answer complex questions, clearly communicate findings, facilitate discussion and foster action

Experience with customer segmentation, and personalization and targeting best practices

Excellent listening, interpersonal, written, and oral communication skills

Logical and efficient, with keen attention to detail

Highly self-motivated and directed

Ability to exercise independent judgment and take action on it

Ability to effectively prioritize and execute tasks while under pressure; maintains constant awareness of deliverables

Strong customer service orientation

Ability to inclusively and pro-actively lead, influence and motivate individual contributors across a highly matrix environment

Experience establishing and optimizing offshore operations


BA or BS in Advertising/Marketing/Information Technology, or related degree or equivalent experience

Grant Thornton LLP promotes a nationally recognized culture of health and offers an extensive array of benefits to meet individual lifestyles. For a complete list of benefits please visit http://www.gt.com/.

Founded in Chicago in 1924, Grant Thornton LLP (Grant Thornton) is the U.S. member firm of Grant Thornton International Ltd, one of the world’s leading organizations of independent audit, tax and advisory firms. Grant Thornton has revenue in excess of $1.56 billion and operates 58 offices across the United States with more than 565 partners and 8,000+ employees.
Grant Thornton works with a broad range of publicly and privately held companies, government agencies, financial institutions, and civic and religious organizations. Core industries served include consumer and industrial products, financial services, not-for-profit, private equity, and technology. Grant Thornton focuses on serving dynamic organizations that pursue growth holistically — whether through revenue improvement, leadership, mission fulfillment or innovation.

It is Grant Thornton’s policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability or any other characteristic protected by applicable federal, state or local law.

Requisition ID: 045065

Charlotte, NC
Charlotte, North Carolina