Digital Customer Experience Manager



  • We're looking for a Digital Customer Experience Manager (6 Months FTC) to join our team in London as part of our Marketing function
  • You will be reporting to the Head of Digital Strategy you will be a key member of the Digital Marketing (DM) team
  • The Digital Marketing team is a central function within Ascential supporting a number of market leading businesses
  • You will be expected to work directly with the relevant stakeholders within these businesses
  • Due to the bespoke requirements of each business, the projects are varied so you should be effective at multitasking and prioritising your workload
  • Own customer experience projects for the brands you will cover
  • Own A/B testing (email, web, landing page, forms) current and backlog projects for the brands you will cover
  • Work with the Marketing Automation team to plan and execute your nurture campaigns partnering with your brands
  • Focus on program optimisation to keep improving digital marketing results
  • Work with the Analytics team to identify key opportunities to improve CRO/Web performance and user experience for the brands you will cover
  • Operationalise strategic priorities. Translate high-level strategic priorities and opportunities into structured projects with clear KPIs and action plans for key functions
  • Track implementation. Confirm and establish measurement and review CX indicators on a regular basis with senior stakeholders of each function and agree actions to close performance gaps and drive customer—centric joined-up decision-making
  • Manage high-calibre cross-functional projects, manage mission teams to ensure fast realisation of the value for customers pragmatic execution including piloting/experimentation and effective roll-out
  • Putting the customer at the centre of all design decisions to build win/win solutions for customers and the business
  • Exceptional analytical and problem-solving skills, critical thinking
  • You stay on top of new trends and innovations in CX/UX designs and find ways to apply them to the projects
  • Confidence and communication skills to engage directly with the business stakeholders, and to explain your solutions to them in non-techie language
  • You can manage your own time effectively in a remote work environment
  • Management of a UX designer


  • Strong experience in Marketing project management or lead generation activities
  • Experience of project-management in large-scale organisations with digital mindset and/or consulting experience
  • Experience in A/B testing essential
  • Experience of working closely with Marketing Automation team to brief campaign needs
  • Experience of working closely with Digital Analytics team to define appropriate measurement frameworks and dashboards
  • Experience of Marketo a must to leverage platform for best practices in digital marketing
  • Salesforce experience would be an advantage
  • Proven track record of managing and influencing a group of diverse stakeholders at different levels of organisation, internal and external collaboration


  • 401K – Saving Incentive plan
  • Medical and Dental Insurance plans
  • Flexible Spending Accounts
  • Life Assurance and Disability insurance
  • Great learning and development opportunities
  • 15 days of holiday per year and an extra day for each year of service up to 20 days
  • 25 days of holiday - option to buy/ sell upto 5 days
  • Pension
  • Life Assurance and Income Protection
  • Volunteering opportunities and charitable giving options
  • Option to opt into the Ascential Shares Scheme
  • Flexible benefits platform with options including Private Medical, Dental Insurance, Critical Illness and the Ascential Shares Scheme
  • Employee assistance programme, season ticket loans and cycle to work scheme

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