Digital Experience Manager

We are hiring for a Digital Experience Manager to be based in our Dubai office for the Audi brand. In this role, your main goals will be to:

• Develop, maintain and rollout projects for Audi's current online presence touchpoints, including, but not limited to: Brand websites, used cars websites, and in conjunction with IT, manage the e-commerce portals for key markets.
• Work closely with the brand and dealers to deliver effective, targeted, and measurable online campaigns to customers in the Region, develop online experiences to boost customer engagement and ensure a future proof user journey In line with wider strategic goals.
• Ensure that CRM programme benefits from stable and clean data funnels emanating from all front-end activities.
• Ownership of ensuring the highest quality of customer experience exists across the brand and its dealers online portals.

MAIN RESPONSIBILITY

Brand websites:

• Own the creation, development, maintenance, and measurement of a best-in-class customer journey online and customer experience for Audi customers in the ME region.
• Ensure the customer experience meets brand expectations across the different portals.
• Continue to evolve the content and journey experience in line with customer feedback, industry and out of industry data and insights.
• Ensure a shared and agreed customer journey is developed which matches the requirements of the Global Audi Strategy and the input of the partners in the region.
• Work and liaise closely with digital agency for all tasks related to online touchpoints, lead funnels, campaign landing pages, online configurators, up to date assets, and all requirements related to brand websites.
• Ensure that the used car portals match and meet all brand standards and user expectations, for successful marketing campaign development.
• Conceptualize, develop, and implement a reporting structure on a monthly and quarterly basis for all online portals and activities focusing on usage, user journeys, insights, and future recommendations.
• Development, implementation, and management of an always on retail offers programme on all brand online platforms, including, but not limited to process and project management with markets, agencies and internal stakeholders with sales and brand KPIs and targets in mind.

CRM:

• Steering and deploying direct marketing activities.
• Campaigns to generate leads in both Sales and Aftersales
• Measure and improve the online conversion funnel and effectiveness of all campaigns across the brand and dealers.
• Manage and optimize lead processes to improve Customer Experience and increase lead conversion ratios.
• Develop, implement, and continually optimize customer experience online to encourage brand advocacy and repurchase.
• Provide support to dealers in region with their campaign activity (market required landing pages for campaigns, etc) and in the implementation of applicable regional brand strategy narratives across all online contact points.
• Deliver Measurement and reporting on impact of campaigns and taking ownership to improve effectiveness of campaigns over time.
• Work with the CRM Systems Executive and Digital agencies to maximize the effectiveness of Audi's CRM and marketing automation platforms.

Agency and campaign management:

• In collaboration with marketing colleagues and department head, monitor results of the marketing campaigns through identified dealer KPIs and include in digital reporting.
• Co-steering and co-management of creative and media agencies in association with department head and colleagues to develop and perform campaigns.
• Steer and govern all Arabic brand requirements, language and tone.
• Ensure Audi AG and Audi Middle East marketing strategies are effectively translated at local level through close cooperation with agency partners and stakeholders.

KEY COMPETENCIES & QUALIFICATIONS

For you to be successful for this role, you must possess below attributes:

• Bachelor's degree in Business, Marketing, Economics, IT, or related field.
• Extensive CRM communications experience and demonstrated CRM strategic ability.
• Proven track record with initiation, briefing, development and execution of CRM initiatives.
• Experience managing CRM & Digital agencies/ suppliers to support CRM activity.
• Understanding of CRM systems and marketing automation platforms (e.g. Salesforce, Marketo).
• Exceptional project and stakeholder management skills.
• Strong written, verbal, and interpersonal communication skills.
• Ability to analyse and interpret customer data to provide insights and recommendations for improved CX.
• Exceptional eye for detail.
• Performance drive and autonomous nature.
• Fluency in English Language, analytical, methodical, precise, innovative.