At a Glance
- Tasks: Lead a team to enhance digital customer experiences for top brands.
- Company: Join a leading digital-first media agency with a supportive culture.
- Benefits: Enjoy flexible working, competitive salary, and a tailored benefits package.
- Other info: Diversity and inclusion are at our core; we welcome all applicants.
- Why this job: Make a real impact on client success while growing your career in CRO and UX.
- Qualifications: Strong knowledge of CRO, UX, and excellent communication skills required.
The purpose of this role is to lead and manage the implementation and execution of CRO strategies and the day-to-day communication with clients to help achieve their goals.
Introduction to the dentsu Optimisation & UX team: We are part of one of the world's largest digital-first end to end media agencies, and offer CRO & UX to some of the world's top companies. We run our team as a smaller agency so you get the security of a large agency network, and the autonomy of an independent agency. You will be part of a close-knit team of specialists that work together to create customer focused strategies to improve our clients’ website experiences. We are growing our CRO department and are looking for people to lead our CRO and UX projects. Our clients include Specsavers, Asda, Dr Martens, Honda, Pets at Home, People’s Postcode Lottery, Jurys Inn and more.
Key responsibilities:
- Manage a team of CRO & UX specialists that offer end-to-end Optimisation & UX delivery across clients.
- Be the senior escalation point for your team and clients, with the support of the senior leadership team.
- Oversee a portfolio of client accounts, providing guidance to the teams leading each account.
- Review your teams' client strategies, ensuring they align with long-term client objectives.
- Be accountable for your clients, determining potential threats and finding solutions.
- Lead annual, quarterly and monthly reviews for clients, communicating the success of our optimisation programmes.
- Instill a culture of evidence-based approach to website optimisation throughout the team.
- Direct resource planning for your team, working with the Strategists to set deadlines and prioritise activity.
- Build relationships with our wider agency teams; such as PPC, SEO, Social, Affiliates, Analytics etc.
- Find areas for revenue growth, increasing client investment, and cross-sell opportunities.
- Organise and deliver training sessions for all members of the team.
- Analyse our proposition and work with your team to advance our services.
We are looking for:
- Comprehensive knowledge of CRO and UX, covering A/B-testing, personalisation and UX projects.
- Excellent communication skills, able to lead difficult client calls/meetings at short notice.
What we offer:
- This is a permanent role.
- The team is based in our London office but operates under flexible working arrangements.
- Competitive salary and a benefits package that you can tailor to your needs.
Inclusion and Diversity: At Dentsu, we embrace diversity and inclusion, valuing the unique perspectives and contributions of every individual. We believe that diversity fuels creativity and innovation, benefiting our employees, partners, and communities. We welcome applications from all individuals, regardless of race, ethnicity, nationality, religion, gender, gender identity, sexual orientation, age, disability, marital status, or any other protected characteristic.
We recognise the importance of work-life balance and are open to discussing flexible working arrangements for all roles.
Manager, Digital Customer Experience in London employer: Dentsu
Dentsu is an exceptional employer that champions creativity and innovation in the heart of London. With a strong commitment to inclusion and diversity, employees enjoy a supportive work culture that fosters professional growth through continuous learning opportunities. The hybrid working model allows for flexibility, making it an ideal environment for those looking to thrive in the dynamic field of influencer marketing while enjoying a comprehensive benefits package.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Digital Customer Experience in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dentsu. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dentsu before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Digital Customer Experience in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dentsu:Your cover letter is your chance to shine! Tell us why you want to work at Dentsu specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dentsu!
How to prepare for a job interview at Dentsu
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
