Manager, Digital Experience

Center for Community Self-Help
May 3, 2022
Durham, North Carolina
Job Type


Job Description

Self-Help is seeking a Manager, Digital Experience to join our Marketing and Communications team! The Manager, Digital Experience is responsible for driving organizational goals, objectives, and strategies with web and digital technologies. This individual will provide strategic expertise in digital marketing and digital communication tools and will manage the execution of Self-Help’s digital strategy and initiatives, including websites, mobile, email, SEO/SEM, events, digital advertising and more.

Essential Responsibilities:

Provide big-picture expertise in digital marketing and digital strategy and ensure that Self-Help’s digital properties are up-to-date, high-quality, modern and aligned with best practices.
Use systems thinking and strategic thinking to guide Self-Help’s use of digital tools to help achieve organizational goals in lending, membership growth, member engagement, customer service, brand awareness, funding, impact and more.
Use deep knowledge of best practices in user experience to regularly improve the user experience of our websites and other digital properties.
Manage all Google Analytics, digital dashboards, and other digital metrics. Proactively use Google Analytics and other analytics data to evaluate campaigns; provide insights and guidance; and adjust and enhance web design, content, and functionality.
Develop and execute SEO/SEM strategies to support various marketing and communication goals.
Lead strategic efforts with Google Ads and other digital advertising platforms in support of organizational and marketing/communication goals.
Contribute to the continued development and improvement of Self-Help’s intranet, “Connect,” including sharing expertise around user experience.
Serve as a Subject Matter Expert on digital best practices and digital tools and Strategies.
Evaluate emerging technologies and provide thought leadership and perspective for adoption where appropriate.
Stay knowledgeable about current digital solutions, tools and trends and provide guidance for Self- Help on when and how to integrate them.
Stay in communication with Self-Help’s IT team to support their expertise in maintaining all necessary website security and ensuring that all appropriate security measures are enabled.
Proactively engage with IT Team members and stay attuned to Self-Help's overall IT issues, strategy and direction.
Develop and maintain policies, procedures, and guidelines to govern digital activities.
Develop and manage the execution of digital strategy for all Self-Help entities and initiatives. This will include:
Plan, implement, manage, monitor, and upgrade websites.
Ensure that code is developed as needed to maintain and improve the functionality of Self-Help’s websites, including regular updates as needed to HTML, CSS and JavaScript. This may involve work with outside development partners as needed.
Manage a wide portfolio across the company’s digital ecosystem, including web, email and mobile properties.
Lead, develop, and manage organization-wide digital strategies that impact our member, investor and partner experience.
Collaborate with colleagues in our IT, credit union operations, and application support teams to contribute to user experience improvements in our online and mobile banking platforms.
Ensure the timely delivery, either through others or through personal handling, of all digital initiatives including large scale web implementations, microsites, landing pages and more.
Lead our email marketing strategy and ensure high-impact use of email marketing as an effective channel.
Initiate collaboration and communication with IT to ensure timely delivery of digital solutions that involve both teams.
Work with the Media Relations team and other colleagues to support their leadership of our social media program and provide technical expertise as needed.
Work with other colleagues to integrate our social media channels with other digital tools.
Collaborate with staff and management to ensure that all digital properties align with brand strategy and meet the organization’s standards.
Conduct content audits to eliminate redundant, outdated or incorrect information on websites.
Collaborate with colleagues to ensure that all website content and functionality is high-quality and is aligned with the organization’s strategy.
Manage, develop and mentor a team of Online Marketing & Communication Associates.
Develop team and individual goals designed to support and ensure achievement of organizational strategies.
Manage 3rd party vendor relationships, contracts, and technologies. Act as lead project manager and lead vendor contact for digital projects involving third party vendors.
Act as a change agent to drive Self-Help’s economic inclusion initiatives by integrating supplier diversity and the use of businesses owned by women and people of color in third party contracting and vendor management for relevant products and services
Perform other duties as may be deemed necessary.

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