Overview
Join to apply for the Digital Customer Experience Manager role at Grant Thornton Ireland.
Grant Thornton Advisors LLC and Grant Thornton Ireland (GT) have recently come together to form a multinational, multidisciplinary platform that delivers premier advisory, tax, and independent audit services. With substantial revenues and a global network, the combined platform brings enhanced solutions and capabilities supported by technology and a team of professionals. Grant Thornton Ireland contributes across offices in Ireland, the Isle of Man, Gibraltar, and Bermuda and is part of a global network of professionals. By joining forces, we strengthen our ability to act as trusted advisors and provide a seamless client experience grounded in collaboration, innovation, and core values.
At GT Ireland, we aim to build a future together with a more inclusive working environment, collaborative culture, and opportunities to grow. We value your experience and encourage you to bring your authentic self to work.
The Role
Reporting to the Head of Web for Grant Thornton U.S., the Manager of Web will drive digital client experience strategy and execution, lead our web channel product management, and contribute to the day-to-day management and optimization of our internet presence for our European websites. Your goals are to drive customer engagement, lead generation, and brand/service offering awareness. You will collaborate with stakeholders including an offshore team to deliver the experience. The work is hands-on, using CMS platforms and digital processes to maintain site structure, build landing pages, and implement best practices.
If you thrive in a fast-paced environment and are passionate about delivering engaging digital experiences, we’d love to hear from you.
Roles and Responsibilities
* Serve as the local primary point of contact for our European web sites
* Contribute to digital customer experience strategies with stakeholders across the firm to deliver a best-in-class and highly personalized experience that grows brand and service offering awareness and guides visitors through the marketing and sales funnel
* Collaborate with other marketing functions to build a world-class web presence to support branding and campaign efforts and deliver on goals
* Work with GTM Analytics to forecast and measure traffic, engagement, conversion, and other KPIs; apply counter measures to improve performance; present web channel performance to stakeholders
* Conduct regular quality assurance reviews across sites (accessibility, performance, health checks)
* Contribute to the definition and prioritization of website enhancements and platform investments
* Manage web channel projects and initiatives
* Facilitate communication and strategic alignment across marketing disciplines
* Serve as an internal digital customer experience expert to make recommendations and steer strategic decisions
* Participate in UX design and user validation testing; collaborate with Content and Creative teams
* Participate in SEO efforts and ensure the website is optimized to support those efforts
* Ensure ongoing optimization of onsite search and make recommendations for improvements
* Ensure website meets WCAG accessibility requirements and suggest improvements
* Conduct competitive benchmarking and monitoring
* Develop proactive and strategic website experience tests and optimizations
* Coordinate web channel execution with on/offshore resources and agency partners
* Identify workflow optimization opportunities and create processes to improve efficiency and value
* Contribute to budget planning
* Manage agencies, implementation partners, and platform/tools vendors
* Partner with business technology peers to plan and execute against the website roadmap
Skills and Attributes
* 5+ years of experience in web channel management, with experience in leading teams and offshore teams
* Experience contributing to web marketing initiatives for reputable brands in a complex environment (B2B preferred)
* Experience managing day-to-day web channel operations and SLAs
* Experience with enterprise-scale CMS platforms such as Adobe Experience Manager or Optimizely
* Experience with A/B testing tools such as Adobe Target and optimizing digital experiences
* Experience delivering digital customer experiences across devices
* Experience with UX design best practices and tools
* Experience with onsite search tools and optimization
* Experience selecting and procuring platform technologies based on business needs
* Experience with HTML, CSS, and front-end scripting
* Experience using Microsoft 365 Office tools
* Experience crafting presentations that communicate findings clearly and drive action
* Experience with customer segmentation, personalization, and targeting best practices
* Excellent listening, interpersonal, written, and oral communication skills
* Logical and detail-focused, highly self-motivated and directed
* Ability to exercise independent judgment and take action
* Ability to prioritize and execute tasks under pressure; aware of deliverables
* Strong customer service orientation
* BA or BS in Advertising/Marketing/IT or related degree or equivalent experience
Life at GT
Reward and benefits are designed to help our people flourish. We are committed to building a culture where our people have access to benefits that promote a healthy lifestyle and growth.
Equity, diversity and inclusion: We provide equitable opportunities for all colleagues and strive to embed ED&I in our workplace culture. We value diverse backgrounds, perspectives, and experiences and encourage you to bring your authentic self to work. Our firm emphasizes integrity and authentic leadership from day one.
Recognition: We celebrate success through our Shout Out recognition scheme, acknowledging achievements and promoting the values of the firm.
#IJ
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
Industries
* Professional Services
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