Position Title
Assistant Manager, Digital Experience
Reporting To
Manager, Digital Experience & Performance Marketing
Position Summary
This position is responsible for driving the execution and continuous optimisation of Enrich’s digital platforms, customer journeys, and engagement initiatives. The role ensures that digital strategies are translated into effective implementation across web, app, and CRM touchpoints, delivering seamless, user-centric experiences that enhance engagement, conversion, and customer satisfaction. Operating within defined strategic direction, the position coordinates cross-functional teams, manages digital initiatives, and leverages data insights to improve platform performance and Customer Effort Score (CES).
Key Accountabilities
- Digital Experience Delivery Accountability - Accountable for the execution and optimisation of Enrich’s digital platforms and initiatives to ensure seamless, engaging, and user-centric member experiences.
- Digital Platform & Journey Optimisation - Drive continuous improvement of web, app, and digital touchpoints by identifying friction points, enhancing usability, and improving overall customer journeys.
- Campaign & Personalisation Implementation - Manage the execution of lifecycle campaigns and personalisation initiatives to drive engagement, conversion, and member retention.
- Digital Performance & Insights Management - Analyse digital performance metrics, user behaviour, and CES insights to identify opportunities and implement data-driven enhancements.
- Customer Feedback & Issue Resolution Oversight - Manage digital-related feedback and issue resolution frameworks to ensure timely closure and drive systemic improvements.
- Cross-Functional Coordination - Coordinate with internal teams (e.g., Marketing, IT, Product, Analytics) and vendors to ensure alignment and effective delivery of digital initiatives.
- Process Improvement & Experience Enhancement - Identify gaps in digital processes and customer journeys, and implement improvements to enhance operational efficiency and user experience.
- Digital Governance & Compliance - Ensure adherence to digital governance, data privacy, and security standards across all digital platforms and initiatives.
- Team Guidance & Delivery Oversight - Provide guidance and prioritisation to team members, ensuring consistent delivery of digital initiatives and achievement of KPIs.
Qualifications / Areas of Experience
- Bachelor’s Degree in Digital Marketing, Information Technology, Business, or a related field.
- Certifications in CRM platforms, digital analytics, UX/UI, or digital marketing tools are an advantage
- Minimum 4–6 years of experience in digital experience, CRM, digital marketing, or related roles. Experience in loyalty or rewards programmes is an advantage
Areas of Experience
- Experience managing digital platforms, customer journeys, or digital campaigns in a B2C environment
- Familiarity with web/app analytics tools (e.g., Google Analytics, Adobe Analytics)
- Experience with CRM systems, lifecycle marketing, and personalisation initiatives
- Exposure to CMS platforms and basic understanding of digital technologies (HTML, APIs, integrations)
- Experience working with cross-functional teams and external vendors
Personality Traits
- Customer-focused with strong attention to detail
- Analytical and solution-oriented mindset
- Strong coordination and stakeholder management skills
- Proactive, adaptable, and able to manage multiple priorities
