Digital Customer Experience Manager

Grant Thornton Advisors LLC and Grant Thornton Ireland (GT) have recently come together to form a powerful multinational, multidisciplinary platform that delivers premier advisory, tax, and independent audit services. With $2.7 billion in revenues and nearly 60 offices across the U.S., Ireland, the UAE, and other territories, our combined platform brings enhanced solutions and capabilities supported by cutting-edge technologies and a team of nearly 13,000 quality-driven professionals.

Grant Thornton Ireland contributes nearly 3,000 people across 9 offices in Ireland, the Isle of Man, Gibraltar, and Bermuda, and is part of a global network of over 68,000 professionals spanning more than 149 countries. Together, we offer a truly global reach backed by deep local knowledge and national expertise.

By joining forces, we strengthen our ability to act as trusted advisors who make business more personal — investing in relationships and empowering clients to make the right decisions for their organisations today and into the future. Whether working with the public sector to build thriving communities, partnering with regulators and financial institutions to build trust, or supporting diverse businesses to achieve their goals, Grant Thornton now provides a singular, seamless client experience grounded in collaboration, innovation, and a shared commitment to the issues that matter most.

At GT Ireland we don’t just predict your future, we build it.

A Career at GT

Looking for a more fulfilling role in professional services? One where fresh thinking, collaboration and diversity are valued? At Grant Thornton we do things differently.

What does this mean for you?

A career in a more inclusive working environment, a more collaborative work culture, a more supported, flexible working role, more possibilities to grow and more opportunities to help shape the future for your clients. We respect and value your experience. And we want you to bring your authentic self to work and be at your best. It is how it should be.

Grow with us

At Grant Thornton, we care about our people and work hard to make you feel valued. If you are looking to deepen and develop your skills, knowledge, and experience throughout your career, then that is what you will get, and more.

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 materially 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 a variety of stakeholders including an eight-person team of offshore resources to deliver the experience.

Your work will be 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 in collaboration with various stakeholders across our firm to deliver a best in class and highly personalized experience that grows brand and service offering awareness and compels visitors through the integrated marketing and sales funnel
Work in-conjunction with other marketing functions to build a world class web presence to support branding and campaign efforts and deliver upon stated goals
Work in-conjunction with GTM Analytics to conduct periodic channel forecasting and measurement for traffic, engagement, conversion, and other KPIs. Execute counter measures to improve performance based on insights. Present web channel performance to key stakeholder groups
Conduct regular quality assurance reviews across sites (accessibility, performance and health checks).
Contribute to the definition and prioritization of website enhancements and platform investments based on potential revenue and marketing impact
Manage web channel related projects and initiatives
Facilitate communication and strategic alignment across marketing disciplines and stakeholder groups
Serve as an internal digital customer experience expert to make recommendations and steer strategic decisions
Participate in UX design and user validation testing, and collaborate with Content and Creative teams to support the design process
Participate in the search engine optimization efforts of our content and ensure the website is optimized in support of those efforts
Ensure ongoing optimization of our website onsite search and make recommendations for experience improvements
Ensure website content and structure is search engine optimized and make recommendations for experience improvements
Ensure website meets WCAG accessibility requirements and make recommendations for experience improvements
Conduct competitive benchmarking, analysis, and monitoring
Develop proactive and strategic website experience test and optimizations
Help ensure effective execution of web channel operational activities via combination of on/offshore resources and agency partners
Identify workflow optimization opportunities within and across teams. Create processes to improve efficiency, ultimately driving additional business value for the company
Contribute to budget planning
Manage agencies, implementation partners, and platform/tools vendors
Partner with business technology peers to plan and execute against our website roadmap

Skills and Attributes:

5+ years of experience in web channel management, experience in team management/ experience managing offshore teams
Demonstrated experience contributing to web marketing initiatives for reputable brands within a complex environment (B2B preferred).
Experience with managing and optimization day-to-day web channel operations and establishing and delivering on SLAs
Experience with implementing and managing enterprise scale website content management platforms such as Adobe Experience Manager or Optimizely
Experience with A/B testing tools such as Adobe Target and optimizing digital experiences and landing pages
Experience with delivering a digital customer experience across a variety of screen formats and devices
Experience with UX design best practices, processes, and tools
Experience with onsite search tools and optimization search results to drive findability and engagement
Experience with selecting and procuring platform technologies and tools based on business needs
Experience with creating HTML, styles sheets, and front-end scripting
Experience using Microsoft 365 Office tools
Experience writing, editing and crafting presentations that answer complex questions, clearly communicate findings, facilitate discussion and foster action
Experience with customer segmentation, and personalization and targeting best practices
Excellent listening, interpersonal, written, and oral communication skills
Logical and efficient, with keen attention to detail
Highly self-motivated and directed
Ability to exercise independent judgment and take action
Ability to effectively prioritize and execute tasks while under pressure; maintains constant awareness of deliverables
Strong customer service orientation
BA or BS in Advertising/Marketing/Information Technology, or related degree or equivalent experience

Life at GT

Reward and benefits:

Our reward and benefits are designed to create an environment where our people can flourish. We are committed to building a culture where our people have access to the necessary benefits to help promote a healthy lifestyle and thrive.

Equity, diversity and inclusion
At Grant Thornton, we provide equitable opportunities for all our colleagues. We are a responsible, sustainable business where equity, diversity and inclusion (ED&I) is at the forefront of our workplace culture agenda, and today, we continue to build and develop on our existing ED&I structure and strategy to meet our workplace culture needs. People are at the heart of our business and teams built with varied backgrounds, racial differences, cultures, sexual orientations, religious orientations, ages, gender identities, abilities and family types present diverse viewpoints, which need to be heard and valued.

We are all at our best when we are able to be ourselves and we view integrity and authenticity as integral values to bring to our day-to-day work-life at the firm. We are excited to see the personality and perspectives you will bring to our team because we know we will all benefit from them. Diversity of thought, background and experience enables better decision-making, improves the quality of our delivery, and helps us to meet the needs of our clients. Our firm is built on people and their ideas, so we want to hear all the new perspectives and fresh thinking you have to offer. You form the bedrock of our firm’s best-practice principles and we will champion you as leaders from day one.

Recognition:

We want to create a culture of recognition and celebrating success, by saying thank you to people who surpass our expectations and recognising the right values and behaviours. Our Shout Out recognition scheme is our way of highlighting and promoting achievements. Whether you simply want to say thank you, celebrate a special occasion or give an award for doing something exceptional, you can do all of this and more through the scheme.

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Digital Customer Experience Manager

Job Description