Digital & Cx Marketing Manager

4 days ago

Jakarta, Indonesia Inchcape Full time

**What you'll do**:
The Digital CX Marketing Manager is responsible for designing, implementing, and optimizing digital customer experience strategies across **multiple brands** to enhance customer engagement, satisfaction, and loyalty. This role oversees digital touchpoints throughout the customer journey, ensuring seamless interactions, data-driven personalization, and alignment with each brand’s identity and the company’s overall business objectives.

**Digital Customer Experience Strategy**
- Develop and execute a comprehensive digital customer experience (CX) strategy to improve customer engagement and conversion across all online channels.
- Map customer journeys to identify key touchpoints and pain points, ensuring a seamless and consistent digital experience.
- Collaborate with cross-functional teams (Sales, IT, Product, Operations) to integrate digital CX initiatives into overall business processes.

**Digital Marketing & Campaign Management**
- Ensure campaigns are optimized for user experience, personalization, and measurable ROI.
- Coordinate with creative and content teams to deliver consistent brand messaging across all digital platforms.

**Customer Insights & Analytics**
- Utilize analytics tools to monitor customer behaviour, engagement metrics, and digital channel performance.
- Conduct A/B testing, collect feedback, and use data insights to continuously enhance customer experience.
- Present actionable insights and recommendations to the Marketing Director and senior management to drive decision-making.

**Technology & Platform Management**
- Oversee the management of CRM, marketing automation, and customer engagement platforms.
- Ensure digital platforms are optimized for user experience, mobile responsiveness, and integration with backend systems.
- Stay updated on emerging technologies, tools, and trends to maintain a competitive edge in digital CX.

**Stakeholder & Vendor Management**
- Manage relationships with external agencies, technology providers, and partners to ensure quality and timely delivery of digital initiatives.
- Collaborate with internal stakeholders to ensure digital CX strategies align with brand objectives and customer expectations.

**Compliance & Best Practices**
- Ensure all digital marketing activities comply with data protection regulations (e.g., GDPR, PDPA) and company policies.
- Establish and maintain best practices for digital customer engagement, content management, and data usage

**SKILLS AND EXPERIENCE REQUIRED**:

- Proven success in developing and executing digital CX strategies that improve engagement and conversion.
- Experience with marketing automation, CRM tools (e.g., Salesforce, HubSpot), and analytics platforms (e.g., Google Analytics, Adobe Analytics).

**QUALIFICATIONS**:

- Education: Bachelor’s degree in Marketing, Business, Digital Marketing, or related field
- Experience: 5-8 years of experience in digital marketing, CRM, or customer experience roles, preferably in FMCG, retail, or technology-driven industries.
- Technical Skills: Strong knowledge of digital marketing channels, UX/UI principles, and customer journey mapping.

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