Senior Manager - Digital Performance - Australia Job Openings

Australia Job Openings

McMillan Shakespeare

Senior Manager - Digital Performance

Melbourne

FULL TIME

November 28, 2024

At MMS, our purpose is clear: To make a difference to people's lives. Guided by this commitment, we offer tailored solutions to clients and customers across our businesses in Australia and New Zealand. Our vision is to be your trusted partner, simplifying complexities and turning challenges into opportunities. Our diverse services – from salary packaging and fleet management to disability support – aim to enhance your financial wellbeing and empower your aspirations.

Through our subsidiaries, we offer a breadth of services and expertise designed to responsibly deliver superior long-term value to our clients and customers, which include Federal and State governments and some of the largest public and private sector, health and charitable organisations.

As the Senior Manager, Digital Performance, you will lead a team of 8 (5 direct and 3 indirect) to execute the digital performance strategy. With a specific focus on driving commercial outcomes, delivering great customer experiences, optimising digital channels in an integrated manner, and ensuring measurable success across platforms. This role balances planning with hands-on execution, supporting key business functions like marketing, sales and operations.

Digital Performance – Execution Leadership:
- Oversee the development, and implementation of digital performance strategic initiatives across all channels, including websites, mobile apps, and other digital touchpoints.
- Measure, track, and report on digital engagement, adoption, lead generation and sales conversions.
- Collaborate with cross-functional teams to align digital initiatives with broader business goals, driving growth, and improving customer experience.
Chat Channel Accountability:
- Lead the strategic and tactical management of the chat channel (chatbot and live chat) across all existing digital platforms as well as future multi-platform integration, ensuring seamless integration with sales and operations processes.
- Develop and implement a long-term optimisation roadmap for the chat channel, utilizing modern conversational AI tools.
- Audit and optimise chat customer journeys to enhance user experience, increase adoption, and achieve commercial targets.
- Leverage reporting dashboards to draw insights and track chat channel performance, using insights to refine strategies.
Stakeholder Management:
- Collaborate with Sales, Operations, and IT teams to ensure optimisation initiatives align with operational goals and enhance customer service offerings.
- Build relationships with internal teams to identify digital opportunities and ensure smooth execution of projects.
Customer Experience & Journey Optimisation:
- Conduct ongoing audits and customer journey mapping to drive continuous improvement across all digital touchpoints.
- Lead efforts to innovate customer interactions and improve user experience, including reducing friction in digital conversions.
Data-Driven Optimisation:
- Leverage data analytics and customer insights to inform decision-making and improve performance across digital channels.
- Recommend and implement enhancements to digital strategies based on data-driven results and industry best practices.
Vendor & Project Management:
- Manage relationships with third-party vendors and internal development teams to ensure timely delivery of digital enhancements and support.
- Ensure all initiatives are delivered on time and within budget, managing timelines, project risks, and quality control.
Emerging Technologies:
- Stay informed on the latest digital technologies, especially in AI, automation, and conversational interfaces, to keep the company ahead of trends and integrate innovations where relevant.

You will bring:

10+ years of experience in digital performance
Proven expertise in managing digital channels
Strong data analytics skills for performance optimisation
Desired: experience with AI-driven technologies in digital strategies
Leadership experience in managing cross-functional teams
Proficient in project management and delivering digital solutions
Excellent communication and stakeholder management skills
Experience with customer journey mapping and UX optimization
Vendor management experience in digital technology or platforms

What we can offer you:

Our strong people-first culture
Flexible/hybrid working to enhance your work/life balance
Novated lease benefits and discounts
12 weeks Paid Parental leave and access to our Parents Portal
Exempt Employee Share Plan
Paid Income Protection Insurance under MMSG default Super plan
Access to a broad range of learning and development programs
Career break and volunteering leave
Access to Employee Assistance Program and annual Flu vaccination
Lifestyle Rewards program

As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.

Please note all successful candidates will be required to undergo background checks.

We regret to inform you that this job opportunity is no longer available as it has expired

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