Digital Channel Manager

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1 Digital Channel Manager Business Unit: Customer Value Reporting to: Head of Customer Experience Direct Reports: None Date Created: April 2015 Purpose of the position The Digital Channel Manager is accountable for the development, delivery and ongoing management of the Fly Buys website and mobile apps. They will work with teams across the business to create an effortless customer experience that supports our business goals. Organisational position / Virtual Team The Digital Channel Manager will work closely with the Head of Customer Experience to agree the roadmap for the digital channels, with input from the broader Customer Value team. The virtual team for channel development team will include internal and external resources, including developers, business analyst, designers, testers, operations and other resources as required. GM Customer Value Head of Customer Experience Head of Product Head of Rewards Head of Marketing Digital Channel Manager Segment Marketing Specialist

2 Key Responsibilities Roadmap prioritisation and planning in consultation with the broader customer value team Work with technology to align our roadmaps and secure the appropriate resource to deliver on the agreed roadmap. Project manage development from requirements through to delivery (including user testing) Working with the virtual team to define detailed requirements, prepare designs and wireframes Display proficiency in analysing and judge trade-offs between multiple solution options, usability, costing and performance needs to meet both internal & customer expectations Create, execute and review project work plans; revise as appropriate to meet changing needs and requirements Ensure successful completion of projects on-time, on budget and have quality delivery Reporting and updates to the business on digital channel performance and progress. The Loyalty Way 1. Focuses on and contributes towards continuous improvements within the workplace through improving activities and processes to make things Easier, Better, Faster and Cheaper. 2. Contributes towards, and promotes, The Loyalty Way, LNZL s values (the 5Cs ) and the achievement of our desired work environment; specifically an environment that stimulates individual, team and organisational growth and achievements, and encourages our people to think and behave in ways that achieve their goals through co-operative efforts. 3. Establishes and maintains effective relationships: Develops and fosters good proactive working relationships with all internal and external contacts. Ensures suppliers of goods and services conform to the standards of business ethics adopted by LNZL. Operates a methodical round of contacts with other business collaborators to share market and other information of mutual interest. 4. Leads and/or contributes to specific Fly Buys projects. 5. Undertakes additional responsibilities and activities, as and when requested and as mutually agreed with your leader. Physical demands of the role This is not a physically demanding role Most challenging parts of the role 1. Managing the needs of multiple stakeholders, while still successfully progressing developments that benefit the customer 2. Linking data from across the business to provide personalised experiences 2

3 3. Working across a broad range of projects and resources/teams, at speed, and keeping the delivery pipeline moving. Key Functional Relationships Internal: External: Reports to Head of Customer Experience. Works with colleagues in the Customer Value Team, to gather requirements and prioritise. Work with Programmes team around representing Partners and getting content f for the channels. Work closely with Technology around architecture, development Likely to need to liaise with most other loyalty teams at different stages. May manage external parties around design, UX, user testing, development. Working environment 1. Open plan layout and moderate amount of noise that goes with it 2. Regular travel between Wellington and Auckland required. 3. Standard office equipment Delegations of Authority Capital Expenditure: $0.00 Operational Expenditure: $0.00 Authorisation to Hire: none Authorisation to sign Contracts: none Responsible for: Number of Staff: n/a Budget: Tbc Appraisal and Performance Criteria Formal appraisal will occur at least annually or more frequently when performance plans are re-negotiated. Performance will be measured against the performance plan negotiated at the beginning of the reporting period and against the other responsibilities identified above. This job is being carried out successfully when all responsibilities are being met. 3

4 Person specifications Qualifications Essential: Relevant tertiary business qualifications e.g. Business, Accounting, Management, Marketing Preferred: Project management, user experience Experience & Knowledge Essential: 3+ years experience in an role developing digital experiences through to delivery in a customer focused role. Experience managing technology teams through development projects. Experience in resolving issues and building loyalty across internal stakeholders Experience in development plans Advance commercial acumen A mobile guru Preferred: Mobile app development experience. Retail marketing experience Experience in using research to inform experience development Web and mobile usability User testing Google analytics Skills The ideal appointee should have a high level of the following skills: Project management skills and the ability to meet deadlines Analytical, conceptual, problem solving, decisiveness and strategic thinking Commercial acumen and savvy Problem solving to ensure we deliver to our agreed objectives Strong written and visual communications. Thinking laterally. The ideal appointee should be able to demonstrate: A passion for excellence and a commitment to high standards. Integrity, loyalty to the organisation and a commitment to organisational objectives. A genuine customer service focus, both internal and external. A proactive and open minded consultative approach. Initiative, judgement and ability to creatively solve problems. Be detail conscious. 4

5 Be a self-starter with the ability to accept responsibility and self-manage. Ability to work under pressure with an achievement focus. Enthusiasm, a thirst for learning and self-development. Ability to prioritise and say no! Team-orientated and collaborative approach 5

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