Senior Manager, Digital Management

The Senior Manager, Digital Marketing will lead a design, development, and content team dedicated to creating exceptional user experiences for Direct Energy Canada. This includes enhancing customer self-service and account maintenance offerings as needed. Reporting to the Director of Brand Marketing and Creative, this role demands strong business acumen, analytical expertise, and effective collaboration across internal teams and external vendors. The ideal candidate will be a strategic thinker with in-depth knowledge of digital marketing trends, tools, and analytics. Join a dynamic and growing team that takes pride in delivering innovative solutions and exceptional value to customers.


Essential Duties/ Responsibilities:

Main product owner of the directenergy.ca website
Lead a team responsible for web management, content, email, digital communications, driven to deliver customer-centric experiences.
Developing the governance and “get work done” plan for all website properties, to ensure clear collaboration across teams, while working towards greater efficiency in delivering results and a seamless brand experience.
Work with the Canada Leadership Team to ensure efforts targeting the achievement of key performance indicators such as web enrollments, conversion rates, net promoter scores, customer communications, etc. are realized.
Collaborate closely with the Product Management Team, Digital Operations and Digital IT teams to manage digital assets, drive growth and optimize customer experiences.
Lead the building of the roadmap for the website by connecting with other senior leaders across the business, understanding and articulating goals and objectives of all and bringing it together into one cohesive plan. This includes understanding goals for online enrolment and account manager and with various other product owners, ensuring a seamless transition and data informed journey across platforms.
Oversee SEO, email marketing and contributing to lifecycle customer marketing and communication initiatives.
Collaborate closely with Marketing, Go-to Market, Product Management and Sales teams to support new product launches and enhancements as well as conversion optimization efforts.
Work effectively with local and remote stakeholders in Canada and internationally, as applicable.
Help teams prioritize, negotiate, and remove obstacles to deliver data-driven, customer-centric, and ADA-compliant solutions.
Develop business cases to support digital asset initiatives. Review and contribute to business cases created by product managers for innovations to digital experiences.
Manage multiple and concurrent projects and initiatives, keeping them on track from a schedule, scope and budget perspective.
Develop platform roadmaps for relevant digital assets, including required IT changes and support.
Champion the needs of the user, focusing on human-centered design philosophy including creating the roadmap for personalized experiences.
Ensure adherence to Direct Energy’s brand values, look and feel across all sites, products, apps and channels.
Contributing to digital design and journey across various products and services, adopting a mobile first approach to ensure brand consistency for the customer.
Collaborate with other web leaders across NRG to find new opportunities for component design, functionality and improvements to the channel
Mentor team members to enable them to make bold decisions that transform how customers interact with digital platforms across the customer journey.
Collaborate on effective design, test concepts, and conduct quantitative and/or qualitative research with users, such as usability studies, interviews, and surveys.
Improve the user experience and iterate upon it in accordance with user-testing feedback.
Work closely with Digital Operations, IT and third-party vendors to ensure web platforms are operational and functioning as designed and required.
Remain current and lead the team in understanding best practices, trends, and patterns in modern UX design.
Maintain and monitor the overall page performance (page load time, 404’s, performance, traffic, etc.)

Working Conditions:

Hybrid working environment, office and remote.
Some overtime is needed as special projects arise.
Some travel <10%

Minimum Qualifications:

Post-secondary education and training in technology (Computing Science or MIS) or business (Bachelor of Commerce, Marketing) or related area.
6-10+ years web design and development experience across mobile, tablet and desktop platforms.
3-5+ years managing web design and development teams.
Experience collaborating with development teams to design and develop digital solutions.
Previous leadership role in full scale enterprise level CMS development