Group Senior Manager - Digital Experience

at  DP World

KEY ACCOUNTABILITIES:

Website Management and Optimization

• Lead the global website’s ongoing performance, ensuring it aligns with brand standards, user experience (UX) best practices, and the company’s commercial and customer engagement goals.
• Oversee cross-functional website projects, including content enhancements, structural upgrades, and feature implementations, ensuring timely delivery within budget.
• Continuously monitor and analyse website analytics to identify areas for improvement, driving initiatives to enhance user engagement, accessibility, and SEO performance.

Marketing Technology Stack Management

• Manage the full lifecycle of DP World’s marketing technology stack, including content management systems (CMS), customer relationship management (CRM) systems, marketing automation, analytics tools, and other digital assets.
• Collaborate with IT and external vendors to ensure all platforms function optimally and integrate smoothly, supporting seamless data flow and interoperability.
• Evaluate and implement new technologies that enhance customer interactions, streamline processes, and meet evolving business needs, keeping DP World at the forefront of digital marketing innovation.

Digital Transformation and CRM Integration

• Drive marketing’s digital transformation by implementing innovative technologies and strategies, enhancing brand visibility, efficiency, and customer engagement.
• Oversee the integration of CRM within the marketing ecosystem, mapping customer journeys to enable personalised, data-driven campaigns that increase engagement and lifetime value.
• Lead initiatives to standardise data collection, ensuring a unified view of customer behaviour across all digital channels, which will drive actionable insights and optimise marketing efforts.

Automation and Personalization Initiatives

• Direct the Marketing Automation Specialist in designing and executing automated workflows that support key marketing objectives, including customer acquisition, retention, and loyalty.
• Ensure marketing automation aligns with commercial goals, guiding the implementation of tools for personalized content delivery, targeted messaging, and lifecycle marketing.
• Optimize automation strategies using AI and predictive analytics to enhance campaign accuracy, segmentation, and engagement, creating a scalable, data-driven approach to customer journeys.Global SEO Strategy and Implementation
• Collaborate closely with the SEO team to understand and implement technical SEO requirements, ensuring the global website structure, codebase, and content are optimised to meet search engine best practices.
• Oversee the execution of a global SEO strategy that enhances visibility, traffic growth, and conversions, focusing on technical SEO elements like site architecture, page speed, mobile responsiveness, and structured data.
• Partner with web developers and IT teams to ensure that all technical SEO specifications—metadata, canonical tags, and URL structures—are integrated into the website, supporting optimal search engine indexing and ranking.
• Conduct technical SEO audits regularly, analysing and addressing issues related to crawlability, indexation, and internal linking while also ensuring alignment with global SEO goals and KPIs.
• Stay informed of algorithm updates and technical SEO trends, advising the team on necessary adjustments to maintain competitive search visibility across all regions.

Data-Driven Strategy and Analytics

• Champion data-driven decision-making across digital platforms, establishing and monitoring KPIs for website performance, marketing automation, and CRM effectiveness.
• Provide regular reporting and insights to internal stakeholders, leveraging data visualization tools to communicate performance metrics and identify opportunities for enhancement.
• Identify and analyse digital trends, customer behaviour, and marketing channel performance to inform strategic improvements, maximise ROI, and support a continuous improvement mindset.

Stakeholder Collaboration and Cross-Functional Alignment

• Act as the primary liaison between Group Communications, Marketing, Sales, Group technology, and other business units for all digital platform-related projects, ensuring alignment on goals, resources, and timelines.
• Develop strong relationships with internal and external stakeholders, leading cross-functional teams to achieve cohesive marketing and technology strategies.
• Provide strategic input and recommendations to senior leadership on platform enhancements, emerging technologies, and digital marketing trends to support overall business goals.

Project Management and Resource Allocation

• Oversee project timelines, budgets, and resource allocation for all website and tech stack initiatives, ensuring efficient and timely execution of digital projects.
• Develop and manage the digital platform’s roadmap, setting clear milestones and objectives aligned with broader marketing and business strategies.
• Manage vendor relationships and service agreements, ensuring high-quality deliverables and exploring opportunities for cost efficiency and innovation.

QUALIFICATIONS, SKILLS AND EXPERIENCE:

• Relevant Experience: At least7 years of experience in Website experience or a related field, with a proven track record in a similar role.
• Strategic and Analytical Skills: Ability to translate complex data into actionable marketing strategies, focusing on driving business outcomes.
• Leadership and Collaboration: Strong leadership capabilities with experience managing cross-functional teams and projects and the ability to work collaboratively with a wide range of stakeholders.
• Innovative Mindset: A forward-thinking individual who is comfortable with change and innovation and can lead the adoption of new technologies and methodologies.
• Growth Potential: Capability and willingness to expand and manage a team, reflecting the company’s growth and the evolution of the marketing automation function.
• Project Management: Strong organisational skills, with the ability to lead cross-functional teams, manage vendors, and execute projects on time and within budget.
• Communication: Excellent communication, presentation, interpersonal and analytical skills, including the ability to communicate design concepts clearly and persuasively

Marketing Automation and AI Applications

• Expertise in setting up and optimising workflows in marketing automation platforms, with a focus on personalisation, campaign segmentation, and lead nurturing.
• Familiarity with using AI-driven insights and predictive analytics to enhance targeting, personalise customer journeys, and improve campaign performance.

Adaptability and Continuous Learning

• Strong adaptability to stay current with emerging digital marketing and technology trends, particularly in SEO, data analytics, AI, and automation.
• A commitment to continuous improvement and professional development, with a proactive approach to learning new tools, techniques, and industry advancements.

Customer-Centric Focus

• Deep understanding of customer experience principles, with the ability to use insights and data to enhance customer engagement and satisfaction.
• Experience mapping and optimising customer journeys to create seamless, cohesive interactions across multiple digital touchpoints.

DP World is leading the smart logistics revolution, and the Group Senior Manager Digital Experience will be instrumental in advancing our global website and marketing tech stack to enhance customer experience, create business value, and strengthen our global supply chain network. This role oversees the global website’s performance, manages all projects, upgrades, and optimisations, and drives the seamless integration of marketing technologies to support data-driven strategies. With a strong focus on maximising customer engagement and achieving commercial objectives, the Group Senior Manager Digital Experience will will lead a Marketing Automation Specialist to leverage tools and insights, enabling highly personalised customer journeys and streamlined digital interactions.
As a champion of digital transformation, the Group Senior Manager Digital Experience will guide DP World’s digital experiences, utilising innovative tools to boost brand visibility, operational efficiency, and customer-centric growth. This role will optimise our digital presence for maximum engagement, implement advanced capabilities through automation, analytics, and AI-driven insights, and lead CRM integration within the marketing tech stack.
This strategic approach will ensure a seamless data flow across customer touchpoints, driving engagement and enhancing lifetime value. By mapping and refining the customer journey within the CRM and transforming insights into actionable strategies, the Group Senior Manager Digital Experience will create cohesive experiences, optimise conversion pathways, and execute data-driven campaigns that fuel customer acquisition, retention, and growth.