IBM Web Experience Leader in CAIRO, Egypt

Job Description

IBM’s Digital Center in Cairo is looking for leading experts in online customer experience. Our mission is to implement a consistent web experience management model and optimization capability for the ibm.com site across geographies. As a team we are responsible for the business results of IBM.com: from visits, leads and win revenue, to customer experience metrics like NPS and more.

Responsibilities

As the Web Experience Leader for one of the IBM MEA markets, you will be accountable for your respective region’s ibm.com website performance. You are actively involved in all things related to customer experience metrics. You are also responsible for improving the conversion rates from response to lead to win revenue. You will do the above using agile methodology.

  • Accountable for Net promoter score for the web – solve issues identified by yourself or identify the appropriate colleague to work with on visitor comments.

  • Customer experience index- work with worldwide user experience teams to implement, analyze the responses and implement appropriate optimization to improve visitor sentiment

  • Web experience analysis of local competitors, identify industry best practices and evaluate the opportunity for us to align or go a different way (ability to build a business case is required)

  • Responsible for organic response and lead progression – working together with digital sales team to ensure web responses are picked up and handled appropriately

  • Agile sprint planning of local market web activities, together with the broader web optimization team

  • Primary focal to the market stakeholders – represents the market web optimization team in communication with internal IBM stakeholders.

  • Accountable for attainment of inbound (Owned + Earned) marketing targets such as web responses, live chat responses, leads, win revenue from website

Required Technical and Professional Expertise

  • 5- 8+ years of digital marketing experience, focused on inbound web marketing

  • Hands-on experience with Medallia NPS and/or other user experience tools

  • Digital analytics expertise – technical skills of extracting and analyzing in-depth web data, drawing conclusions and making data-driven business recommendations

  • Experience of working in Drupal and/or other CMSs.

  • Experience working in agile project management - preferably as scrum master and/or product owner

  • Executive communication skills

  • Stakeholder management and negotiation skills

  • Excellent presentation skills – experience in online presentations, over the phone pitches, as well as face to face presentations

  • Works best in teams, communicates proficiently

Preferred Tech and Prof Experience

Deep technical and analytical digital skills

EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.