Digital Communications Manager



Job Title: Digital Communications Manager

Reporting to: Marketing Director 
               
Direct Reports: Senior Content Social Marketing Executive, CRM Marketing ExecutiveDigital Marketing Execs, Marketing Exec 

Location: Banana HQ, Bury St Edmunds - but for us it’s your contribution, not where you sit that matters – open to flexible working if you’re based further afield.

Contract: Permanent 

Reward package
• Holiday Entitlement: 25 days per annum
• Pension contribution up to 7%
• Healthcare plan
• Discretionary End of Year Bonus
• Childcare assistance: vouchers, tax free and workplace nursery schemes
• Retail Discounts with outdoor retailers
• Cycle to Work Scheme
• Tribe Tech

Summary of main purpose of the job


To lead, drive and support  the Tone of Voice/Social and Email/CRM team, to deliver and promote the national brand. To support the Marketing Director Manager in delivering national initiatives.

Main Duties/ responsibilities

• Actively seek out new digital communications opportunities on Social, CRM and email platforms that will generate new customers, improve customer experience and encourage engagement
• Lead, train and develop the digital communications across social and email/CRM team, ensuring smooth operation and optimum performance. to increase re-bookings and recruit new customers to the Go Ape experience. Whilst encouraging referrals to others
• Establish a Measure, Plan, Execute behaviour within digital communications, specifically in the social and email/CRM team
• Challenge and seek improvements to our digital communications; including the use and flex of Tone of Voice specific to distinct customer segments. 
• To monitor and analyse the response and engagement to our communications, in order to report and react accordingly. To assist in the production of monthly reports for the management team
• To help develop the Go Ape brand online in accordance with the brand guidelines, advise all parties in the use of them and to act as guardian when liaising with third parties to ensure they are adopted and utilised correctly, including the US
• To work collaboratively with the Digital Marketing Manager and align digital channel strategy to be one cohesive approach alongside department strategy. Providing historical analysis as required.
• To be the acknowledged point of contact at Banana HQ for digital communciations decisions in the absence of the Marketing Director
• Measure and report performance of all digital communications campaigns and assess against goals (ROI and KPI’s)
• Identify trends and insights, then optimise spend based on performance and insights

Role Competencies
• Strong leadership and management skills
• Excellent digital marketing strategist with a full understanding of all digital media
• Complete understanding of all relevant Digital platforms, tools and processes
• An instinctive understanding of the Go Ape brand, lifestyle, values and vision
• In depth knowledge and experience of organic and paid social strategy, email and CRM
• Copywriting and direct experience with tone of voice strategy/guidelines
• Natural communication skills (for consumers, team, agencies and key stakeholders)
• Excellent brand and commercial awareness
• Excellent planning and reporting skills
• Excellent use of Google analytics and other relevant reporting systems

General Skills
• Highly numerate, clear analysis and presentation of figures
• Great verbal and written communication and negotiation skills
• Integral knowledge of the booking and reporting systems
• Strong presentation skills
• Great planning and organisation skills
• Strong management, supervisory and task delegation.
• Superior attention to detail
• Strong team working


Key contacts and relationships

External:   
• Suppliers
• Agencies
• Customers
• Key stakeholders (land owners, governing bodies etc)

Internal:  
• Banana HQ staff
• Marketing Team members
• Other support staff
• Course managers and Deputy managers

Accountable for Resources
• Brand integrity within all communications
• Company integrity, relationships with externals
• Financial, ensure profitability in activity and spend through considered planning and delivery
• E-marketing tools