At Chartwell, we’re all about Making People’s Lives Better for our residents, their families, and our employees. Join an exceptional group of diverse, caring, and passionate people who are inspired to make a difference in their own lives and are dedicated to delivering an experience that is personalized, memorable and feels like home for more than 30,000 residents across the country.

Reporting to the Senior Director Digital Experience, the Senior Manager, Digital Experience is responsible for the coordination, development, and implementation of Chartwell’s website platform. The successful candidate is a seasoned digital marketing individual who displays leadership, communication and influencing skills to contribute to the organization’s business goals and digital KPI’s. The role is part of an integrated senior marketing team responsible for increasing growth in business KPI’s including lead generation, conversion and engagement on our website and mobile platforms.

The Senior Manager, Digital Experience will help us to further build on Chartwell’s digital customer experience and acquisition of prospective residents and employees in an agile, progressive and responsive environment. This role will lead a team of developers and content implementors. The successful candidate will have developed their career through hands-on technical experience as well as bring a proven track record of improving digital marketing ROI through optimization and continuous improvement. This is a great role for an strategic and collaborative digital marketing professional who has the ability to articulate, inspire and coordinate activities to achieve results.

KEY ACTIVITIES

• Lead Developers, Content team, SEO and be the link between Brand content writers and digital teams.
• Maintain Chartwell’s brand vision and guidelines across all digital channels
• Ensure a valuable digital experience for customers and job seekers that delivers a best in industry experience
• Anticipate trends, integrate state-of-the-art technology and continuously evolve our chartwell.com customer experience
• Offer unique and targeted approaches where needed for market differences such as geography, language and service models
• Ensure that the customer journey is engaging, seamless across devices, and effective in translating touchpoints into quality contacts for the organization. Appreciates the delivery of such experiences to both French and English audiences
• Identify potential customer’s need and educate them through proactive digital marketing tactics

• Actively participate in overall marketing strategy with internal and agency partners
• Ensure a competitive advantage for Chartwell in digital channels
• Develop a deep understanding of the business to support key business partners in operations, sales, recruitment and ITS
• Utilize digital analytics to ensure initiatives align with organizational and marketing department objectives and measure the impact of the digital contribution to overall success measures
• Develop and optimize lead generation capabilities to grow digital leads
• Execute the strategies by coordinating digital builds and providing strategic recommendations as to how to leverage the digital marketing assets and channels that are available.
• Help to provide leadership to recommend and deliver great content, tools, and capabilities to enhance the client experience while meeting business objectives.
• Look for strategic opportunities to onboard new technology & capabilities to enhance client experience, improve our understanding of client interactions on the public website, and introduce efficiencies in collaboration and day to day workflow.
• Ensure best practices in quality assurance protocols and project management systems are in place
• Ensure compliance, security, privacy and necessary approvals within the organization on all digital platforms

QUALIFICATIONS

Experience:

• 8+ years of digital marketing experience, including managing strategy development, customer acquisition, and website development
• Demonstrated history of team leadership, coaching and employee engagement
• Advanced knowledge of and experience with popular content management systems and modern software development practices
• Experience in marketing technology innovation and delivering and operating highly resilient, reliable and scalable systems
• Working knowledge of adaptive and responsive design, personalization, localization and accessibility considerations
• Strong understanding of programming concepts along with experience with CMS platforms, ideally with Sitecore, Adobe or similar platforms
• Knowledge of Azure, continuous integration and deployment, separation of content management and content delivery
• Demonstrated grasp and experience with security fundamental, automated tested and auditing.
• Programming understanding experience preferably in at least two of the following: C#, .net, Javascript, MVC, SQL, Python and Java
• Extensive experience with analytical tools including Google Analytics, etc.
• Budget oversight and forecasting
• AODA experience to a AA level
• Industry experience, a definite asset

Education:

• A university degree in a relevant field of study

Skills & Abilities:

• Strong understanding of web applications and Systems Development Life Cycle (SDLC)
• Risk management skills to assess technical strategies and security controls to guide technical and architectural decision-making
• An experienced and highly effective leader with a proven ability to build consensus
• Individual must be a strategic thinker who is highly organized, detail oriented and analytical with strong decision-making capabilities
• Leadership, strategic vision, and forming new working relationships quickly are essential - much of this role requires the candidate to assess a situation, recommend a course of action, and then guide others down that path
• Effective communication skills that include strong written, oral and presentation abilities
• Sees themselves as a leader and influencer within the organization with business partners and their teams
• Demonstrates emotional intelligence, openness to ideas and a willingness to delegate to and develop others
• Self-motivated, creative and innovative
• Ability to balance conflicting objectives to derive the best solution often under tight deadlines
• Bilingualism is an asset