Job Summary

The Digital Channel Manager leads and executes web publishing strategy and administration for our external and internal digital channels utilizing our content management systems (CMS). The Digital Channel Manager works on enterprise-wide content projects and ongoing site updates, ensuring content is organized in a manner consistent with enterprise standards and best practices. This role works in a consultative role with web product owners for our corporate website and intranet, providing assistance with content strategy, user experience, information architecture, SEO, site analytics and web best practices. The Web Manager works closely with business stakeholders and IT development teams to coach business partners on how to use digital tools to achieve specific business outcomes, and improve the CMS by recommending modifications and testing new features. The Web Manager serves in an advisory and consulting role on adherence to the CNA brand and best practices for the web and provides ad hoc training as necessary. Finally the role creates and maintains publishing governance for existing and emerging digital channels.

Essential Duties and Responsibilities

•       Manages and publishes content on a variety of web properties, including CNA.com and corporate intranet.

•       Ownership of content authoring templates to ensure content web display, performance and measurement best practices are in place.

•       Publish content across multiple corporate websites and ensure consistent, relevant and timely execution

•       Partner with marketing content owners to prepare content plans and update content on website

•       Create mockups of changes or new functionality

•       Work with corporate business technology solutions to project manage new features and updates to the CMS.

•       Assists with testing new solutions and makes suggestions for improvements.

•       Repurposing multimedia content, primarily imagery, to fit the various formats (design templates, thumbnails, banners, etc.)

•       Reviews, evaluates and edits existing/new web content; provides UX, content strategy and usability consultation.

•       Implements Search Engine Optimization (SEO) tactics and understands web analytics integration.

•       Works on content migration projects, site planning and creation and on-going site updates and enhancements. This includes pre-assessment, information architecture and build-out, and migrating content while ensuring information is organized in a manner consistent with all guidelines and taxonomy standards.

•       Works in a customer relationship management and technical capacity for CMS users to understand customer content needs, improve user experience, and resolve problems, requests, questions and enhancements.

•       Understands how customer/user issues may impact other functions and shares information appropriately.

•       Consults with web product owners, makes decisions and offers suggestions on best practices, content strategy, user experience, information architecture and page layouts to improve user experience.

•       Establishes and communicates expectations regarding quality and service.

•       Identifies repeated customer concerns or roadblocks, addresses them in a timely manner and seeks new ways to improve web/online experience for content administrators and users.

•       Serves a liaison between Marketing and Technology as the CMS subject matter expert.

•       Develops, promotes and executes outreach efforts to create awareness of systems management and web content strategy best practices.

•       Creates and maintains documentation for CMS support.

•       Provides ongoing support for web product owners across the enterprise.

•       Performs other duties as assigned.

Reporting Relationship

Director and above

Skills & Abilities

•       Proficiency with HTML/CSS, Web authoring tools, Content Management Systems and associated web development software (such as Adobe Creative Suite).

•       Experience and skills in website management, information architecture, communications, and marketing.

•       Experience in HCI and user experience.

•       Expertise in applying industry user interface design standards and best practices to produce usable, intuitive web sites and software applications.

•       Experience in analyzing quantitative and qualitative Web site measures.

•       Experience in creating and executing trainings as well as communicating policies and procedures.

•       Experience with project management software (Jira, Robohead, etc.)

•       Excellent written, verbal and editorial skills.

•       Excellent project management and customer relationship management skills.

•       Solid organization skills, with the ability to multi-task and follow through in a timely fashion.

•       Attention to detail; strong emphasis on accuracy.
 

Education & Experience

•       Bachelor's degree (B.A.) in computer science, information architecture, marketing/communications, or related fields.

•       5-7 years’ experience of project management with an emphasis on digital/web.

•       Or equivalent combination of education and experience.