True Potential LLP
Digital Channels Manager
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Digital Channels Manager
About the Role
We are seeking a commercially focused and user-centric Digital Channels Manager to take ownership of our organisation’s digital channel estate, including both corporate websites and internal intranet platform.
This role ensures our digital channels deliver clear, effective, and compliant experiences for all key audiences, supporting client and adviser acquisition, engagement, and conversion, while enabling strong internal communication, colleague experience, and operational efficiency.
The ideal candidate combines strong UX and content expertise with a solid understanding of CMS platforms, SharePoint, and digital performance. They will collaborate closely with Marketing, Internal Communications, Compliance, Technology, and business stakeholders to deliver a high-quality, well-governed, and scalable digital experience.
Key Responsibilities
Digital Channels Strategy & Ownership
- Own and manage the organisation’s digital channel estate, including corporate websites and intranet.
- Define and maintain a clear digital channels roadmap aligned with marketing, communications, and business priorities.
- Ensure appropriate prioritisation between commercial objectives, regulatory requirements, and internal communication needs.
- Act as the central point of accountability for channel performance, governance, and quality.
- Ensure all digital channels remain modern, scalable, and aligned to evolving business and user needs.
User Experience & Journey Management (Internal & External)
- Design and continuously improve end-to-end user journeys across external audiences (e.g., clients, advisers, prospects), ensuring clarity, accessibility, and conversion.
- Optimise internal user journeys to enhance colleague access to information, tools, and communications via the intranet.
- Drive UX best practices, including:
- Mobile-first design
- Accessibility (WCAG compliance)
- Intuitive navigation
- Information architecture
- Maintain consistency in UX and content design across both website and intranet environments.
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Content Strategy, Governance & Standards
- Build and update pages using reusable components, templates, and design systems for consistency, efficiency, and scalability.
- Establish and enforce common content standards, including:
- Tone of voice
- Structure
- Accessibility
- Formatting
- Optimise content performance to improve speed to market, flexibility, and user experience.
- Oversee content lifecycle management, ensuring accuracy, currency, and proper retention.
- Manage CMS and SharePoint publishing processes for efficient workflows and high-quality outputs.
- Collaborate with Marketing and Internal Communications to deliver audience-focused content aligned with campaigns and business priorities.
Performance, Insight & Optimisation
- Define and manage performance frameworks across digital channels, covering:
- External metrics (e.g., conversion, engagement)
- Internal metrics (e.g., intranet adoption, journey completion)
- Monitor and optimise key performance indicators (KPIs), identifying and removing friction in critical journeys.
- Lead data-driven improvements through:
- Analytics and user insight
- Testing and experimentation
- SEO, personalisation, and conversion rate optimisation (CRO)
- Work with stakeholders to implement and refine digital performance strategies.
Platform & Technology Management
- Collaborate with Technology teams and partners to deliver platform enhancements and new functionality.
- Ensure seamless integration between website platforms and Microsoft 365.
- Maintain technical proficiency in:
- CMS platforms
- SharePoint
- HTML/CSS & digital tools
- Uphold best practices in accessibility, performance, technical standards, and governance.
Stakeholder & Governance Management
- Partner with Marketing, Internal Communications, Compliance, Technology, and broader business teams to deliver digital initiatives.
- Develop and maintain governance frameworks for:
- Content ownership
- Publishing processes
- Channel accountability
- Manage relationships with external partners and agencies for high-quality delivery.
- Provide guidance and support to stakeholders and content contributors across the organisation.
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Essential Skills & Experience
- Proven experience in:
- Digital channel management
- Website and intranet management
- Strong UX background, including:
- End-to-end user journey design for multiple audiences (clients, advisers, colleagues)
- Information architecture and accessibility (WCAG) best practices
- Technical expertise in:
- Managing CMS platforms (e.g., Optimizely)
- SharePoint Online in governed environments
- Data-driven mindset, with experience using analytics to:
- Optimise performance and user experience
- Drive insight-led improvements
- Ability to balance:
- Commercial objectives
- Regulatory compliance
- Internal communication goals
- Strong stakeholder management and cross-functional collaboration, working with:
- Marketing
- Internal Communications
- Technology
- Compliance
- Experience in regulated environments, with awareness of:
- Compliance requirements
- Customer outcomes
Core Success Measures
- Improved external digital journey performance, including:
- Higher engagement, conversion, and lead generation
- Enhanced intranet adoption, engagement, and effectiveness as the primary internal communication channel
- Better user experience metrics, such as:
- Reduced friction
- Improved task completion
- Positive user feedback
- Increased content delivery efficiency through:
- Standardised processes
- Clear ownership
- Reusable templates
- Greater digital performance transparency via:
- Clear reporting
- Actionable insights
- Successful continuous improvement initiatives across website and intranet.
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