Client Experience and Website Delivery Manager

About Our Client:

Our client, established in 2003, has proudly spent over 20 years as the UK s number one dental marketing agency, helping dental practices stand out and grow. Renowned for their reputation, honesty, and expertise, they specialise in three core services: powerful website design, memorable branding, and organic search engine optimisation (SEO). These pillars form the foundation of their approach, enabling dental practices to achieve an exceptional online presence and sustainable growth.

With personalised, concierge-level service, they ensure their clients feel fully supported and equipped to thrive in a complex landscape. They deliver results that make a lasting impact with a standard of customer service that stands apart.

Our client s founder is the author of numerous bestsellers on marketing. The company also has a strong focus on charity, having established its own charity. With a commitment to excellence, maintaining their reputation, and exceeding expectations in customer service, they are seeking someone who thrives on accuracy, high-level communication, and organisation to work with their wonderful, polite, grateful, intelligent, and friendly clients!

Role Overview:

As the Website Delivery Manager, you will be pivotal in ensuring that website projects meet their high standards and provide an exceptional client experience. This role involves close collaboration with clients throughout the duration of the project, diligent monitoring of websites both pre- and post-launch, and maintaining a rigorous quality control process focused on content accuracy and user experience.

Key Responsibilities:

• Oversee the end-to-end process of website project delivery, ensuring timelines are met and standards upheld.
• Act as the primary point of contact for clients during the content upload phase, ensuring clarity and ease throughout. The content upload phase is where the website is built and needs to be completed using the clients content.
• Perform quality control checks on website content and functionality using their defined standards, identifying and resolving any issues before and after launch.
• Provide feedback and recommendations to management for enhancing the client experience, improving systems and processes for the ultimate benefit of their clients.
• Coordinate with design and development teams to align project expectations and address any issues.
• Document and implement workflows for optimal project efficiency and quality assurance.
• Managing the delivery of website update requests and overseeing billing in relation to this and website projects with the accounts team.
• Representing the company at industry events within the UK.
• Front facing with clients, via telephone and zoom calls.

Compulsory Experience:

To be successful in this role, you should have a solid foundation in the use of Wordpress, experience in some form of website creation, project coordination and client relations. They require candidates to have the following minimum experience:

• Project Coordination or Management: 3+ years of hands-on experience in project coordination or management within a creative or digital agency environment. This experience should demonstrate an ability to handle multiple projects while upholding high standards of quality and timeliness.
• Client Interaction: 3+ experience as a primary point of contact for clients, with a proven ability to communicate professionally, manage expectations, and build positive relationships.
• Quality Control: Experience that demonstrates that attention to detail was required in previous roles. This may be within the web development industry or a related field where detail and quality are essential.
• Time and Task Management: Experience in a role that required strict adherence to project timelines, prioritising tasks effectively, and meeting deadlines consistently.

This role may also be ideal for someone who has experience in some form of website design but is looking for something more client focused in a managerial and co-ordinator capacity.

Minimum Requirements:

• Fluency in English: Excellent written and verbal communication skills, with a strong command of spelling, punctuation, and grammar.
• Attention to Detail: A meticulous approach to proofreading and accuracy, ensuring client content is polished and error-free.
• Comprehension Skills: Ability to communicate effectively with clients and team members, both written and verbally.
• Enjoys Speaking: Desire to communicate and interact with clients.
• Oozing Positivity: They love people who are strong spirited.
• Problem-Solving and Decision-Making: Analytical mindset to identify areas for improvement in workflows and address project challenges as they arise.
• Time and Project Management: Previous experience managing multiple projects simultaneously, with the ability to prioritise tasks and meet deadlines.
• Proactiveness: A forward-thinking approach to prevent potential problems and address issues as they emerge.
• Leadership and Initiative: Ability to oversee the progress of team projects and take ownership of project delivery.
• Technical Knowhow: You must understand principles of website design, graphic design and WordPress. Your role will be centred around Website Delivery, so you must understand how websites work, be comfortable with this and have enough knowledge to provide a level of expertise in conversation. Whilst training will be provided, you are expected to have a background in working with websites.
• Familiarity with Adobe Photoshop: You should understand about image resolutions, resizing, editing, file sizes and be proficient in basic use of these applications.