Website Manager

 The Website Manager is responsible for the overall improvement, user experience, and operations for cietours.com. The responsibilities of this critical role include successfully driving the continuous improvement of website functionality and content while maintaining the day-to-day website operations to support our digital strategy, business goals, and CIE Tours’ mission and vision.

The Website Manager is tasked with understanding evolving business needs and goals related to marketing and selling our CIE Tours’ products and services, partnering with leaders and teams across the organization to know our current product offerings and new product development, and understanding proven and emerging web technologies as well as best practices and new conventions for user experience to determine and drive solutions that meaningfully address business needs and goals. The aim of this job is to provide solutioning options for digital capabilities and work with business partners in multiple CIE Tours disciplines to gain consensus on the best option along with timing, resources, and investments for website capabilities and improvements.

The Website Manager is responsible for understanding how product information flows from the back-end systems through the content management system to the front-end user experience and proactively managing updates as well as offering ideas for how to make this information flow work best. Keeping abreast of back-end system changes and content management software releases is critical to this role.

The person in this position will manage the day-to-day needs and updates of the website through our content management platform Drupal. This responsibility includes proactively evaluating and managing performance, updating website content, identifying new content needs to increase engagement, driving merchandising planning, and implementing landing pages and forms for new products and promotional campaigns that drive revenue. Must manage all troubleshooting, responding to reported incidents in a timely manner and providing updates to stakeholders through to resolution.

The Website Manager partners with the marketing, IT, and contact center teams to understand and meet business needs, and works with the Director of Digital & CRM to manage CIE Tours’ website development agency communicating issues and needs, prioritizing and overseeing their work, and managing releases employing an agile approach to constantly improve the cietours.com website.

Responsibilities of this role:  

• Maintain a website roadmap and manage the day-to-day operations of the website, including content updates, page creation, website maintenance, bug fixes, and monthly website releases as well as special projects to effect larger improvements to the overall user experience. 
• Ensure the website is visually appealing, user-friendly, and optimized for search engines (SEO) to drive organic traffic and improve online visibility. 
• Collaborate with marketing and creative services teams to create and update website content, ensuring brand consistency and compelling messaging. 
• Monitor and report website analytics and key performance indicators (KPIs) to evaluate site performance, identify areas for improvement, and make data-driven recommendations. Prepare monthly reports of traffic, events, engagement, and performance metrics and share insights.
• Stay abreast of industry trends and best practices in web design, user experience, and SEO to implement relevant optimizations and enhancements.
• Periodically monitor competitor websites. 
• Stay abreast of system updates to the back-end system, Softrip and the CMS platform, Drupal.
• Coordinate with external vendors, such as web developers or hosting providers, to address technical issues, implement upgrades, and ensure website security. 
• Conduct regular website audits to identify and resolve issues related to broken links, page load speed, and mobile responsiveness. 
• Collaborate with the IT team to maintain website infrastructure, ensure data integrity, implement necessary security measures, and remain informed of upcoming company system changes that could affect the website.
• Lead A/B testing, conversion rate optimization, and other initiatives to improve website performance and user engagement. 
• Stay informed of web accessibility standards to ensure the website meets relevant guidelines. 
• Manage the operational rollout of new features, product updates, merchandising, site optimizations, A/B tests, and other projects that support the website roadmap. 
• Plan, coordinate, QA, execute and regression test website updates, including promotions, content, creative, and new site features as well as software upgrades.
• Respond to site issues, ensuring quick resolution. This may require after-hour and weekend work.
• Conduct quarterly content audits to identify gaps and redundancies in the site content. 
• Work with product team, marketing, operations and contact center to update and manage content and information on a regular basis. 
• Upload all new products, product changes, and promotional campaigns and updates to the website. 
• Optimize website pages using data tools and analytics to increase website conversion as defined by lead capture or online bookings.  
• Partnering with our Manager of Digital Media, execute changes to Google Tag Manager and Google Analytics as needed to support our digital marketing investments.
• Build and maintain positive working relationships with partners in the marketing, IT, call center, and product teams, ensuring clear and consistent communications and understanding of business needs and solution options.
• Advocate for the website, ensuring others understand and appreciate its value to our company.