Director, CX (Web)

Do Better. Work Better. Be Better.

At tbk, we lead brands to their next:

Their next brand that delights their customers and helps them acquire the right ones.

Their next marketing website that generates more of the right business.

Their next campaign that leads people with ease to connect with them.

Their next launch strategy that drives new expansion.

Their next backend platform that makes business easier and better.

And the same for brands, we lead tbk’ers to their next:

Your next opportunity to meet with some of the world’s best clients.

Your next chance to show a team of the best what you’re capable of.

Your next moment to focus on your career without sacrificing your personal life.

Your next ability to grow your career with senior mentorship and coaching.

Be your next at tbk.

tbk is an award-winning, full-service agency headquartered in London, Ontario that leads brands to their next. For over a decade, our team of professionals have been helping brands successfully compete and grow. We drive results with entrepreneurial thinking, strategic leadership, accessible websites, memorable branding, performance-based digital marketing, and custom software solutions. It’s no wonder why so many of Canada’s most trusted brands count on tbk to deliver exceptional work.

As an experienced Director, CX (Web) you know the number of talented, committed, and creative professionals it takes to build effective and cutting-edge brands, campaigns, websites, and platforms. It’s always a group effort, and the Director, CX (Web) role is a central figure that sees the business vision and goals turn into reality for clients.  

As a Director, CX (Web), you’re a leader for tbk’s clients – monitoring the performance of their strategies and websites and providing solutions to grow their business. On the day-to-day, you work alongside tbk’s talented team of strategists, marketing specialists, developers, and creatives to execute strategies that achieve business goals.  

You own customer persona development, UI/UX, wireframing, user journey mapping, data analysis, SEO, site mapping, CRO, and overall business strategy for clients trusting tbk to develop an exceptional online experience for their customers. You bring to the table the proven ability to understand what a user wants to accomplish, what their pain points are, and how to reach the right audience.  

This role is remote-friendly, with a heavily weighted preference for candidates located in Southwestern Ontario. Candidates outside of Ontario will not be considered.  

A day in the life of tbk’s Director, CX (Web):

• Morning Research – You start your day by reading the latest in web and marketing trends online to continuously hone your skills in an ever-changing field.   
• Daily Meeting – Early in the morning, you join tbk’s web team meeting, connecting with your team for 15 minutes to talk about the day’s happenings. You help ensure your team is clear and ready to complete the deliverables needed for the web projects and programs being executed for tbk’s clients.  
• Client Consultant – After that, you join client meetings throughout the day to provide strategic consulting on various projects for a range of active clients. This could look like leading a discovery meeting with a new website client, pitching a new user journey flow, presenting a brand persona analysis, or making marketing channel and strategy recommendations to drive business growth. 
  • You are a natural leader and have over 10 years of experience consulting directly with Canada’s CEOs, CMOs, CFOs, and more. You handle yourself well under pressure in meetings and can handle strategic questioning from clients. 
• Team Support – After your client meetings, you regroup internally with the web team to plan the next steps based on client feedback, comments, and discussions.   
• Strategy Development – Your afternoon is spent researching, planning, and building a sitemap, user journey flows, and wireframes for a new website in development with tbk. You use online/web data tools, market and competitor research, the client’s briefing details, and your deep knowledge of the industry and web best practices to build a website product that provides a seamless experience for the end user and generates revenue for the business.
• Leadership – You end the day with a one-on-one: 
  • You complete the day with a one-on-one with your direct report, Kylie McConnell. As your teammate, Kylie is supporting you with her 10 years of experience leading web, marketing, and branding teams and working with some of Canada’s most innovative companies.  

As you can see in the above daily life, this position is a central role in the agency and requires senior-level experience as a past CX Director, preferably executing web, branding, and marketing campaigns and strategies for at least 30 clients and experience working at a marketing agency for a significant portion of your career.  

Your skills and experience:

• A genuine interest in business and performance – you read and educate yourself to better your leadership, communication, business, and marketing skills. 
• A strong portfolio with experience in web, software development, branding, digital marketing, CRO, and more.  
• Excellent communication skills, with the ability to clearly present strategies, data/insights/results and build alignment across multiple stakeholders.  
• Proven ability to lead web and marketing teams, create and execute new web products and marketing strategies for clients, set goals, and analyze data and trends to achieve campaign goals and KPI targets.  
• Gather, evaluate, and understand user and business requirements in collaboration with clients. 
• Lead client discovery sessions to understand business goals, target audiences, growth opportunities, user flows, and website goals while engaging clients in tbk’s website process & expectations.  
• Recommend high-quality UX solutions through wireframes, flow diagrams, storyboards, site maps, and prototypes. 
• Development of funnels, journey maps, and user personas for website analysis. 
• Collaborate with creative officers, graphic designers, content writers, developers, and marketing specialists to ensure the creation and delivery of tailored experiences for the digital user. 
• Provide advice and guidance on the implementation of UX research methodologies and testing activities to analyze and predict user behavior. 
• Create user stories & user flows for alignment between client and web team members to help end users reach their goals.  
• Identify and troubleshoot conversion rate problems and create solutions for the team to execute. 
• Support with event and goal tracking within websites to allow for deeper reporting and monitoring of tbk’s client goals.  
• Prepare website technical audits to identify areas of concern from an SEO perspective and sort them by the level of importance for the marketing team to execute.
• Support with coaching, mentoring, and training of team members, leading lunch and learns and webinars. 
• Handle escalations of client and team concerns around strategies, processes, execution plans, and project progress.  
• Collaborate with the department leads to improve processes and efficiencies within the company, leading and collaborating on special projects. 
• Participating in retrospectives for the web team, assisting with bridging the process between the departments and companywide improvements. 
• Stay on top of the latest web design & UI/UX, marketing, and leadership trends, and share findings and resources to help team and management consistently stay up-to-date on the fast developing digital world. 
• QA (including alpha review) on all web projects and provide timely feedback for the Web team on website architecture, user interface, user experience, design, tracking, and SEO.  
• Engage in business growth development opportunities for tbk by analyzing clients’ needs & consulting on projects and programs to support business goals, as well as new client opportunities.  
• Bachelor’s or Master’s level education in Marketing, Communications, or another relevant educational program.  
• 10+ years of work experience in web and marketing, preferably executing web products and strategies for at least 30 clients, and experience working at a marketing agency for a significant portion of your career.  

About tbk

tbk builds and maintains enterprise-ready platforms and sophisticated marketing programs that lead brands to their next. Our award-winning, full-service agency creates industry-leading websites, revenue-generating marketing strategies, and custom software solutions to help businesses successfully compete and grow.

Realize your potential with a rewarding career at tbk.

Our Hiring Process

As an employer of choice, tbk aims to be welcoming and transparent in our candidate selection process. 

We thank all applicants for their interest; however, only candidates selected for an interview will be contacted. 

Equal Opportunities:

tbk is an equal opportunity employer that values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital, veteran, or disability status.

tbk values diversity and is committed to creating an inclusive work environment. We provide equal employment opportunity for all applicants and employees. We do not discriminate based on any legally-protected class or characteristic. Employment decisions are made based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, please let your recruiter know.