Digital Customer Content Merchandiser

B&Q; Eastleigh; Hybrid; GBP 28,000 - 34,000; Full time

Job description

About the role

Digital Customer Content Merchandiser

12 Month FTC

Up to £34,000 + Pension + Bonus + ShareSave + 6.6 weeks holiday + Hybrid Working

Southampton, Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they'll love. Join us as a Digital Customer Content Merchandiser and you'll be a big part of this.

Key responsibilities

To create and implement customer-focused digital content across our websites whilst ensuring that the written content adheres to latest SEO best practice. The content will include Help & Advice articles, trading-focused merchandising, that reflects our plans and priorities, service support, and corporate information to inspire and enable our customers to create homes that they can feel great about. This content and its placement will be supported by data and insight into customer behaviours and needs. Digital Content Merchandisers play a vital role in the conversations we have with our customers and have the opportunity to shape our customers' experience at every stage in their home improvement journey.

Key Accountabilities / Responsibilities:

• Write and take ownership of all copy for three websites, diy.com/diy.ie/trade-point.co.uk (how to guides, buying guides and inspirational articles).
• Create content for customer support pages, corporate and other non-product content landing pages.
• Ensure content is SEO optimised (meta titles, meta descriptions, h1s, alt tags, anchor text).
• Ensure content is relevant, accurate, and offers clear call-to-actions and next steps.
• Ensure written content meets the brief, is in line with the tone of voice and style guidelines.
• Champion website accessibility through ensuring content is optimised to accessibility guidelines.
• Undertake extensive research into the home improvement industry, including competitor analysis, content gap analysis, and content creation strategies.
• Use an in-house CMS system to build content pages, ensuring each page adheres to agreed principles and processes and use web CMS to schedule time sensitive business critical updates.
• Champion analytical tools such as Google Analytics, BrightEdge, Botify, and Contentsquare to monitor and review OKRs, using insights to refine and optimise content for better performance.
• Create, maintain, and execute the content style guide to ensure consistency across all digital customer content, including language, tone of voice, grammar, reading level etc.
• Have a continued focus on SEO, including conducting keyword research to guide article creation, review technical SEO issues and recommend fixes, and collecting data to report on traffic, rankings, and other organic search metrics.
• Produce thorough briefs for other channels, such as the digital design team, to create visual and video assets to support content.
• Play a key role in developing the customer content strategy by analysing insights, performance results, and emerging trends to help shape content priorities, working closely with the Customer Content Manager to refine and implement the approach.
• Support ad hoc requests, such as writing UX copy for key touchpoints throughout the customer journey, ensuring it aligns with the B&Q tone of voice and is clear and easy to understand.

Required skills & experience

Required Skills & Experience:

• Editorial or copywriting background, preferably with a focus on SEO and home improvement.
• Customer-focused professional with experience of working in digital or Ecommerce environments.
• Strong attention to detail, near perfect grammar and strong editing skills.
• To have a clear understanding of the brand positioning, target audience, and consumer mindset.
• Demonstrate a relentless focus on the customer; displaying digital mobile first thinking whilst ensuring that webpages are built with user experience in mind.
• Confident in understanding and working to briefs from multiple stakeholders, managing time effectively to adhere to content brief.
• Commitment to delivering as part of a high-performing team and contributing to team and function OKRs.
• Experience in creating and publishing online merchandising/content through CMS systems and ecommerce tools.
• An eye for design detail and experience in producing short and long written content.
• Comfortable working calmly under pressure.
• Ability to organise and prioritise a large number of tasks, and to effectively communicate plans and results to wider teams and stakeholders.
• Able to develop relationships with key stakeholders that inspire and influence teams across the business.
• Collaborative work ethic, with a preference for teamwork and a mutually supportive environment.
• Passionate self-starter, decisive and able to move with speed to deliver live content to our sites.

What's in it for me?

As part of a great team, you'll be valued for who you are. We're committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.

We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!

So we can support you during the application or interview process, please contact [e-mail] for any recruitment adjustments.