Website and UX Manager

Job title: Website and UX Manager

Service: Digital Marketing

Salary: Grade 4 point 29: £36,842 FTE per annum + £480 home working allowance

Hours: 37 hours per week (full time)

Location: Home-based

Contract: Permanent

Responsible to: Website and Digital Content Manager

Family Action & the Role’s Impact:

Family Action is a national charity that supports people through change, challenge and crisis across England and Wales. On 1st January 2025, Relate, the largest provider of relationship support, joined the organisation helping us reach even more people and support the creation of secure foundations for children and young people, and safe, supportive relationships for all. 

For over 150 years Family Action has seen first-hand the power of family and relationships to shape lives, for better or worse. That's why we speak up for the importance of family in national and local policymaking, amplify family voices and represent the changing needs of families in the UK today.

Whatever family means or looks like to us, it's relationships that matter. With Relate at Family Action, we are able to extend the support we provide with counselling, information, mediation and support to individuals, couples and families from all backgrounds and sexualities, as well as provide expert training for relationship support practitioners.

This is an exciting opportunity to join our organisation and help shape the future of Relate’s website and online presence as part of Family Action.

Job Summary:

As part of the Website and Digital Content Team and wider Digital Marketing Department you will oversee Relate at Family Action’s website and online client experience, driving brand awareness and sales of products and services.

You will be responsible for the day-to-day management of Relate’s website and the writing of digital content, and support the brand’s long term transformation as part of the adaptive change programme, working closely with the Website and Digital Content Manager, Head of Digital Marketing, Brand and Marketing Manager and other key stakeholders.

This is an exciting opportunity to join our organisation and help shape the future of Relate’s website and online presence as part of Family Action.

Key Tasks & Responsibilities:

1.       Manage and optimise Relate at Family Action’s website and online user experience, driving traffic, engagement and sales of products and services.

2.     Work closely with key colleagues including the Brand and Marketing Manager, Website and Digital Content Manager and Social Media Team to position and market Relate’s services and plan content.

3.     Work closely with B2C and B2B teams, and other internal stakeholders to understand website requirements and improve representation online.

4.     Manage digitally delivered products such as Toolkits and Relate’s AI chatbot, including re-marketing and upgrade activity to drive clients to further services on the website.

5.     Support the creation of new Toolkits for sale, working closely with the Brand and Marketing Manager and service delivery colleagues to research and test new topics and write content.

6.     Develop and write keyword rich content including stories, and support articles on often sensitive subjects, to build brand awareness, improve findability and warm up audiences.

7.     Monitor and improve SEO across the Relate website.

8.     Support Relate’s adaptive change programme including the website review workstream, working closely with the Website and Digital Content Manager, Head of Digital Marketing and other key stakeholders.

9.     Support the development of a new CRM for Relate, working closely with the Systems and Technology Team and Service Delivery Team to ensure a seamless front end client experience.

10.   Manage existing infrastructure and systems integrated across the website client journey such as Acuity Scheduling, Typeform and Stripe.

11.     Maintain and improve Relate’s website accessibility ensuring it meets WCAG 2.1 AA standard wherever possible.

12.   Use sophisticated data and insight tools to test, measure and evaluate content, and website performance, and monitor emerging trends in the wider market.

13.   Produce regular reports for senior stakeholders including data and commentary around website performance.

14.   Work with external agencies to deliver effective PPC search and display ad campaigns.

15.   Manage relationships with external suppliers, contractors, and service providers involved in digital initiatives at Relate.

16.   Embrace and implement Family Action’s Equality, Diversity & Inclusion Policy in every aspect of your work and positively promote its principles amongst colleagues, service users and other members of the community.

17.    Comply with Family Action’s Health and Safety and Data Protection policies and protect your own and others’ health, safety and welfare.

18.   Work flexibly as may be required by the needs of the organisation and carry out other reasonable duties as required.  

Main Responsibilities (check the job description and person specification for further details):

·       Manage and optimise Relate at Family Action’s website and online user experience, driving traffic, engagement and sales of products and services.

·       Work closely with key colleagues including the Brand and Marketing Manager, Website and Digital Content Manager and Social Media Team to position and market Relate’s services and plan content.

·       Develop and write keyword rich content including stories, and support articles on often sensitive subjects, to build brand awareness, improve findability and warm up audiences.

·       Support the creation of new Toolkits for sale, working closely with the Brand and Marketing Manager and service delivery colleagues to research and test new topics and write content.

·       Support Relate’s adaptive change programme including the website review workstream, working closely with the Website and Digital Content Manager, Head of Digital Marketing and other key stakeholders.

Main Requirements (check the job description and person specification for further details):

·       Extensive experience of managing and developing a website within a complex organisation.

·       Experience of developing complex user journeys and improving user experience.

·       Extensive experience of writing keyword rich website copy and digital content and an excellent knowledge of SEO best practice.

·       Good understanding of online and offline marketing strategies, including sales funnels, particularly in a commercial context.

Benefits:

-       an annual paid leave entitlement of 30 working days plus bank holidays

-       up to 6% matched-pension contributions

-       flexible working arrangements and new starters have the right to make flexible working requests from day one of employment

-       enhanced paid sick leave and paid family leave provisions

-       eye care and winter flu jabs vouchers

-       cycle to work scheme

-       investing in your professional development with ongoing quality training and career development opportunities

We are forward looking, ambitious and committed to continuous improvement. We are a people focused, can-do organisation, which strives for excellence in all we do and operates with mutual respect.

To Apply:

·       Click the “Apply Now” link below and fill out our digital application form

·       Closing Date: Sunday 21st September at 23:59

·       To learn more about Family Action: Careers

Interviews are likely to take place virtually on 29th and 30th September.

For direct queries or if you would like to discuss any aspect of the selection process or flexible working requests, please email: Matthew Dennis (full email address located in advert document)

Our commitment to Equality, Diversity & Inclusion:

We are happy to consider any reasonable adjustments that candidates may need during the recruitment process and you will be asked whether you require any adjustments if shortlisted for interview. We also make reasonable adjustments on the job, where required.