Job Description
Qualifications:
Required:
- Bachelor’s degree; Master’s preferred in Communications, Business, Strategy, or related field
- 5–7 years of experience in communications, marketing, customer engagement, experience strategy, or enterprise communications
- Proven ability to craft customer-centric messaging and improve communication processes
- Strong stakeholder management and cross-functional collaboration skills
- Proven track record of leading strategic initiatives with measurable business impact
- Experience building enterprise capabilities and leading cross-functional transformation
- Experience in B2B environments
- Technical acumen to support automated and digital engagement
- Experience with service design and design thinking methodologies
- Strong understanding of organizational change and transformation
- Exceptional business writing and verbal communication skills
- Strong commercial and organizational acumen
- Strategic thinker with a customer-first mindset
- Ability to lead through ambiguity and influence across functions
- Positive energy and passion for driving meaningful customer connections
Customer Engagement Strategy
- Develop and execute a customer engagement strategy that aligns with the customer journey, brand positioning, and business goals.
- Establish a customer touchpoint model and communication calendar guiding product managers, journey managers, category, sales, marketing, and customer logistics teams.
- Shift communication from transactional messaging to strategic engagement—supporting key moments with relevant, resonant content.
- Translate customer insights and journey data into strategic engagement frameworks that drive loyalty, retention, and revenue.
- Influence senior leaders across CX, Sales, Marketing, Product, and Supply Chain to embed engagement strategy into business planning.
- Write and edit customer-facing communications that reflect the client’s brand voice and enhance the customer experience.
- Ensure messaging supports product launches, program rollouts, policy changes, pricing updates, priority customer journeys/moments and strategic initiatives.
- Partner with Corporate Communications on issues and crisis response to protect brand reputation.
- Drive customer engagement strategy & execution alongside CX and product teams to ensure communications are mapped to customer journey stages and experience goals, using data & automation to deliver efficiently.
- Support the development of external presentations and tailored communications for key accounts and strategic partners.
- Apply service design and design thinking principles to connect engagement moments with customer needs and expectations.
- Own KPIs tied to customer engagement, satisfaction, and business impact (e.g., retention, NPS, revenue influence).
- Lead cross-functional reviews to assess engagement performance and drive continuous improvement.
- Continuously monitor customer engagement across key touchpoints using defined KPIs (e.g., open rates, click-through, repeat visits, interaction depth).
- Analyze trends and behaviors to identify opportunities for improvement, and implement data-driven strategies to increase engagement, retention, and satisfaction.
- Regularly report on engagement performance and test new approaches to optimize outcomes.
- Create a change communication framework that includes impact analysis, readiness planning, and stakeholder alignment.
- Develop internal messaging and preparation processes to ensure consistent, confident delivery across teams.
- Serve as a strategic advisor to executive leadership on customer communication and engagement.
- Train teams on brand voice, positioning, and customer-centric communication standards.
- Mentor and guide cross-functional teams in customer-centric communication, brand voice, and experience design.
- Champion a culture of customer-first thinking and strategic execution across the organization.
- Architect and implement new enterprise capabilities (e.g., engagement platforms, personalization engines, journey orchestration tools) that transform how the client connects with customers.
- Define and operationalize governance models for engagement across functions and channels.
- Advise leadership and cross-functional teams on communication best practices and strategic messaging.
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