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Digital Customer Experience Manager

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Our client is looking to fill a senior level position for a Digital Customer Experience Manager within a newly formed Global Digital Services (DSG) organization. The Digital Services Group acts a center of excellence focused on building organizational capabilities that enable delivery of multi-channel digitally-enabled customer interactions. The Digital Customer Experience Manager role will report to the DSG Manager and will manage a team that has primary responsibility for driving improvements in practices across digital marketing, social media, digital content, UX, and mobile design. The role will work closely with DSG team members and business line teams to identify opportunities to develop new or enhance existing digital interactions with customers and consumers. The Digital Customer Experience Manager will also contribute to the identification and design of digital tactics that improve performance across paid, owned, and earned digital properties for multiple global business lines.

Primary Job Function:
• Work with Digital Customer Experience team members and agencies to generate innovative solutions to deliver an engaging customer experience across digital channels
• Provide guidance and direction to Digital Customer Experience team members to deliver expertise in the areas of digital content, web, mobile, social, UX and digital marketing. May include direct supervisory responsibility for internal staff performing these roles
• Maintain pipeline of projects that focus on enabling business lines to link their sales and marketing strategies to the desired digital customer experiences
• Steward the functional, navigational and look and feel aspects of the multi-channel digital customer experience
• Guide business lines in the development of digital personas and digital customer journeys and promote their use in the development of digital initiatives
• Define the digital customer experience standards and guidelines for business lines, agencies and vendors to deliver a consistent customer experience across brands, channels and zones
• Develop, maintain and report process improvements within required channels, brands and zones to improve customer experience
• Provide oversight and/or supervision to agencies and internal resources to deliver work

Job Requirements
• Bachelor’s degree, business management or marketing preferred
• 12+ years experience in Marketing or eCommerce
• Direct experience facilitating development of customer journey maps and web or mobile design projects for a global or national brand (s)
• Familiarity with digital marketing, social media and mobile marketing tactics
• Willingness to travel domestically and internationally

Preferred Knowledge/Skills/Abilities
• Strong communication and collaboration skills including ability to influence and align diverse stakeholders across multiple geographies and business lines
• Supervisory and managerial experience
• Excellent business acumen and commercial aptitude
• Very good organization skills and structured work approach

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