Director, (CX) Customer Experience - Media
Company: SPECTRUM
Location: Birmingham
Posted on: May 16, 2022
Job Description:
Spectrum Reach (www.spectrumreach.com) grows businesses of all
sizes with custom, multiscreen advertising solutions, backed by the
power of TV, data, innovation, community experts, and unforgettable
creative.
SUMMARY
Build an Omni channel data-driven customer experience that yields
high customer satisfaction, conversion, retention and upsell
rates.
Build personalized experiences based on identified customer
segments, ideal customer profile and scoring methodology. Work
cross functionally with Brand, Media, Demand Marketing, Web Design,
Creative Agency, Field Marketing and Marketing Intelligence teams
to architect an optimal mix of marketing tactics, messages and
content executed through the right channels at a right stage of the
customer journey.
Define and translate requirements into customer experience
frameworks, interaction designs, information architecture diagrams
and wireframe flows.
DUTIES/RESPONSIBILITIES
Customer insights, segmentation, positioning
- Deeply understand our customers and the experience with every
product and service
- Bring customer insights and competitive mindset
- Create specific CX goals against existing segments for each
stage of the customer journey.Lifecycle marketing to drive
conversion and customer lifetime value
- Manage proactive strategy and ad hoc marketing efforts to drive
activation and retention of customers
- In collaboration with cross-functional teams, manage
optimization to achieve business goals, leads, and revenue
targets
- Map the existing customer journeys to identify gaps in the
holistic customer experience and create a unified full funnel CX
view for the future state.
- Develop customer acquisition, retention and upsell programs
along with Brand Strategy, Sales Enablement, Content, Field
Marketing and Web development teams.
- Cross-functional collaboration
- Serve as go-to resource and voice of customer
- Facilitate sharing of updates and key learnings
- Team management
- Coach and mentor a collaborative high performing team that
complements other teams
- Create a team culture of individual contribution,
collaboration, + aspirational thinkingMarketing technology and
automation
- Utilize martech tools and existing infrastructure to build and
execute an optimal CX
- Provide direction and oversee execution of Spectrum Reach
self-service platform CX
- Work to simplify systems and processes, avoiding customization
bloat and over-engineered processes.
- Establish data delivery for reporting and analysis on all
activities in order to demonstrate ROI, program impact, and
alignment to business' objectives
- Work closely with Operations/CRM team to integrate current and
future technology for holistic customer experience execution and
reporting.
QUALIFICATIONS/SKILLS
- A player-coach -comfortable switching gears between tactical
execution and strategic planning and execution with a clear
understanding of the bigger picture.
- An exceptional people leader -possess strong leadership skills
and a proven history of attracting, motivating and retaining
exceptional associates who are highly accountable and engaged
around our brand mission, vision and values.
- Process oriented -skilled at developing new frameworks and
building scalable processes from scratch to enable efficiency,
productivity and scale.
- A data-driven decision maker -solid analytical skills with the
ability to analyze and interpret data to deliver insights that
optimize business performance.
- An excellent project manager -highly skilled at end to end
project management and adept at juggling multiple projects and
priorities in a fast-paced environment while never missing a
deadline.
- A CX thought leader -deeply knowledgeable about the latest
industry trends, best practices, software and tools and leverage
those insights to continuously raise the bar for our CX
function.REQUIREMENTS
- 10+ years in Customer Experience leadership role, preferably in
media industry
- 5+ years of managing people and teams
- Proven track record of building, scaling and managing a
high-impact CX function
- Data strategy and management experience
- Strong experience with MarTech stack (i.e. Salesforce,
Marketing Cloud, Pardot and ABM technology)
- Experience in account-based marketing
- Strong leadership skills with the ability to motivate people
and teams and drive accountability
- Highly analytical and data-driven
MGN704 307136-14 307136BR
Keywords: SPECTRUM, Birmingham , Director, (CX) Customer Experience - Media, Advertising , Birmingham, Alabama
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