Director, Client Experience - Media

Full Time Murfreesboro, Tennessee Posted 01/14/2022 Areas of interest: Account Management, Ad Sales, Business Development, Content Development, Customer Operations, Leadership, Marketing Requisition Number: 299131BR-5 MGN720
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

C
ustomer 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 thinking
Marketing 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

MGN720 299131-5 299131BR

Our Commitment During COVID-19 Your health and safety is important to us, as such we’re using virtual recruiting tools to safely meet with qualified candidates. We are working in the office, following CDC guidelines.

Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 95,000 individuals working together to serve more than 31 million customers in 41 states. Watch this video to learn more.

Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.

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