Digital Customer Experience Strategist Lead

Ready to become a Wriker?

Wrike is looking for a Digital Customer Strategy Lead . In this role, you will optimize and harmonize our digital communications to enhance the customer experience, drive key engagement metrics, and support our business goals.

How You’ll make an Impact:

Strategic Alignment and Coordination:

• Align Initiatives: Ensure all digital communication efforts align with company goals.
• Strategy Coordination: Evaluate and align digital communication efforts across teams.
• Customer Journey Mapping: Create and maintain detailed customer journey maps to visualize customer interactions and identify opportunities for improvement.
• Communication Audits: Conduct regular audits to understand objectives and eliminate duplicative efforts.

Content and Communication Management:

• Calendar Management: Maintain a centralized digital communication calendar for planning and scheduling.
• Personalization Strategy: Leverage customer data to implement personalized engagement strategies.

Performance Tracking and Analysis:

• Performance Metrics: Standardize tracking, analysis, and reporting of performance metrics.
• Feedback Loop: Establish and manage a feedback loop for continuous customer insights.

Customer Engagement and Satisfaction:

• Improved Customer Satisfaction: Ensure customers feel valued and supported through proactive engagement and tailored communication.
• Increased Customer Retention: Drive higher retention rates by providing an excellent digital experience for our customers.

Team Collaboration and Development:

• Team Collaboration: Encourage feedback and collaboration, fostering a continuous learning environment.
• Digital Initiatives & Events: Develop and expand impactful digital initiatives and events in partnership with the broader team.

You will achieve your best if you have:

• Bachelor's degree in Business, Communication, Marketing, or a related field.
• 5+ years of experience in digital communication or customer engagement.
• Strong analytical skills for tracking, analyzing, and reporting performance metrics.
• Proven ability to manage centralized communication calendars and streamline communication strategies.
• Excellent communication and interpersonal skills with a track record of successful team collaboration.
• Familiarity with digital tools and platforms e.g., CRM systems, marketing automation tools, analytics platforms (Salesforce, Marketo etc.)
• Design thinking and facilitation skills to drive innovative solutions and customer-centric strategies.

You will stand out with:

• Experience in the SaaS or technology-driven industry.
• Certification in project management or event planning.
• Proficiency in using Wrike for project management.
• Experience in Community engagement and fostering customer relationships.

Your recruitment buddy will be Aziza Talhi, Senior Recruiter.

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