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Digital Customer Engagement Lead

hace 2 meses

Barcelona, Barcelona, España Brambles A tiempo completo

Job Summary:

The Digital Customer Engagement Lead will be responsible for developing and executing online communication strategies to enhance customer engagement and satisfaction. This role will focus on leveraging digital platforms to deliver consistent, high-quality communication and ensuring a seamless customer experience across all online touchpoints.

Key Responsibilities:

  • Develop and implement a strategic online customer communication strategy that aligns with overall customer experience and business goals.
  • Identify and prioritize communication channels (website, email, social media, mobile, chat) to maximize customer engagement and satisfaction.
  • Oversee the creation, management, and optimization of digital content, ensuring consistency in brand voice and messaging.
  • Enhance the customer experience by developing and executing targeted communication campaigns and initiatives.
  • Monitor and analyze the performance effectiveness of online communication strategies and campaigns, using metrics and KPIs to drive continuous improvement.
  • Prepare and present regular reports on communication performance and customer engagement trends.
  • Work closely with marketing, product, customer service, and IT teams to ensure cohesive communication strategies and seamless execution.
  • Stay updated on the latest digital communication trends, tools, and technologies to enhance the company's online presence.

Requirements:

  • Bachelor's degree in communications, marketing, business, or a related field.
  • 7+ years of international experience in digital communications with a strong background in online customer engagement.
  • Track record of developing and implementing successful online communication strategies.
  • Experience with CRM platform development and maintenance, including content management systems, social media, and email marketing.
  • Excellent written and verbal communication skills, with a keen eye for detail and consistency.
  • Strong analytical skills, with the ability to interpret data and make informed decisions.
  • Knowledge and experience in managing secure and unsecure messaging for customer communications.
  • Strong collaboration and interpersonal skills, with the ability to work effectively across departments and regions.