Summary:
The Digital Customer Experience Manager will play a key role in managing our digital communications to enhance our customer experience while driving upsell and cross sell opportunities. This includes leading many of our existing journeys, finding new and creative solutions focused on driving customer value and implementing retention strategies.

Act as a champion for providing exceptional, relevant digital customer experiences through a customer contact strategy, our mobile app, and a proactive management of our customer base.

The ideal candidate has experience in marketing communications, building and implementing contact strategies, digital marketing and mobile apps. Also has a proven track record executing with excellence, strong analytical and project management skills and the ability to interpret data to generate insight and action.

Moving forward, it is our goal to offer as much flexibility as possible to support individual work styles, while balancing business needs and ensuring we live our culture.

Key Responsibilities:

• Develop and execute customer journey strategies across all stages from prospect to retention (includes opportunity sizing, creative review, deployment, reporting and post campaign analysis) to accelerate growth within the base.
• Partnering with the Business Intelligence Team and agency partners to build and deploy contact strategies, predominantly though Salesforce Marketing Cloud.
• Execute new opportunities within the base for upsell and retention through building various multi-touch, multi-dimensional journeys including digital, inbound and outbound tactics.
• Identify, execute and partner with IT to apply mobile app best practices and create new mobile experiences to increase app adoption and boost engagement on the Enercare App.
• Work with cross functional teams to execute on annual and quarterly marketing plans and strategies to grow engagement and share of wallet with our customer base
• Complete post-mortems and analyze and comprehend program ROI and benefits

Qualifications:

• Minimum of 2 years of experience working in marketing, ideally with a focus on digital marketing, contact strategy and/or customer communications
• Ability to manage complex marketing projects, including working closely with IT on integrations.
• Great partnership skills – working effectively with cross-functional teams
• Experience managing projects with multiple agencies
• Solid written and verbal communications, specifically in brief writing and project analysis and reviews
• Strong familiarity with executing best practices in email marketing and email analytics.
• Experience with Salesforce is strongly preferred.
• Experience with mobile apps, Contentful, Uplands, UX/UI is a plus.