Job Description

Omnichannel Experience Orchestration Mgr. (Personalization & Automation):

This role will be responsible for creating a cohesive and personalized customer journey by optimizing cross-channel experiences and driving business outcomes through strategies that focus on personalization, channel integration, and automation; it involves ensuring seamless integration of customer experiences across platforms, developing personalized strategies using customer data and advanced technologies like NBX, MCP and SFMC, collaborating with marketing and sales to align goals and optimize processes, establishing key performance indicators (KPIs) to assess customer experience effectiveness, and identifying the necessary capabilities to support seamless experience orchestration with tools such as customer data platforms and analytics solutionsPivotal role in ensuring a cohesive and personalized customer journey, optimizing cross-channel experiences, and driving customer experience and business outcomes by Personalization, Channel Integration and Automation.Cross-Channel Integration: driving a seamless integration of customer experiences across different channels and platforms, ensuring consistency and coherence in messaging, design, and functionality.Personalization Strategy: Developing and implementing strategies for delivering personalized experiences based on customer data and behavior, leveraging technologies such as NBX, MCP and marketing automation platforms (SFMC).Collaboration with Cross-Functional Teams: Working closely with marketing, sales, customer service, and IT teams to align on customer experience goals, implement cohesive strategies, and optimize processes to enhance the overall customer journey.Performance Measurement and Analysis: Establishing key performance indicators (KPIs) to measure the effectiveness of the customer experience and leveraging data and analytics to continuously refine and optimize the omnichannel experience.Technology Enablement: Identifying and implementing the necessary technologies and tools to support seamless experience orchestration, such as customer data platforms, content management systems, and analytics solutions.

EDUCATION:

Bachelor’s degree ideally in Marketing, Business Administration, Information Technology, or Engineering. A postgraduate degree in Data Analytics, Customer Experience, or Digital Transformation is highly valued.

EXPERIENCE:

5 years in roles related to customer experience management, particularly in projects involving personalization, automation, and cross-channel integration. Hands-on experience with platforms such as Salesforce Marketing Cloud (SFMC), Adobe Experience Manager (AEM), or similar tools. Experience with NBX and Marketing Cloud Personalization (MCP), whether in implementation or strategy design, is a plus. Knowledge of Customer Data Platforms (CDPs) and analytical tools like Google Analytics 4 (GA4) or Power BI. Being up to date on the latest trends in customer experience management and marketing technologies.

SKILLS:

Strategic Thinking, ability to align business objectives with customer experience initiatives.Leadership and Collaboration, proven experience leading teams and working effectively across cross-functional areas. Ability to influence senior management.Customer-focused approach with a deep understanding of customer needs & business acumen.Adaptability and Learning, ability to stay up-to-date with technological and market trends.Capability to interpret data and derive actionable insights.Familiarity with automation techniques, advanced personalization, and dynamic segmentation. Knowledge of data integrations, and inter-platform workflows.Communication skills: Excellent written & verbal communication skills.

LANGUAGES:

Fluent English & Spanish

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Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Not Applicable

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

01/24/2025

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID:R327215