Director, (CX) Customer Experience - Media

Spectrum Reach (grows businesses of all sizes with custom, multiscreen advertising solutions, backed by the power of TV, data, innovation, community experts, and unforgettable creative.SUMMARYBuild 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/RESPONSIBILITIESCustomer insights, segmentation, positioningDeeply understand our customers and the experience with every product and serviceBring customer insights and competitive mindsetCreate specific CX goals against existing segments for each stage of the customer journey. Lifecycle marketing to drive conversion and customer lifetime valueManage proactive strategy and ad hoc marketing efforts to drive activation and retention of customersIn collaboration with cross-functional teams, manage optimization to achieve business goals, leads, and revenue targetsMap 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 collaborationServe as go-to resource and voice of customerFacilitate sharing of updates and key learningsTeam managementCoach and mentor a collaborative high performing team that complements other teamsCreate a team culture of individual contribution, collaboration, + aspirational thinkingMarketing technology and automationUtilize martech tools and existing infrastructure to build and execute an optimal CXProvide direction and oversee execution of Spectrum Reach self-service platform CXWork 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 objectivesWork closely with Operations/CRM team to integrate current and future technology for holistic customer experience execution and reporting.QUALIFICATIONS/SKILLSA 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.REQUIREMENTS10+ years in Customer Experience leadership role, preferably in media industry5+ years of managing people and teamsProven track record of building, scaling and managing a high-impact CX functionData strategy and management experienceStrong experience with MarTech stack (i.e. Salesforce, Marketing Cloud, Pardot and ABM technology)Experience in account-based marketingStrong leadership skills with the ability to motivate people and teams and drive accountabilityHighly analytical and data-driven MGN704 307136-10 307136BR RequiredPreferredJob IndustriesTransportation

Created: 2025-10-04