Experienced Customer Experience Journey Strategist Manager – Enhancing Business Customer Journeys at arenaflex

About arenaflex

At arenaflex, we're a leading provider of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes, anticipating, leading, and believing that listening is where learning begins. In crisis and in celebration, we come together – lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

Job Summary

We're looking for a growth-oriented professional to bring passion, creativity, and innovation to the growing arenaflex Business Group's Customer Experience Team. As the Manager Customer Experience Journeys Strategist for arenaflex Business Group's Customer Experience Team, you will be a critical driver in our work to enhance great customer experiences for business customers. This individual will lead communication strategies to manage the end-to-end CX for Business Markets and Global Enterprise and Public Sector, acting as a central point of contact for building and refining orchestration journeys for transactional and non-marketing communications.

Key Responsibilities

• Own the end-to-end transactional journey work, logic sequencing, and touchpoint strategy for transactional and other omnichannel communications for arenaflex customers.
• Build, map, and analyze customer journeys, identifying gaps and implementing on planned recommendations to drive NPS and churn/growth goals for the CRM team.
• Drive transformation by leading design and flow improvements, incorporating customer data and business insights for a superior customer experience.
• Possess understanding of direct marketing best practices across key tactics (email, direct mail, SMS, digital banners, and campaigns) to influence communication journeys from purchases, legal, and compliance events.
• Work closely with agency and other creative partners in the design, build, and testing for emails, SMS, and other ad-hoc communications ensuring standards and system classifications are met aligned with future platform migration efforts.
• Work across cross-functional teams in leading design thinking and brainstorming exercises to influence the overall CX comms blueprint and touchpoint strategy.

What You'll Need

To succeed in this role, you'll need:

• Bachelor's degree or four or more years of work experience.
• Six or more years of relevant work experience.
• Experience in marketing and/or digital marketing to business customers.
• Experience in executing on marketing communications including Email, SMS, and/or Push Notifications.
• Program delivery and execution experience.

Preferred Qualifications

Even better if you have one or more of the following:

• AEM (Adobe Experience Manager) experience.
• Agency experience.
• Digital Marketing/Customer experience certification.
• Working knowledge of Adobe, Marketo, Pega tools.

Work Environment and Culture

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager. At arenaflex, we're proud to be an equal opportunity employer – and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. We know that diversity makes us stronger and are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging.

Benefits and Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of arenaflex. From health and wellness benefits, short-term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance, and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances. If you are hired into a California, Colorado, Connecticut, Hawaii, Nevada, New York, Rhode Island, or Washington work location, the compensation range for this position is between $94,000.00 and $175,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive-based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.

How to Apply

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above. Apply now and join the arenaflex team in shaping the future of customer experience! Apply for this job