Customer Engagement Lead Full Time NEW

Position: Customer Engagement Lead

Location: Remote (average 5 hours per week for 6 months)

Duration: 6+ Months

ole Overview

The Customer Engagement Strategy Lead is responsible for defining and driving enterprise-wide customer engagement strategies that improve business outcomes, customer satisfaction, and operational efficiency. This role leads the design and execution of strategic engagement moments across the customer journey while aligning with brand positioning, business priorities, and transformation initiatives. The position plays a key role in building new capabilities that elevate customer experience and support measurable growth.

Key Responsibilities

Customer Engagement Strategy

• Lead the development of a multi-year customer engagement roadmap aligned with enterprise transformation and growth priorities.
• Translate customer insights and journey data into engagement frameworks that improve loyalty, retention, and revenue.
• Partner with cross-functional leaders across Customer Experience, Sales, Marketing, Product, and Supply Chain to integrate engagement strategy into business planning.
• Refine and optimize customer engagement strategies by evaluating existing approaches and making actionable recommendations.
• Shift communications from transactional messaging to strategic engagement focused on key customer moments.
• Establish communication frameworks and touchpoint models that guide engagement across teams and channels.

Content & Messaging

• Develop and edit customer-facing communications that align with brand voice and customer experience goals.
• Support messaging for product launches, strategic initiatives, pricing updates, program rollouts, and customer journey communications.
• Partner with internal communications teams on issue management and crisis response communications.

Journey & Experience Design

• Collaborate with customer journey teams to assess engagement gaps and improve customer communications throughout the lifecycle.
• Apply service design and design-thinking principles to enhance customer engagement experiences.
• Support the creation of presentations and tailored communications for strategic accounts and partners.
• Align communication strategies with customer journey stages and experience objectives using data-driven approaches and automation.

Engagement Analytics & Optimization

• Own KPIs tied to customer engagement, retention, satisfaction, and business impact.
• Analyze customer behavior trends and engagement metrics to identify opportunities for optimization.
• Lead cross-functional reviews to measure engagement effectiveness and drive continuous improvement initiatives.
• Test and implement new strategies to improve engagement outcomes and customer experience performance.

Change Management & Enablement

• Develop change communication frameworks that support stakeholder alignment and organizational readiness.
• Create internal communication processes that ensure consistent messaging across teams.
• Act as a strategic advisor to leadership on customer engagement and communication strategies.
• Mentor teams on customer-centric communication practices, brand voice, and experience design principles.
• Promote a customer-first culture across the organization.

Process, Governance & Capability Building

• Help design and implement enterprise engagement capabilities such as personalization, journey orchestration, and engagement platforms.
• Establish governance processes and communication approval workflows to ensure consistency and compliance.
• Improve communication tools and methodologies to support scalable and personalized engagement strategies.
• Advise leadership and cross-functional teams on communication best practices and strategic messaging approaches.

Qualifications

Required

• Bachelor’s degree in Business, Communications, Strategy, or related field; Master’s degree preferred
• 7–10 years of experience in communications, customer engagement, experience strategy, marketing, or enterprise communications
• Strong stakeholder management and cross-functional collaboration experience
• Proven ability to lead strategic initiatives with measurable business impact
• Experience developing customer-centric messaging and improving engagement processes
• Strong written and verbal communication skills

Preferred

• Experience working in B2B environments
• Familiarity with automated and digital engagement strategies
• Experience with service design and design-thinking methodologies
• Knowledge of organizational change management and transformation initiatives
• Exposure to journey management or collaboration tools is a plus