Director of Client Success Digital Strategy
New
Fully remote work flexibility within the United StatesFull-TimeDirector
Salary149,500 - 172,000 USD per year
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Job Details
- Experience
- 10+ years of progressive experience
- Required Skills
- LeadershipProject ManagementData AnalysisCRM
Requirements
- Bachelor’s degree in Business, Marketing, Communications, Technology, or a related field preferred.
- 10+ years of progressive experience in digital strategy, customer experience, operations, or technology-driven business environments.
- Minimum 8 years of experience implementing and managing digital platforms and transformation initiatives.
- At least 5 years of experience leading contact center digital operations, including chat and email support environments.
- Proven leadership experience managing teams and developing high-performing talent.
- Strong understanding of digital customer engagement tools, CRM systems, automation technologies, and omnichannel strategies.
- Demonstrated ability to lead enterprise-level digital transformation projects and influence senior stakeholders.
- Excellent analytical, communication, presentation, and problem-solving skills.
- Ability to thrive in a fast-paced environment while managing multiple priorities and projects simultaneously.
- Strong organizational skills, adaptability, and customer-focused mindset.
Responsibilities
- Lead the development and execution of digital transformation strategies that improve customer engagement, operational efficiency, and overall client experience.
- Drive innovation initiatives by identifying and implementing new digital tools, AI solutions, CRM enhancements, and automation capabilities.
- Oversee digital communication channels including chat, email, self-service platforms, and omnichannel customer support strategies.
- Monitor and optimize KPIs related to customer satisfaction, response times, operational performance, and digital adoption.
- Collaborate with cross-functional teams to modernize processes, launch digital solutions, and support scalable business growth.
- Build and mentor a team of digital specialists, fostering a culture of collaboration, accountability, and continuous improvement.
- Manage digital project portfolios, measure ROI on initiatives, and ensure alignment with broader business objectives.
- Establish and maintain strong internal and external partnerships to support innovation and enhance digital service capabilities.
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