Digital Customer Experience Manager

Digital Customer Experience ManagerWe are looking for a high-energy, customer-obsessed leader to join us as a Digital Customer Experience Manager. This role offers a unique opportunity to set the vision for how our external-facing digital ecosystem shows up for customers and to inspire a talented team in bringing that vision to life. As the architect of the end-to-end digital customer journey, you will guide strategy across multiple brands and product lines, translating business goals into intuitive, impactful digital solutions.ResponsibilitiesStrategy & Execution: Drive the design and execution of a cohesive digital customer experience across all touchpoints, including web, mobile, email, social, and commerce.Journey Mapping: Lead journey mapping activities to understand behavior, identify friction points, and design interventions that improve the digital experience.Optimization: Leverage commerce experience to optimize online customer journeys, improve conversion paths, and enhance digital merchandising effectiveness.Collaboration: Apply UX/UI understanding to collaborate with design, product, and digital teams to improve user interfaces and engagement.Data-Driven Insights: Use digital tools for marketing attribution and performance measurement (Google Analytics, CRM, Marketing Automation) to optimize investments.Team Leadership: Provide direction and development to a multicultural marketing team, focusing on elevating digital skills and customer experience capabilities.IT Liaison: Act as the accountable business representative to partner with IT, translating business needs into prioritized technical requirements.QualificationsEducation: College, university, or equivalent degree in Marketing, IT, Business Administration, or a related field required.Experience:5–10+ years in marketing, customer experience, digital, or related fields.Leadership: Proven track record of leading teams or cross-functional initiatives and managing digital commerce platforms.Technical Savvy: Experience with customer journey mapping, digital analytics (NPS, CSAT), and translating complex business needs into technical requirements.Additional InformationWorkplace Type: Hybrid (3 days in-office).Preferred Locations: Nashville, TN or Indianapolis, IN.