Caliber Collision Centers
Sr. Manager, Digital Marketing - Customer Experience
Caliber Collision Centers, Lewisville, Texas, us, 75029
Service CenterCSCS TX
Essential Job Duties:Lead and participate in collaborative cross-functional teams to consistently deliver intentional end-to-end digital customer experience across brands, channels and audience touchpoints in user journeys (externally, internally and with key vendor partners)Lead and manage performance of Caliber.com, inclusive of SEO initiatives, enhancing based on business and customer need-statesAssess current UX across brands, internally and externally; identify opportunities and quantify financial impact to Caliber; build action plans and budgets accordinglyEstablish, test, validate and optimize digital user journeys within current marketing/business technical stack, while simultaneously scaling and adapting to tech evolution; create roadmaps, detailed project plans and phasing of projects to support UX advancements in accordance with enterprise business goalsBuild and manage future-state CRM initiatives based on customer journey planning and optimizationManage multiple agency resources, clearing roadblocks, building team focus and driving towards results and learningsGather, Interpret and leverage available data to determine improvement opportunitiesDevelop measurement and KPI tracking based on proposed experience changes; ensure performance is being measured and optimized to business goalsBuild consistent UX and clarity across/between portfolio of brands for each target audience (value proposition)Partner with insights team, as well as regularly leverage sentiment listening tools to keep a pulse on user experience opportunitiesAct as user experience expert in digital and physical spaces when collaborating with internal teams, technology partners, client partners and other key stakeholdersCreate, articulate and present strategies, implementation plans, tactical progress, results and data analyses/learnings to stakeholders and the wider businessUsing data and expertise to challenge current processes with a "test and learn" mindset; Maintain up-to-date knowledge on UX/UI best practices in order to seek, implement and measure better solutionsAbility/Skills/Knowledge
Ability to lead and collaborate cross-functionally with internal teams, merge business and user needs into cohesive experiences, manage multiple external agencies, and architect seamless experiences across audience touchpoints.Utilize customer insights, UX innovation trends, best practices and business data/goals, to continually optimize branded experiencesProven quantitative and analytical skills; should be extremely comfortable with Excel, Google Analytics and other analytical toolsStrong familiarity with SEO and reporting programs in particular: GA4, Google Search Console, AHRefsExperience leveraging and optimizing multiple disparate technology solutions internally and externally, across vendor partnersExperience with UX planning and architecture software (Lucidchart, Visio, Figma, etc.)Experience with planning and executing CX and UX assessments and improvementsCuriosity around ever-changing user behavior and consumer insights; ability to hypothesize, partner in research/testing, analyze results and apply key learningsProven ability to partner across internal and external (agency) teams; Especially with IT teams to prioritize, evaluate, integrate and optimize consumer-oriented technologiesExcellent communication and project management capabilities; this role will work across multiple brands and interact with many stakeholders at all levels of the companySelf-accountable, proactive, optimistic, strategic and able to execute - someone who wants to create positive change for our customersQualifications:
Bachelors in Marketing, Technology, Business, User Experience, Information Architecture, or related degreeMinimum 5 years experience developing and implementing customer journeys; solid track record of successfully creating and optimizing online and offline experiences
Caliber is an Equal Opportunity Employer
Essential Job Duties:Lead and participate in collaborative cross-functional teams to consistently deliver intentional end-to-end digital customer experience across brands, channels and audience touchpoints in user journeys (externally, internally and with key vendor partners)Lead and manage performance of Caliber.com, inclusive of SEO initiatives, enhancing based on business and customer need-statesAssess current UX across brands, internally and externally; identify opportunities and quantify financial impact to Caliber; build action plans and budgets accordinglyEstablish, test, validate and optimize digital user journeys within current marketing/business technical stack, while simultaneously scaling and adapting to tech evolution; create roadmaps, detailed project plans and phasing of projects to support UX advancements in accordance with enterprise business goalsBuild and manage future-state CRM initiatives based on customer journey planning and optimizationManage multiple agency resources, clearing roadblocks, building team focus and driving towards results and learningsGather, Interpret and leverage available data to determine improvement opportunitiesDevelop measurement and KPI tracking based on proposed experience changes; ensure performance is being measured and optimized to business goalsBuild consistent UX and clarity across/between portfolio of brands for each target audience (value proposition)Partner with insights team, as well as regularly leverage sentiment listening tools to keep a pulse on user experience opportunitiesAct as user experience expert in digital and physical spaces when collaborating with internal teams, technology partners, client partners and other key stakeholdersCreate, articulate and present strategies, implementation plans, tactical progress, results and data analyses/learnings to stakeholders and the wider businessUsing data and expertise to challenge current processes with a "test and learn" mindset; Maintain up-to-date knowledge on UX/UI best practices in order to seek, implement and measure better solutionsAbility/Skills/Knowledge
Ability to lead and collaborate cross-functionally with internal teams, merge business and user needs into cohesive experiences, manage multiple external agencies, and architect seamless experiences across audience touchpoints.Utilize customer insights, UX innovation trends, best practices and business data/goals, to continually optimize branded experiencesProven quantitative and analytical skills; should be extremely comfortable with Excel, Google Analytics and other analytical toolsStrong familiarity with SEO and reporting programs in particular: GA4, Google Search Console, AHRefsExperience leveraging and optimizing multiple disparate technology solutions internally and externally, across vendor partnersExperience with UX planning and architecture software (Lucidchart, Visio, Figma, etc.)Experience with planning and executing CX and UX assessments and improvementsCuriosity around ever-changing user behavior and consumer insights; ability to hypothesize, partner in research/testing, analyze results and apply key learningsProven ability to partner across internal and external (agency) teams; Especially with IT teams to prioritize, evaluate, integrate and optimize consumer-oriented technologiesExcellent communication and project management capabilities; this role will work across multiple brands and interact with many stakeholders at all levels of the companySelf-accountable, proactive, optimistic, strategic and able to execute - someone who wants to create positive change for our customersQualifications:
Bachelors in Marketing, Technology, Business, User Experience, Information Architecture, or related degreeMinimum 5 years experience developing and implementing customer journeys; solid track record of successfully creating and optimizing online and offline experiences
Caliber is an Equal Opportunity Employer