Mitratech - Program Manager, Digital Engagement
Requirements
• 5-7 years of experience in customer engagement, customer success operations, B2C digital marketing, or digital engagement. • Experience driving customer adoption, retention, engagement or lifecycle programs in SaaS technology, insurance, healthcare, retail, or consumer tech industries., • Experience building and scaling digital customer journeys and engagement programs • Hands on experience with customer engagement and marketing automation platforms (e.g., Salesforce Marketing Cloud, Marketo, Gainsight Journey Orchestrator, Send Grid, etc.). • Strong analytical skills with hands-on experience in experimentation and performance optimization. • Experience building cross-functional programs and initiatives in a fast-paced environment. • Familiarity with customer data platforms (CDPs), behavioral analytics tools, and personalization engines. • Experience with Pendo and engaging with customers through a digital platform is a plus • Strong communication, presentation, and management skills. • Exceptional self-starter skills and ability to manage issues and projects to completion. • Proven leadership, oral/written communication, and problem-solving skills. • Solid PC skills including thorough knowledge of MS Word, PowerPoint, Excel. • Ability to explore ways to improve and promote quality, accuracy, and thoroughness. • Education, or equivalent: • Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience
Responsibilities
• Digital Engagement Strategy • Develop and execute a comprehensive B2C digital engagement framework and customer adoption strategy aligned to company customer engagement objectives. • Partner with teams to identify opportunities to increase product usage, engagement and customer health • Oversee digital customer programs across email, SMS, push notifications, in-app messaging, social, and web personalization. • Define segmentation frameworks and personalization strategies to improve engagement and relevance. • Customer Lifecycle & Retention • Design lifecycle journeys from acquisition through retention and advocacy. • Optimize programs that accelerate customer onboarding, engagement, win-back, and loyalty. • Increase customer lifetime value (LTV) through data-informed engagement tactics. • Data & Performance Optimization • Establish KPIs and reporting dashboards to measure engagement, retention, and revenue impact. • Leverage customer feedback, A/B testing, experimentation, and behavioral analytics to continuously optimize digital engagement programs . • Translate data insights into actionable strategies and executive-level reporting. • Core Competencies • Core Competencies • Customer-obsessed mindset • Strategic thinker with strong execution skills • Data-driven decision maker • Strong communicator and influencer • Highly collaborative and cross-functional • Growth-oriented and experimental
Benefits
• We will disclose intended pay ranges in our job ads for US-based opportunities – This role can be performed 100% remote anywhere in the US. Anticipated Pay: $110,000 Annually USD • Anticipated Pay: $110,000 Annually USD • Total compensation includes US employee benefits and annual bonus eligibility. • Health, Dental & Vision Insurance * • 401 (k) + Employer Match * • Unlimited PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off • STD, LTD & Group Life Insurance • Paid Parental Leave • FSA & HSA Options • Employee Assistance Program • Career Advancement & Professional Development Opportunities • Employee Recognition • LinkedIn Learning Platform • Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com
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