VP of Digital Customer Engagement

Role Description The VP of Digital Customer Engagement is a full-time, remote role responsible for shaping and executing the organization’s digital customer engagement strategy. This role oversees the design and optimization of digital touchpoints, including self-service platforms, contact center technologies, and customer communication channels, to drive superior customer experiences. Day-to-day responsibilities include leading cross-functional teams, setting performance metrics, analyzing customer data, and implementing initiatives that improve customer satisfaction and operational efficiency. The VP will collaborate with customer service, marketing, technology, and operations teams to ensure a consistent, high-quality customer experience across all digital channels. This role also involves managing budgets, vendor relationships, and innovation programs to continuously enhance customer engagement capabilities.
Qualifications
Demonstrated expertise in Customer Experience, Customer Satisfaction, and Customer Service, with a track record of improving key customer metrics.
Strong Analytical Skills, including the ability to interpret customer data, contact center metrics, and digital engagement analytics to inform decisions.
Extensive experience leading Contact Centers or customer operations, including digital and omnichannel environments.
Leadership experience in managing high-performing, multidisciplinary teams and driving complex, organization-wide initiatives.
Proficiency in digital engagement tools and platforms (e.g., CRM systems, customer feedback tools, chat, social media, and self-service technologies).
Excellent communication, stakeholder management, and change management skills.
Strategic mindset with the ability to translate customer insights into actionable business strategies and roadmaps.
Bachelor’s degree in Business, Marketing, Communications, or a related field; advanced degree or equivalent leadership experience is preferred.

Skills
CRM

Experience
10+ yrs

Work arrangement
Yes