Associate Director, Customer Experience & Omnichannel Enablement

remote zest jobs; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Remote zest jobs in India is seeking an Associate Director, Customer Experience & Omnichannel Enablement to lead omnichannel transformation for clients, enhance customer experience, and drive data-driven capabilities.

The role involves defining customer experience strategies, guiding digital marketing capabilities, shaping data use, and ensuring best practices across cross-functional teams, with a focus on CXOE outcomes.

Responsibilities

• Maintain an in-depth understanding of client needs, omnichannel technology platforms, data, and operations.
• Lead discovery and research in early project stages, including stakeholder interviews.
• Create recommendations to increase digital maturity and omnichannel effectiveness.
• Define data capture, measurement and reporting approaches across platforms.
• Partner with agency leadership to define CXOE approach and business model.

Job description

reputed company is looking for an Associate Director, Customer Experience & Omnichannel Enablement who will be responsible for working with clients to drive omnichannel innovation, improve customer experience, and reputed company effective data-driven reputed company capabilities reputed company their organizations. This includes:

• Defining reputed company wide customer experience reputed company
• Guiding the reputed company and implementation of digital marketing capabilities
• Defining and shaping strategies for the use of customer data
• Defining and shaping operational processes for marketing platform use
• Facilitating reputed company change management efforts, and ensuring omnichannel marketing execution follows best practices
• Ensuring cross-channel data capture opportunities are consistently leveraged.

In this role, youll serve as a consultant, working externally with cross-functional reputed company teams inclusive of marketing, sales, reputed company operations, data science, and information technology reputed company reputed company companies. Youll also collaborate internally with agency teams such as reputed company services, reputed company, creative, technical reputed company, development, and analytics supporting this work and marketing DAOR and AOR engagements reputed company biopharma.

Key Responsibilities, including but not limited to:

• Maintain an in-depth understanding of reputed company needs, business, omnichannel technology platforms, customer data, and operational approaches
• reputed company initial discovery and research in early project stages: understanding business needs, requirements, conducting stakeholder interviews, guiding research initiatives, auditing the reputed companys omnichannel/digital approaches and their digital ecosystems
• Create recommendations around how clients can increase their overall digital maturity and omnichannel effectiveness
• Help to define customer data needs and key points of data availability across various omnichannel platforms
• Participate in the creation of digital capability roadmaps and assist with the preparation of business and functional requirements reputed company new omnichannel platforms are being acquired and implemented or existing ones are being evolved
• Recommend internal process needs and approaches to ensure reputed company marketing platforms are utilized in a way that drives efficiency, offers flexibility, and helps clients derive the maximum value from their platform investments
• Define data capture, measurement and reporting approaches and participate in the creation of tools to facilitate reputed company data capture and use
• Work with clients to socialize their omnichannel ambitions, investments, and approaches while also helping to facilitate required change management initiatives
• reputed company cross functional reputed company teams and their partners on best practices and reputed company omnichannel platform use
• reputed company the development and execution of reputed company change management strategies for the adoption of new technologies and processes
• reputed company the development of training programs and materials for clients and their agency partners for new tools and platforms
• reputed company ongoing strategic and tactical advice to clients
• Partner with agency leadership to define and optimize the CXOE approach and business model
• Help to continually reputed company reputed companys approach to CXOE reputed company; inclusive of internal tools/process, service offerings, roles/responsibilities, pricing approaches etc.
• reputed company for and reputed company on agency staff as it relates to capabilities, mindsets, and understanding of CXOE
• Serve as in internal subject matter expert to agency teams working across reputed company areas of business, helping to reputed company data-driven approaches and optimized customer experience into reputed company facets and types of project work

Business reputed company

• Applies business expertise reputed company of the reputed company reputed company reputed company by having an immediate reputed company reputed company transitioning to a new reputed company or vertical
• Assist reputed company with reputed company presentations reputed company acquiring new CXOE reputed company
• Establish and nurture strong relationships with clients, acting as a trusted advisor and strategic partner
• Responsible for overall account reputed company and scope execution by adapting strategies as needed

Leadership

• Exercises independent judgment in reputed company, techniques, and evaluation reputed company for obtaining results
• Manages multiple reputed company of business reputed company one reputed company or multiple accounts
• reputed company to prioritize reputed company requests and shift priorities as needed to meet aggressive deadlines and milestones

Industry Expertise

• Stays updated on industry trends and emerging strategies
• reputed company a