Director, Customer Engagement
- Adobe
- 4 - 9 years
- Noida, Gurugram
- 11 months ago
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Job Description
- Develop and implement customer engagement programs.
- Design campaigns, events, and promotions to engage customers.
- Supervise the effectiveness of customer engagement initiatives using data and analytics.
Collaboration and Communication:
- Work with internal and external stakeholders to ensure quality service.
- Actively participate in product management and engineering meetings to provide customer experience insights.
- Ensure Customer Care and customers have a voice in the product roadmap and strategy.
Customer Relationship Management:
- Lead the CRM system and analyse customer feedback metrics such as satisfaction, loyalty, retention, and advocacy.
- Conduct customer research and segmentation to understand their needs, preferences, and behaviours.
Process and System Development:
- Design, develop, and implement processes, systems, and technology to support and enhance the customer engagement function.
- Track success metrics and communicate accomplishments and risks to leadership.
Team Leadership and Development:
- Develop and lead strong, collaborative relationships with product owners, Customer Experience teams, Engineering, and other stakeholders.
- Set and rigorously monitor performance goals and objectives, including performance reviews.
- Coach, mentor, and inspire team members to enhance overall engagement, effectiveness, and leadership strength.
Customer Feedback and Improvement:
- Handle customer issues and adapt to changing customer needs.
- Identify and prioritize product top issue drivers and work with engineering to address them.
- Diffuse difficult situations by gathering data and establishing consensus from all parties to achieve desired results.
Advanced Customer Experience Initiatives:
- Support customers in resolving their own issues by offering search capabilities enhanced by AI and seamless digital experiences.
- Leverage advanced technologies, predictive customer data analytics, and qualitative research to identify customer patterns, trends, and individual preferences.
- Reduce customer effort by eliminating friction across all touchpoints, such as repeat contacts, multi-channel hopping, agent transfers, and resolution speed.
- Integrate customer-facing agents with digital journeys and engagement funnels to predict the next best action for customers.
- Ensure each customer-facing employee has real-time data about the customer journey for a consistent, responsive, and wholesome experience.
- Improve management strategies by applying a data-focused approach to streamline processes, increase efficiency, and achieve desired results.
Technical Support Integration:
- Participate in business improvement project meetings and share constructive feedback/inputs to improve Adobes customer experience.
- Design, develop, and implement processes, systems, and technology to support and enhance the support function, including workflow and case management.
- Track success metrics, synthesize results for team reports, and communicate accomplishments and risks to leadership.
- Diffuse difficult situations by gathering data and establishing agreement from all parties to achieve desired results.
- Develop and lead strong, collaborative relationships with product owners, Customer Experience teams, Engineering org., leadership, and other stakeholders to get results.
- Proactively identify high-value technical issues and bug debt to establish agreement from product leadership.
- Lead and train the team to develop delivery plans that enhance customer experience and achieve higher value realization and customer satisfaction.
Skills and Qualifications:
- Minimum of 17+ years of experience in customer-facing roles.
- Bachelors degree or equivalent experience in marketing, business, communication, or a related field; postgraduate degree preferred.
- Consistent track record to develop, communicate, and present new ideas, proposals, and feedback.
- Proficiency in CRM software and knowledge of customer engagement metrics.
- Excellent communication and presentation skills.
- Strong problem-solving and decision-making skills.
- Ability to establish rapport with all stakeholders and present ideas and solutions clearly and concisely.
- Self-motivated with a lot of energy and drive.
Expectations from a Leader:
- Attract and select top talent, promoting diversity within the team and organization.
- Establish challenging yet attainable performance expectations and hold leaders accountable.
- Provide clear and timely feedback and coaching to others on their performance.
- Inspire others by taking risks and encouraging action.
- Break down barriers to cross-functional global collaboration.
- Demonstrate strong self-awareness and compassion, mindful of the impact on others.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Customer Retention - Non VoiceEmployement Type: Full timeContact Details:
Company: AdobeLocation(s): Noida, Gurugram+ View Contact
Keyskills: Product management Business communication Qualitative research Business improvement Workflow Customer experience Management Adobe Customer engagement Technical support
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