Communication and Engagement Lead

Job Title: Customer Engagement Lead

Location: Fully Remote

Duration: 03+Months(with high possibility of extension)

Core availability between 9am-4pm EST for stakeholder meetings when needed.

20 hours per week until the end of the year, then potential to extend

Job Description:

The focus is on:

o Evaluating the current engagement strategy

o Refining and sharpening it

o Making clear recommendations

o Helping drive the strategy across the broader company

Qualifications:

Required:

Bachelor's degree; Master's preferred in Communications, Business, Strategy, or related field

5 7 years of experience in communications, marketing, customer engagement, experience strategy, or enterprise communications

Proven ability to craft customer-centric messaging and improve communication processes

Strong stakeholder management and cross-functional collaboration skills

Proven track record of leading strategic initiatives with measurable business impact

Experience building enterprise capabilities and leading cross-functional transformation

Preferred:

Experience in B2B environments

Technical acumen to support automated and digital engagement

Experience with service design and design thinking methodologies

Strong understanding of organizational change and transformation

Skills & Attributes:

Exceptional business writing and verbal communication skills

Strong commercial and organizational acumen

Strategic thinker with a customer-first mindset

Ability to lead through ambiguity and influence across functions

Positive energy and passion for driving meaningful customer connections

Key Responsibilities:

Customer Engagement Strategy

• Develop and execute a customer engagement strategy that aligns with the customer journey, brand positioning, and business goals.
• Establish a customer touchpoint model and communication calendar guiding product managers, journey managers, category, sales, marketing, and customer logistics teams.
• Shift communication from transactional messaging to strategic engagement-supporting key moments with relevant, resonant content.
• Translate customer insights and journey data into strategic engagement frameworks that drive loyalty, retention, and revenue.
• Influence senior leaders across CX, Sales, Marketing, Product, and Supply Chain to embed engagement strategy into business planning.

Content & Messaging Excellence

• Write and edit customer-facing communications that reflect brand voice and enhance customer experience.
• Ensure messaging supports product launches, program rollouts, policy changes, pricing updates, priority customer journeys/moments and strategic initiatives.
• Partner with Corporate Communications on issues and crisis response to protect brand reputation.

Journey-Aligned Communication Design

• Drive customer engagement strategy & execution alongside CX and product teams to ensure communications are mapped to customer journey stages and experience goals, using data & automation to deliver efficiently.
• Support the development of external presentations and tailored communications for key accounts and strategic partners.
• Apply service design and design thinking principles to connect engagement moments with customer needs and expectations.

Engagement Measurement & Optimization

• Own KPIs tied to customer engagement, satisfaction, and business impact (e.g., retention, NPS, revenue influence).
• Lead cross-functional reviews to assess engagement performance and drive continuous improvement.
• Continuously monitor customer engagement across key touchpoints using defined KPIs (e.g., open rates, click-through, repeat visits, interaction depth).
• Analyze trends and behaviors to identify opportunities for improvement, and implement data-driven strategies to increase engagement, retention, and satisfaction.
• Regularly report on engagement performance and test new approaches to optimize outcomes.

Change Management & Internal Enablement

• Create a change communication framework that includes impact analysis, readiness planning, and stakeholder alignment.
• Develop internal messaging and preparation processes to ensure consistent, confident delivery across teams.
• Serve as a strategic advisor to executive leadership on customer communication and engagement.
• Train teams on brand voice, positioning, and customer-centric communication standards.
• Mentor and guide cross-functional teams in customer-centric communication, brand voice, and experience design.
• Champion a culture of customer-first thinking and strategic execution across the organization.

Enterprise Capability Building, Process & Governance

• Architect and implement new enterprise capabilities (e.g., engagement platforms, personalization engines, journey orchestration tools) that transform how connects with customers.
• Define and operationalize governance models for engagement across functions and channels.
• Advise leadership and cross-functional teams on communication best practices and strategic messaging.

Qualifications:

Required:

• Bachelor's degree; Master's preferred in Communications, Business, Strategy, or related field
• 5 7 years of experience in communications, marketing, customer engagement, experience strategy, or enterprise communications
• Proven ability to craft customer-centric messaging and improve communication processes
• Strong stakeholder management and cross-functional collaboration skills
• Proven track record of leading strategic initiatives with measurable business impact
• Experience building enterprise capabilities and leading cross-functional transformation

Preferred:

• Experience in B2B environments
• Technical acumen to support automated and digital engagement
• Experience with service design and design thinking methodologies
• Strong understanding of organizational change and transformation

Skills & Attributes:

• Exceptional business writing and verbal communication skills
• Strong commercial and organizational acumen
• Strategic thinker with a customer-first mindset
• Ability to lead through ambiguity and influence across functions
• Positive energy and passion for driving meaningful customer connections