Senior Manager – Customer Experience Journey Strategist – End‑to‑End CX Design, Data‑Driven Optimization & Growth for Business & Enterprise Markets

About arenaflex – Shaping the Future of Connectivity

arenaflex is a global leader in technology and communications services, dedicated to transforming how people, businesses, and communities stay connected. With a vast network that spans continents, arenaflex empowers millions of customers daily, delivering reliable, innovative solutions that drive productivity, creativity, and societal progress. Our culture is built on purpose, persistence, and a deep commitment to listening—because we know that every great innovation starts with understanding the needs of the people we serve.

At arenaflex, you’ll join a vibrant, human‑centric network that celebrates curiosity, collaboration, and continuous learning. Whether you’re navigating a crisis, celebrating a milestone, or simply helping a customer solve a problem, you’ll be part of a team that lifts communities, fuels digital transformation, and moves the world forward.

Role Overview – Manager, Customer Experience Journey Strategist

arenaflex’s Business Group is expanding its Customer Experience (CX) team, and we are seeking a forward‑thinking, growth‑oriented professional to lead the design, execution, and optimization of end‑to‑end transactional and omnichannel journeys. As the Manager, Customer Experience Journey Strategist, you will be the central architect for communication strategies that shape the experience of our Business Markets, Global Enterprise, and Public Sector customers. Your work will directly influence Net Promoter Score (NPS), churn reduction, and revenue growth by ensuring every touchpoint—email, SMS, direct mail, digital banner, or push notification—is purposeful, compliant, and aligned with aren’taflex’s brand standards.

Key Responsibilities

• End‑to‑End Journey Ownership: Design, map, and continuously improve transactional communication journeys, overseeing logic sequencing, touchpoint strategy, and cross‑channel consistency for aren’taflex Business Group customers.
• Template Management & Auditing: Own a portfolio of transactional communication templates; audit each for completeness, accuracy, brand compliance, and regulatory adherence.
• Data‑Driven Optimization: Leverage customer data, analytics, and business insights to identify gaps, recommend enhancements, and drive measurable improvements in NPS, churn, and growth metrics.
• Collaboration & Stakeholder Alignment: Partner closely with database marketing, CX, Product, Digital Operations, Sales, IT, and external agencies to translate strategic recommendations into operational reality.
• Creative Execution & Testing: Work with creative partners to design, build, and test email, SMS, and ad‑hoc communications, ensuring they meet technical standards, classification requirements, and future platform migration goals.
• Design Thinking Leadership: Facilitate cross‑functional brainstorming sessions, design sprints, and workshops to shape the overall CX communications blueprint and influence touchpoint strategy.
• Best‑Practice Advocacy: Apply direct‑marketing best practices across email, direct mail, SMS, and digital campaigns to enhance journey effectiveness and compliance.
• Program Delivery: Manage timelines, resources, and deliverables for journey improvement initiatives, ensuring projects are completed on schedule and within scope.

Essential Qualifications

• Bachelor’s degree or a minimum of four years of relevant professional experience.
• Six or more years of experience in marketing, digital marketing, or customer experience roles, preferably serving business‑to‑business (B2B) audiences.
• Demonstrated expertise in executing multi‑channel marketing communications, including email, SMS, and push notifications.
• Proven track record of delivering programs that improve NPS, reduce churn, or drive revenue growth.
• Strong analytical mindset with the ability to interpret data, generate insights, and translate them into actionable journey enhancements.
• Excellent communication and storytelling skills, capable of influencing senior stakeholders and cross‑functional teams.
• Experience working with agency partners and managing creative production cycles.

Preferred Qualifications & Technical Skills

• Experience with arenaflex Experience Manager (AEM) or comparable content management platforms.
• Agency experience, particularly within digital or integrated marketing environments.
• Professional certifications in Digital Marketing, Customer Experience, or related disciplines.
• Working knowledge of arenaflex (Adobe), arenaflex (Marketo), and arenaflex (Pega) tools for campaign orchestration, automation, and analytics.
• Familiarity with compliance frameworks and legal considerations for transactional communications.

Core Skills & Competencies

• Strategic Vision: Ability to see the big picture while meticulously managing the details of each communication touchpoint.
• Customer‑Centric Mindset: Deep empathy for business customers and a relentless focus on delivering value at every interaction.
• Analytical Acumen: Proficiency in data analysis, segmentation, and performance measurement to drive continuous improvement.
• Project Management: Strong organizational skills, with experience leading complex, cross‑functional initiatives from concept to launch.
• Collaboration & Influence: Skilled at building consensus, negotiating priorities, and fostering partnership across diverse teams.
• Technical Fluency: Comfort navigating marketing automation platforms, CRM systems, and analytics dashboards.
• Creative Insight: An eye for design and messaging that resonates with business audiences while adhering to brand guidelines.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Manager, Customer Experience Journey Strategist, you will have access to:

• Leadership development programs that prepare you for senior CX and product strategy roles.
• Mentorship from seasoned CX architects and senior executives within aren’taflex’s global network.
• Continuous learning resources, including certifications, workshops, and conferences focused on digital marketing, data analytics, and customer experience design.
• Opportunities to work on high‑visibility, enterprise‑wide initiatives that shape the future of aren’taflex’s business communications.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support both your professional aspirations and personal well‑being. While exact compensation will vary based on location, experience, and skill set, candidates can expect:

• A base salary range that aligns with market benchmarks for senior CX leadership roles.
• Performance‑based incentives and bonuses tied to measurable journey outcomes.
• Comprehensive health, dental, and vision plans, plus wellness programs and mental‑health resources.
• Retirement savings options, including a 401(k) plan with company matching contributions.
• Generous paid time off, parental leave, adoption assistance, and flexible work arrangements (hybrid model with remote and office days).
• Learning and development funds, tuition assistance, and access to industry certifications.
• Employee stock purchase plans, equity awards, and other long‑term incentive programs.

Work Environment & Culture at arenaflex

Our hybrid work model empowers you to balance focused remote work with collaborative in‑office days. aren’taflex fosters an inclusive, diverse, and authentic workplace where every voice matters. We celebrate differences, encourage curiosity, and champion a culture of continuous improvement. Whether you’re part of a small project team or a global initiative, you’ll find a supportive environment that values collaboration, innovation, and personal growth.

arenaflex is proud to be an equal‑opportunity employer. We embrace diversity across race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, and all other dimensions of identity. Our commitment to inclusion ensures that every employee feels valued, connected, and empowered to reach their full potential.

How to Apply

If you are driven by purpose, thrive on solving complex CX challenges, and are ready to make a tangible impact on aren’taflex’s business customers, we want to hear from you. Even if you don’t meet every “preferred” qualification, we encourage you to apply—your unique perspective could be exactly what our team needs.

Click the link below to submit your application and begin your journey with aren’taflex:

Apply Job!

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