Director, Channel Strategies

Vaga não está no LinkedIn

🕒 Maio 2

🌾 Iowa – Remoto

🌾 Iowa – Remote

💵 $85.000 - $90.000 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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CBE Companies

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 1933

🤝 B2B

B2B • Customer Service • Human Resources

A CBE Companies é líder em soluções globais de contact center terceirizado. Fundada em 1933, a CBE foca na criação de uma cultura de excelência e engajamento, oferecendo treinamento abrangente e oportunidades de avanço na carreira em diversas áreas, incluindo Atendimento ao Cliente, TI, RH, Finanças, Gestão de Projetos e Marketing. Com mais de 1. 200 colaboradores em cinco localidades globais, a CBE se adapta às necessidades dos clientes enquanto prioriza a satisfação dos colaboradores e iniciativas de inclusão. A empresa é dedicada a causar um impacto positivo na comunidade e promover um ambiente de trabalho inovador onde a criatividade floresce.

Descrição

• Develop and execute a comprehensive channel strategy aligned with company growth objectives • Identify, evaluate, and prioritize new channel opportunities (partnerships, affiliates, digital, etc.) • Lead cross-functional collaboration with marketing, sales, product, and operations teams • Analyze channel performance metrics and continuously optimize ROI and scalability • Build and manage relationships with key partners and stakeholders • Lead, mentor, and grow a high-performing channel strategy team • Establish KPIs, reporting frameworks, and forecasting models • Own and govern CBE’s enterprise-wide omni-channel communication strategy • Design and manage channel waterfalls, cadence rules, and escalation paths based on consumer behavior, client requirements, and regulatory considerations • Balance digital-first engagement with live-agent interaction to optimize consumer outcomes • Establish KPIs, ROI frameworks, and performance benchmarks for all communication channels • Oversee CRM letter series and cascading communication logic across USPS, email, SMS, and digital document delivery • Own phone strategy configuration, including TFN and LCID management • Partner with Operations Strategy Directors to configure system prioritization rules • Own enterprise email and SMS deliverability strategy (registration, vetting, throughput, content standards) • Monitor & adjust sender reputation, domain health, and inbox placement metrics • Lead remediation efforts related to blocking, filtering, or reputation degradation • Establish and maintain strong relationships with wireless carriers (AT&T, Verizon, T-Mobile, etc.) and major email providers (Gmail, Yahoo, Microsoft) • Partner with Engineering and Business Intelligence teams to maintain global contact strategy fields across platforms • Enable intelligent channel decisioning and suppression logic using shared data • Support AI & ML driven tools including intelligent routing, agent assist, and automated messaging solutions • Use analytics and modeling to continuously refine channel performance • Collaborate with Operations, Compliance, Business Intelligence & the Contact Center to ensure messaging aligns with brand, regulatory requirements, and client expectations • Serve as the enterprise subject matter expert on channel performance and digital communication strategy

🎯 Requisitos

• Bachelor’s degree required (Marketing, Statistics, Mathematics, Economics, Finance, Accounting, or related field preferred) • Will consider 8 years experience in the industry in lieu of degree • Must be able to obtain government clearance after hire • US Citizenship is required by the US government in order to obtain government clearance • Experience in digital marketing and consumer communication strategy required • Experience managing deliverability and performance of consumer-facing communication strategies required • Strong understanding of omni-channel orchestration, CRM logic, and communication platform configuration • Experience working with communication vendors and carriers strongly preferred • Analytical and business modeling experience preferred • Strategic thinker with strong operational execution capability • Deep understanding of communication compliance and provider policies • Advanced Excel and Microsoft Office proficiency • Strong analytical, mathematical, and creative problem-solving skills • Ability to interpret statistical and performance data to drive decisions • Strong cross-functional leadership and stakeholder management abilities

🏖️ Benefícios

• Excellent benefits package; medical, dental, and vision coverages • 401K retirement plan with company match • Tuition reimbursement • Paid time off • Ongoing training & support • Career culture with many opportunities for advancement