Director, Channel Strategies

📋 Description

• Develop and implement a comprehensive channel strategy that aligns with the company's growth goals.

• Identify, assess, and prioritize new channel opportunities, including partnerships, affiliates, and digital platforms.

• Facilitate cross-functional collaboration among marketing, sales, product, and operations teams.

• Analyze metrics related to channel performance and continuously enhance ROI and scalability.

• Cultivate and manage relationships with key partners and stakeholders.

• Lead, mentor, and develop a high-performing channel strategy team.

• Establish KPIs, reporting frameworks, and forecasting models.

• Oversee and govern CBE’s enterprise-wide omni-channel communication strategy.

• Design and manage channel waterfalls, cadence rules, and escalation paths driven by consumer behavior, client needs, and regulatory factors.

• Balance digital-first engagement with live-agent interactions to improve consumer outcomes.

• Set KPIs, ROI frameworks, and performance benchmarks for all communication channels.

• Manage CRM letter series and the communication logic across USPS, email, SMS, and digital document delivery.

• Oversee phone strategy configuration, including TFN and LCID management.

• Collaborate with Operations Strategy Directors to establish system prioritization rules.

• Own the enterprise email and SMS deliverability strategy, encompassing registration, vetting, throughput, and content standards.

• Monitor and adjust sender reputation, domain health, and inbox placement metrics.

• Lead remediation initiatives concerning blocking, filtering, or reputation degradation.

• Build and sustain strong relationships with wireless carriers (such as AT&T, Verizon, T-Mobile) and major email providers (including Gmail, Yahoo, Microsoft).

• Collaborate with Engineering and Business Intelligence teams to maintain global contact strategy fields across various platforms.

• Enable intelligent channel decision-making and suppression logic through shared data.

• Support AI and ML-driven tools, including intelligent routing, agent assistance, and automated messaging solutions.

• Utilize analytics and modeling to continuously enhance channel performance.

• Work with Operations, Compliance, Business Intelligence, and the Contact Center to ensure messaging aligns with brand values, regulatory requirements, and client expectations.

• Act as the enterprise subject matter expert on channel performance and digital communication strategy.

⛳️ Requirements

• A Bachelor’s degree is required, preferably in Marketing, Statistics, Mathematics, Economics, Finance, Accounting, or a related field.

• Consideration will be given to candidates with 8 years of industry experience in lieu of a degree.

• Must be eligible to obtain government clearance post-hire.

• US Citizenship is mandatory as required by the US government for obtaining government clearance.

• Proven experience in digital marketing and consumer communication strategy is essential.

• Experience in managing deliverability and performance of consumer-facing communication strategies is required.

• Strong understanding of omni-channel orchestration, CRM logic, and communication platform configuration is necessary.

• Experience working with communication vendors and carriers is highly preferred.

• Analytical and business modeling experience is a plus.

• Strategic thinker with robust operational execution capabilities.

• In-depth understanding of communication compliance and provider policies.

• Advanced proficiency in Excel and Microsoft Office is required.

• Strong analytical, mathematical, and creative problem-solving abilities are essential.

• Ability to interpret statistical and performance data to inform decisions.

• Strong cross-functional leadership skills and stakeholder management abilities.

🏝️ Benefits

• Comprehensive benefits package, including medical, dental, and vision coverages.

• 401K retirement plan with company matching contributions.

• Tuition reimbursement opportunities available.

• Paid time off.

• Continuous training and support.

• A career culture that offers numerous opportunities for advancement.