Director of Digital Brand Strategy

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the entire digital brand experience encompassing reviews, social community, engagement, and customer interaction.

• Develop and implement the strategy for digital brand growth.

• Merge objectives related to reviews, social community, engagement, and overall experience.

• Lead and nurture the Email Marketing, Social Media Manager/ORM, and CX Supervisor teams.

• Establish brand voice standards for email, social media, and review response channels.

• Present performance metrics and sentiment trends to executive leadership.

• Manage lifecycle and consideration-stage email initiatives.

• Expand the customer database and assist with research projects.

• Supervise real-time review and rating monitoring across platforms like Google, Yelp, BBB, industry-specific sites, and social media.

• Ensure that review responses align with brand voice and compliance standards.

• Direct systems for review generation and solicitation.

• Own and maintain sentiment analysis and reporting schedules.

• Manage the social calendar, audience development, and influencer collaborations.

• Ensure effective deployment of creative-studio content across various platforms.

• Oversee the CX Supervisor and a team of 5 agents responsible for monitoring reviews and executing responses.

• Establish escalation procedures for high-risk or compliance-sensitive customer interactions.

⛳️ Requirements

• Bachelor's degree in Marketing, Business, Communication, or a related field.

• Over 10 years of experience in leading various digital marketing disciplines (performance marketing, lifecycle/CRM, digital experience).

• Proven history of integrating previously separate functions to achieve common customer and business goals.

• Demonstrated expertise in managing organic social media, lifecycle/CRM, and owned digital channels.

• Responsible for acquisition, engagement, conversion, and retention metrics.

• Experience in developing lifecycle marketing strategies, including segmentation, customer journeys, automation, personalization, email, SMS, and push notifications.

• Proven track record managing customer experience or reputation management functions at scale.

• Experience with review monitoring, response management, and escalation protocols, particularly in regulated or reputation-sensitive sectors.

• History of utilizing sentiment analysis and CX metrics to promote measurable enhancements.

• Proficient in using first-party data, CRM systems, and analytics to build audiences, personalize experiences, and enhance performance.

• Strong understanding of marketing automation, audience segmentation, and personalization technologies.

• Comprehensive knowledge of digital measurement, attribution, testing, and performance improvement strategies.

• Proven capability to set vision, formulate strategy, execute effectively, and leverage complex data for continuous enhancement.

• Exceptional problem-solving, strategic thinking, and collaboration skills within a matrixed environment.

• Excellent organizational, project management, and communication abilities (both verbal and written).

• Experience in lead generation is preferred.

• Bilingual in Spanish is an advantage.

🏝️ Benefits

• 3 Weeks Paid Time Off

• 12 Weeks of Guaranteed Paid Parental Leave

• Comprehensive Insurance Coverage (Medical, Dental, Vision, etc.)

• 401(k) Retirement Savings Plan

• Wellness Initiatives/Employee Assistance Program

• Rewards and Recognition Programs

• Career Development Opportunities

• 15% annual bonus