To Discuss more about this job opportunity, please reach out to Deepak Arya (LinkedIn URL - www.linkedin.com/in/deepak-arya-8a79aa22a/), email your updated resume at Email - deepak.arya@collabera.com. Thank you!

Pay Range: $40 to $45 an hour. 

Client: Consumer Goods / Household Products Manufacturing

Job Mode: 100% Remote

Duration: 20 hours/week through the end of 2026, with potential extension into 2027 based on budget approval

Shift/Availability: Core availability required between 9:00 AM–4:00 PM EST for stakeholder meetings as needed

Schedule: Part-time, approximately 20 hours per week

Job Summary:
Seeking an experienced Customer Engagement Lead to evaluate, refine, and advance enterprise customer engagement strategy. The role will assess current engagement practices, identify improvement opportunities, and develop strategic recommendations. This position will drive customer centric communication across multiple functions and influence stakeholders at various levels. The ideal candidate will bring strong experience in customer engagement, communications, marketing, customer experience, or enterprise communications. Strong strategic thinking, written communication, stakeholder management, and cross functional leadership skills are essential.

Key Responsibilities:

• Develop and execute customer engagement strategies aligned with customer journeys, brand positioning, and business objectives.
• Establish customer touchpoint models and communication calendars across Product, Journey Management, Sales, Marketing, Category, and Customer Logistics teams.
• Transform transactional communications into strategic, relevant, and customer focused engagement.
• Translate customer insights and journey data into engagement frameworks designed to improve loyalty, retention, and revenue.
• Influence senior leaders across Customer Experience, Sales, Marketing, Product, and Supply Chain to incorporate engagement strategy into business planning.
• Create and edit customer facing communications aligned with brand voice and business objectives.
• Develop messaging for product launches, program rollouts, policy changes, pricing updates, strategic initiatives, and priority customer journeys.
• Partner with Corporate Communications on issues and crisis communications when required.
• Map communications to customer journey stages and experience objectives in partnership with Customer Experience and Product teams.
• Use data and automation to improve customer engagement effectiveness and operational efficiency.
• Monitor customer engagement KPIs including engagement, satisfaction, retention, NPS, and revenue impact.
• Analyze customer behavior, engagement performance, and trends to identify improvement opportunities.
• Lead cross functional performance reviews and continuous improvement initiatives.
• Develop change communication frameworks incorporating impact analysis, readiness planning, and stakeholder alignment.
• Create internal messaging and enablement processes to support consistent communication across teams.
• Advise leadership on customer engagement, communication strategy, best practices, and strategic messaging.
• Help implement enterprise engagement capabilities including engagement platforms, personalization engines, and journey orchestration tools.
• Define and operationalize governance models for customer engagement across functions and channels.

Required Qualifications:

• Bachelor's degree in Communications, Business, Strategy, or a related field.
• 5 to 7 years of experience in communications, marketing, customer engagement, customer experience strategy, or enterprise communications.
• Proven experience developing customer focused messaging and improving communication processes.
• Strong stakeholder management and cross functional collaboration skills.
• Demonstrated experience leading strategic initiatives with measurable business impact.
• Experience building enterprise capabilities and supporting cross functional transformation.
• Exceptional written and verbal communication skills.
• Strong commercial and organizational acumen.
• Ability to operate strategically, lead through ambiguity, and influence stakeholders across functions.
• Customer first mindset with the ability to create meaningful customer connections.

Preferred Qualifications:

• Master's degree in a related field.
• Experience working in B2B environments.
• Technical acumen supporting digital and automated customer engagement.
• Experience with service design and design thinking methodologies.
• Strong understanding of organizational change management and transformation.

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time , paid sick and safe time , hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable)