Director, Experience Orchestration

Location: CHICAGO, Illinois(100% Remote)

Only Local candidates

Duration: 6+ months contract to hire

Primary Skills

UX Design, Agency Experience, Data Analysis, Salesforce

Responsibilities include:

Experience Orchestration Strategy & Design

Orchestrate sophisticated, data-driven contact strategies that guide customers through personalized journeys across channels, emphasizing email but with an eye to omnichannel, ensuring each interaction is relevant, engaging, and aligned with the overall customer experience vision and brand guidelines.

Collaborate with Experience Strategists and Designers on contact strategy recommendations, and craft the creative brief to drive design and copy.

Ensure contact strategies reflect a brand's overall customer experience vision and promise.

Cross-Functional Collaboration & Solutioning.

Bridge experience strategy, design, and technical implementation collaborating closely with cross-functional teams to ensure solutions are feasible, effectively leverage data, and seamlessly integrate within the existing technology ecosystem (Salesforce Marketing Cloud).

Collaborate with data analysts to identify segmentation, personalization, and optimization opportunities.

Communicate contact strategy requirements to technology partners, collaborating with them to identify any constraints and alternative opportunities ultimately partnering to ensure seamless integration and execution of the solution.

Partner with Experience Designers to ensure that experiences are thoughtfully crafted and appropriately tuned to individual customer needs and preferences, striking the right balance between personalization and privacy.

Qualifications:

7-10 years of experience in omnichannel marketing, marketing automation, CRM, or a related field within a consulting or agency setting.

Proven ability to translate customer insights and business requirements into actionable 1:1 contact strategies.

Applied understanding of quantitative data and how to leverage it for customer segmentation, predictive analytics, and real-time decision.

A strong foundation in marketing automation and CRM best practices, complemented by intellectual curiosity and a willingness to explore and apply new and emerging technologies.

Experience collaborating with cross-functional teams, including Experience Strategists, Designers, Technical Architects, Data Analysts, Business Analysts and related roles.

5+ years of hands-on experience with Salesforce Marketing Cloud, with specific expertise in Marketing Cloud Personalization, and additional modules such as Journey Builder, Email Studio, and Automation Studio.

Experience with other Salesforce clouds (Sales, Service, Experience) and Veeva CRM is a plus.

Knowledge of data privacy regulations and best practices (e.g., GDPR, CCPA, CAN-SPAM) and their application to marketing campaigns and contact strategies.

A nuanced understanding of personalization, with the ability to balance the value of personalized interactions with customer privacy and ethical considerations, while addressing feasibility and technical constraints.

Familiarity with content strategy principles is helpful, including taxonomy and content modeling, to ensure consistency, relevance, and effectiveness across customer touchpoints.

Excellent communication and presentation skills, with the ability to adapt communication style to different audiences.

Strong analytical and problem-solving skills, with a data-driven approach to decision-making. ? Passion for delivering exceptional customer experiences and driving business results.

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