Senior Director of Customer Engagement and Activation (Retention Division)
Location : Remote : MA, United States
Hi there!
Find out exactly what skills, experience, and qualifications you will need to succeed in this role before applying below.
We are Semrush, a global IT company developing our own product a platform for digital marketers. New stars are born here, so don’t miss your chance.
Customer Engagement Strategy
- Develop and implement a comprehensive customer engagement strategy across all customer segments, ensuring alignment with company objectives and growth initiatives.
- Lead advanced data analytics initiatives to extract actionable insights that guide key decision-making processes, ensuring a customer-centric approach is embedded in the company’s overall growth strategy.
- Develop the enablement roadmap for key technology, training, operational processes, and reporting needs to maximize productivity and success for the team.
- Create executive-level storytelling presentations, simplifying complex findings and concepts to drive action and informed decision-making across the leadership team.
- Leverage all actionable insights and data to inform customer success strategies and share findings across different business areas to drive alignment and enhance performance.
- Drive global programs, customer advocacy, and scaled customer success initiatives to enhance customer retention and satisfaction, ensuring a consistent and seamless customer experience.
- Design a sophisticated customer engagement framework that empowers CSMs and customer success teams to deliver incremental value throughout the customer journey via tailored playbooks and workflows.
- Lead the development of detailed customer journey maps that identify critical touchpoints, moments of truth, points of friction, and uncover additional opportunities to increase engagement and retention.
- Leverage customer behavior and retention data to prioritize opportunities that help drive engagement and retention.
- Play a critical role in shaping the strategy for all customer interactions, engagement, and lifecycle management to create impactful and positive customer outcomes.
Operational Excellence
- Hire, lead, and develop a high-performing cross-functional team to support Semrush’s next phase of growth, fostering a culture of collaboration, innovation, and measurable results.
- Partner with Sales, Marketing, Product, and other teams to optimize the customer experience, ensuring alignment and collaboration across all functions to drive operational excellence.
- Champion continuous process improvements, cost optimizations, and operational efficiencies to enhance overall customer experience, in collaboration with the Customer Operations team.
- Manage the end-to-end lifecycle of strategic initiatives, including research, business case development, program design, and stakeholder engagement, to drive impactful customer engagement strategies.
J-18808-Ljbffr
DOLAD - Director of Learning and Development
We provide exceptional customized service with an emphasis on reliability and outstanding customer support and our customers include over 85 of the Fortune 100. They are responsible for the assessment and identification of the business's training and development needs, for the effective coordination...
Director / Senior Director Regulatory Affairs, Late Cardiovascular, Renal and Metabolism
As an industry-leading CVRM Regulatory function, we’re focused and committed to the development of our products as well as to our people – providing an open and supportive space to explore, learn, and develop across all regulatory roles and levels. Together, we explore the world of science through o...
Executive Director – The Eliot School of Fine & Applied Arts
Develop and implement a formal system of feedback and evaluation to support both individual growth and achievement of strategic and programmatic goals and outcomes. Through its mission of inspiring lifelong learning in crafts and creativity for all, and a commitment in all programming to racial equi...
Director of Philanthropic Engagement
Demonstrate proficiency in Microsoft Office software (Office365), and have experience with customer relationship management and database/reporting software;. If you are a relational leader and fundraiser with a proven track record of soliciting and securing major donor funding (six and seven figure ...
Director, Center for Justice and Liberation
The Center for Justice and Liberation advocates and serves as a comprehensive collaborative multicultural community space that honors and centers the holistic development and retention of underrepresented, marginalized, and stigmatized students due to oppressive structures. The ideal candidate will ...
Senior Director, Patent Counsel
We are seeking an individual with the utmost degree of professionalism and integrity, capable of handling highly sensitive and confidential matters, and with an industrious and self-motivated approach. Bausch + Lomb (NYSE/TSX: BLCO) is a leading global eye health company dedicated to protecting and ...
Senior Director, Digital Experience & Business Intelligence
Reporting to the SVP of Digital Experience, Americas, the Senior Director, Digital Experience & Business Intelligence will play a key leadership role in shaping SharkNinja's digital transformation and using data-driven insights to enhance customer engagement and optimize business performance. Lead a...
Director of Advancement Marketing and Communications
Basic Function: The Director of Advancement Marketing and Communications will lead marketing and communications with and for the College’s alumni, parent, and friend donor audiences and develop strategies and tools to help the College enhance engagement, fundraising and communications with of those ...
Senior Director, Generative AI Solutions and Operations
This is a senior leadership position that will have exposure across the entire business, influencing the vision and implementation of Generative AI strategy and in turn, creating impactful solutions for travelers, partners and external syndication. You bring a minimum of 10 years experience in leade...
Director of Strategic Partnerships, Data and Analytics
The expected total annual compensation, depending on location and experience, is between $187,000 and $250,000 and is inclusive of base salary and variable compensation (if applicable). The ideal candidate will be responsible for identifying, establishing, and nurturing strategic partnerships with c...