Communication and Engagement Lead

Job Title:
Communication and Engagement Lead

Location:

Remote
Duration: 06 Months
Part-time (average 5 hours per week)
Core availability between 9am-4pm for stakeholder meetings when needed

Job Description:

• The opportunity is to help define and land the enterprise customer engagement strategy.

• While a baseline strategy exists, the organization is not in execution mode yet.

• The focus is on:
o Evaluating the current engagement strategy
o Refining and sharpening it
o Making clear recommendations
o Helping drive the strategy across the broader company

• The work centers on understanding:
o How customers want to interact with Client
o How engagement aligns with Sales, CX, and key partners

• The contractor will partner closely with Journey Managers to:
o Assess what’s happening across the customer journey
o Refine engagement strategy
o Make clear recommendations
o Help ensure the strategy comes to life
Team & Organizational Context

• This role sits within Customer Experience (CX) — not product based.

• The work is largely product agnostic, though the team supports all products.

• A major Client is on the Distributor and Channel Partner experience:
o How customers buy from Client
o The service and experience Client delivers
o How channel partners then sell to their end customers

• Clients operates in a B2B environment.

• The CX team has evolved from a project based model to a journey management model.

• Journey teams act as connectors across the customer journey, ensuring alignment across touchpoints.

• This role will partner with those journey teams to identify engagement gaps and improve communications throughout the journey.

Role

Summary:


The Customer Engagement Strategy Lead is accountable for defining and driving enterprise-wide customer engagement strategies that directly impact business outcomes, customer satisfaction, and operational efficiency. This role leads the design and execution of strategic engagement moments across the customer journey, aligning with brand promise, business priorities, and transformation goals. It plays a critical role in building new capabilities that elevate experience and drive measurable growth.
Key Responsibilities:
Customer Engagement Strategy

• Lead the development of a multi-year customer engagement roadmap aligned to enterprise transformation and growth priorities.

• Translate customer insights and journey data into strategic engagement frameworks that drive loyalty, retention, and revenue.

• Influence senior leaders across CX, Sales, Marketing, Product, and Supply Chain to embed engagement strategy into business planning.

• Develop and execute a customer engagement strategy that aligns with the customer journey, brand positioning, and business goals.

• Shift communication from transactional messaging to strategic engagement—supporting key moments with relevant, resonant content.

• Establish a customer touchpoint model and communication calendar guiding product managers, journey managers, category, sales, marketing, and customer logistics teams.
Content & Messaging Excellence

• Write and edit customer-facing communications that reflect Client’s brand voice and enhance the customer experience.

• Ensure messaging supports product launches, program rollouts, policy changes, pricing updates, priority customer journeys/moments and strategic initiatives.

• Partner with Corporate Communications on issues and crisis response to protect brand reputation.
Journey-Aligned Communication Design

• Drive customer engagement strategy & execution alongside CX, product, and technical teams to ensure communications are mapped to customer journey stages and experience goals, using data & automation to deliver efficiently.

• Support the development of external presentations and tailored communications for key accounts and strategic partners.

• Apply service design and design thinking principles to connect engagement moments with customer needs and expectations.
Engagement Measurement & Optimization

• Own KPIs tied to customer engagement, satisfaction, and business impact (e.g., retention, NPS, revenue influence).

• Lead cross-functional reviews to assess engagement performance and drive continuous improvement.

•…