Customer Engagement Lead (Part-Time)
Talent Groups · Roswell, GA · 1 mo ago
RemoteRemoteOTHRPart-time
We need to output HTML fragment with sections only if content exists. The posting includes Duration, Qualifications, Job Description (actually it's a mix). We need headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must not repeat job title. We need to parse the content.
Given text:
"Duration: 3 months to start (with potential to extend) Qualifications Job Description Required Bachelor s degree; Master s preferred in Communications, Business, Strategy, or related field5 7 years of experience in communications, marketing, customer engagement, experience strategy, or enterprise communicationsProven ability to craft customer-centric messaging and improve communication processesStrong stakeholder management and cross-functional collaboration skillsProven track record of leading strategic initiatives with measurable business impactExperience building enterprise capabilities and leading cross-functional transformation Preferred: Experience in B2B environmentsTechnical acumen to support automated and digital engagementExperience with service design and design thinking methodologiesStrong understanding of organizational change and transformation Skills & Attributes: Exceptional business writing and verbal communication skillsStrong commercial and organizational acumenStrategic thinker with a customer-first mindsetAbility to lead through ambiguity and influence across functionsPositive energy and passion for driving meaningful customer connections Key Responsibilities: Customer Engagement Strategy Develop and execute a customer engagement strategy that aligns with the customer journey, brand positioning, and business goals. Establish a customer touchpoint model and communication calendar guiding product managers, journey managers, category, sales, marketing, and customer logistics teams. Shift communication from transactional messaging to strategic engagement supporting key moments with relevant, resonant content. 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. Content & Messaging Excellence Write and edit customer-facing communications that reflect the 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 and product 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. Continuously monitor customer engagement across key touchpoints using defined KPIs (e.g., open rates, click-through, repeat visits, interaction depth). Analyze trends and behaviors to identify opportunities for improvement, and implement data-driven strategies to increase engagement, retention, and satisfaction. Regularly report on engagement performance and test new approaches to optimize outcomes. Change Management & Internal Enablement Create a change communication framework that includes impact analysis, readiness planning, and stakeholder alignment. Develop internal messaging and preparation processes to ensure consistent, confident delivery across teams. Serve as a strategic advisor to executive leadership on customer communication and engagement. Train teams on brand voice, positioning, and customer-centric communication standards. Mentor and guide cross-functional teams in customer-centric communication, brand voice, and experience design. Champion a culture of customer-first thinking and strategic execution across the organization. Enterprise Capability Building, Process & Governance Architect and implement new enterprise capabilities (e.g., engagement platforms, personalization engines, journey orchestration tools) that transform how the client connects with customers. Define and operationalize governance models for engagement across functions and channels. Advise leadership and cross-functional teams on communication best practices and strategic messaging."
We need to extract sections: Duration (maybe part of About the role?), Qualifications, Skills & Attributes, Key Responsibilities.
We have no explicit Benefits, Pay, Schedule. So we should not include those sections.
We need to use for section headings: e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to decide which headings to use based on content.
We have:
- Duration: could be part of About the role (maybe a brief description). Could also be considered under "About the role". We'll include a short paragraph for About the role containing duration.
- Qualifications: we have qualifications (required and preferred). We'll put under
for section headings: e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to decide which headings to use based on content.
We have:
- Duration: could be part of About the role (maybe a brief description). Could also be considered under "About the role". We'll include a short paragraph for About the role containing duration.
- Qualifications: we have qualifications (required and preferred). We'll put under Qualifications
with - items.
- Skills & Attributes: we can put under
Skills
(or Skills & Attributes). The allowed heading is Skills. We'll use Skills.
- Responsibilities: we have Key Responsibilities with multiple subpoints. We'll put under Responsibilities
with - items.
We also might have Requirements heading but we already have Qualifications; maybe we could split but not needed. We'll not create empty sections.
We need to preserve all substantive information, not invent or summarize away detail. So we need to list each bullet point as separate
- . Ensure we capture all details.
Let's parse the qualifications section:
"Required Bachelor s degree; Master s preferred in Communications, Business, Strategy, or related field5 7 years of experience in communications, marketing, customer engagement, experience strategy, or enterprise communicationsProven ability to craft customer-centric messaging and improve communication processesStrong stakeholder management and cross-functional collaboration skillsProven track record of leading strategic initiatives with measurable business impactExperience building enterprise capabilities and leading cross-functional transformation Preferred: Experience in B2B environmentsTechnical acumen to support automated and digital engagementExperience with service design and design thinking methodologiesStrong understanding of organizational change and transformation"
We need to split into items. The text is messy due to missing spaces/punctuation. We need to interpret.
Let's rewrite clearly:
Required:
- Bachelor's degree; Master's preferred in Communications, Business, Strategy, or related field
- 5-7 years of experience in communications, marketing, customer engagement, experience strategy, or enterprise communications
- Proven ability to craft customer-centric messaging and improve communication processes
- Strong stakeholder management and cross-functional collaboration skills
- Proven track record of leading strategic initiatives with measurable business impact
- Experience building enterprise capabilities and leading cross-functional transformation
Preferred:
- Experience in B2B environments
- Technical acumen to support automated and digital engagement
- Experience with service design and design thinking methodologies
- Strong understanding of organizational change and transformation
We'll list each as
- . Could separate required vs preferred but not required; we can just list all.
Now Skills & Attributes:
"Exceptional business writing and verbal communication skillsStrong commercial and organizational acumenStrategic thinker with a customer-first mindsetAbility to lead through ambiguity and influence across functionsPositive energy and passion for driving meaningful customer connections"
We need to split:
- Exceptional business writing and verbal communication skills
- Strong commercial and organizational acumen
- Strategic thinker with a customer-first mindset
- Ability to lead through ambiguity and influence across functions
- Positive energy and passion for driving meaningful customer connections
Now Responsibilities: we have several sections each with bullet-like sentences.
Let's extract each responsibility bullet:
Customer Engagement Strategy:
- Develop and execute a customer engagement strategy that aligns with the customer journey, brand positioning, and business goals.
- Establish a customer touchpoint model and communication calendar guiding product managers, journey managers, category, sales, marketing, and customer logistics teams.
- Shift communication from transactional messaging to strategic engagement supporting key moments with relevant, resonant content.
- 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.
Content & Messaging Excellence:
- Write and edit customer-facing communications that reflect the 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 and product 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.
- Continuously monitor customer engagement across key touchpoints using defined KPIs (e.g., open rates, click-through, repeat visits, interaction depth).
- Analyze trends and behaviors to identify opportunities for improvement, and implement data-driven strategies to increase engagement, retention, and satisfaction.
- Regularly report on engagement performance and test new approaches to optimize outcomes.
Change Management & Internal Enablement:
- Create a change communication framework that includes impact analysis, readiness planning, and stakeholder alignment.
- Develop internal messaging and preparation processes to ensure consistent, confident delivery across teams.
- Serve as a strategic advisor to executive leadership on customer communication and engagement.
- Train teams on brand voice, positioning, and customer-centric communication standards.
- Mentor and guide cross-functional teams in customer-centric communication, brand voice, and experience design.
- Champion a culture of customer-first thinking and strategic execution across the organization.
Enterprise Capability Building, Process & Governance:
- Architect and implement new enterprise capabilities (e.g., engagement platforms, personalization engines, journey orchestration tools) that transform how the client connects with customers.
- Define and operationalize governance models for engagement across functions and channels.
- Advise leadership and cross-functional teams on communication best practices and strategic messaging.
Now Duration: "Duration: 3 months to start (with potential to extend)". We'll put in About the role paragraph.
Now we need to output HTML fragment only, no extra markup.
We'll produce:
About the role
Duration: 3 months to start (with potential to extend)
Qualifications
- Bachelor's degree; Master's preferred in Communications, Business, Strategy, or related field
- 5-7 years of experience in communications, marketing, customer engagement, experience strategy, or enterprise communications
- Proven ability to craft customer-centric messaging and improve communication processes
- Strong stakeholder management and cross-functional collaboration skills
- Proven track record of leading strategic initiatives with measurable business impact
- Experience building enterprise capabilities and leading cross-functional transformation
- Experience in B2B environments
- Technical acumen to support automated and digital engagement
- Experience with service design and design thinking methodologies
- Strong understanding of organizational change and transformation
Skills
- Exceptional business writing and verbal communication skills
- Strong commercial and organizational acumen
- Strategic thinker with a customer-first mindset
- Ability to lead through ambiguity and influence across functions
- Positive energy and passion for driving meaningful customer connections
Responsibilities
- Develop and execute a customer engagement strategy that aligns with the customer journey, brand positioning, and business goals.
- Establish a customer touchpoint model and communication calendar guiding product managers, journey managers, category, sales, marketing, and customer logistics teams.
- Shift communication from transactional messaging to strategic engagement supporting key moments with relevant, resonant content.
- 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.
- Write and edit customer-facing communications that reflect the client s brand voice and enhance the customer experience.
- Ensure messaging supports product launches, program rollouts, policy
Skills
(or Skills & Attributes). The allowed heading is Skills. We'll use Skills. - Responsibilities: we have Key Responsibilities with multiple subpoints. We'll put underResponsibilities
with- items. We also might have Requirements heading but we already have Qualifications; maybe we could split but not needed. We'll not create empty sections. We need to preserve all substantive information, not invent or summarize away detail. So we need to list each bullet point as separate
- . Ensure we capture all details. Let's parse the qualifications section: "Required Bachelor s degree; Master s preferred in Communications, Business, Strategy, or related field5 7 years of experience in communications, marketing, customer engagement, experience strategy, or enterprise communicationsProven ability to craft customer-centric messaging and improve communication processesStrong stakeholder management and cross-functional collaboration skillsProven track record of leading strategic initiatives with measurable business impactExperience building enterprise capabilities and leading cross-functional transformation Preferred: Experience in B2B environmentsTechnical acumen to support automated and digital engagementExperience with service design and design thinking methodologiesStrong understanding of organizational change and transformation" We need to split into items. The text is messy due to missing spaces/punctuation. We need to interpret. Let's rewrite clearly: Required: - Bachelor's degree; Master's preferred in Communications, Business, Strategy, or related field - 5-7 years of experience in communications, marketing, customer engagement, experience strategy, or enterprise communications - Proven ability to craft customer-centric messaging and improve communication processes - Strong stakeholder management and cross-functional collaboration skills - Proven track record of leading strategic initiatives with measurable business impact - Experience building enterprise capabilities and leading cross-functional transformation Preferred: - Experience in B2B environments - Technical acumen to support automated and digital engagement - Experience with service design and design thinking methodologies - Strong understanding of organizational change and transformation We'll list each as
- . Could separate required vs preferred but not required; we can just list all.
Now Skills & Attributes:
"Exceptional business writing and verbal communication skillsStrong commercial and organizational acumenStrategic thinker with a customer-first mindsetAbility to lead through ambiguity and influence across functionsPositive energy and passion for driving meaningful customer connections"
We need to split:
- Exceptional business writing and verbal communication skills
- Strong commercial and organizational acumen
- Strategic thinker with a customer-first mindset
- Ability to lead through ambiguity and influence across functions
- Positive energy and passion for driving meaningful customer connections
Now Responsibilities: we have several sections each with bullet-like sentences.
Let's extract each responsibility bullet:
Customer Engagement Strategy:
- Develop and execute a customer engagement strategy that aligns with the customer journey, brand positioning, and business goals.
- Establish a customer touchpoint model and communication calendar guiding product managers, journey managers, category, sales, marketing, and customer logistics teams.
- Shift communication from transactional messaging to strategic engagement supporting key moments with relevant, resonant content.
- 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.
Content & Messaging Excellence:
- Write and edit customer-facing communications that reflect the 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 and product 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.
- Continuously monitor customer engagement across key touchpoints using defined KPIs (e.g., open rates, click-through, repeat visits, interaction depth).
- Analyze trends and behaviors to identify opportunities for improvement, and implement data-driven strategies to increase engagement, retention, and satisfaction.
- Regularly report on engagement performance and test new approaches to optimize outcomes.
Change Management & Internal Enablement:
- Create a change communication framework that includes impact analysis, readiness planning, and stakeholder alignment.
- Develop internal messaging and preparation processes to ensure consistent, confident delivery across teams.
- Serve as a strategic advisor to executive leadership on customer communication and engagement.
- Train teams on brand voice, positioning, and customer-centric communication standards.
- Mentor and guide cross-functional teams in customer-centric communication, brand voice, and experience design.
- Champion a culture of customer-first thinking and strategic execution across the organization.
Enterprise Capability Building, Process & Governance:
- Architect and implement new enterprise capabilities (e.g., engagement platforms, personalization engines, journey orchestration tools) that transform how the client connects with customers.
- Define and operationalize governance models for engagement across functions and channels.
- Advise leadership and cross-functional teams on communication best practices and strategic messaging.
Now Duration: "Duration: 3 months to start (with potential to extend)". We'll put in About the role paragraph.
Now we need to output HTML fragment only, no extra markup.
We'll produce:
About the role
Duration: 3 months to start (with potential to extend)
Qualifications
- Bachelor's degree; Master's preferred in Communications, Business, Strategy, or related field
- 5-7 years of experience in communications, marketing, customer engagement, experience strategy, or enterprise communications
- Proven ability to craft customer-centric messaging and improve communication processes
- Strong stakeholder management and cross-functional collaboration skills
- Proven track record of leading strategic initiatives with measurable business impact
- Experience building enterprise capabilities and leading cross-functional transformation
- Experience in B2B environments
- Technical acumen to support automated and digital engagement
- Experience with service design and design thinking methodologies
- Strong understanding of organizational change and transformation
Skills
- Exceptional business writing and verbal communication skills
- Strong commercial and organizational acumen
- Strategic thinker with a customer-first mindset
- Ability to lead through ambiguity and influence across functions
- Positive energy and passion for driving meaningful customer connections
Responsibilities
- Develop and execute a customer engagement strategy that aligns with the customer journey, brand positioning, and business goals.
- Establish a customer touchpoint model and communication calendar guiding product managers, journey managers, category, sales, marketing, and customer logistics teams.
- Shift communication from transactional messaging to strategic engagement supporting key moments with relevant, resonant content.
- 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.
- Write and edit customer-facing communications that reflect the client s brand voice and enhance the customer experience.
- Ensure messaging supports product launches, program rollouts, policy