Director of Digital Brand Strategy

About Walker Advertising Since 1984, Walker Advertising has bridged the gap between a law firm's need to grow and an underserved community's need for trustworthy legal services. Our teams lead with empathy and without ego to serve others through integrity and trust. We dare to think differently and work to consistently raise the bar, creating a workplace environment based on respect. We believe that our employees are not just numbers; they are people. People with families and lives outside of work. We understand that a career is just one piece of the puzzle that makes people successful, happy individuals. That's why as we grow our teams, we focus on the whole person. About The Role The Director, Digital Brand Strategy owns the full digital brand experience — reviews, social community, engagement, and customer experience — across email marketing, online reputation management, social media marketing, and social media customer experience. This role sets strategy and holds accountability for brand voice consistency, reputation health, audience growth, and customer sentiment across all owned and earned digital channels. What You'll Do Strategy & Leadership Define and execute the digital brand development strategy, integrating reviews, social community, engagement, and experience objectivesLead and develop three direct-report functions: Email Marketing, Social Media Manager/ORM, and CX SupervisorSet brand voice standards and ensure consistency across email, social, and review response channelsReport performance and sentiment trends to executive leadership Email Marketing Direct lifecycle and consideration-stage email programs, including customer database growth and supporting research initiatives Online Reputation Management Oversee real-time review/rating monitoring across Google, Yelp, BBB, industry-specific sites, and social platformsEnsure review responses follow brand voice and compliance guidelines (particularly in regulated industries, e.g., legal)Direct review generation/solicitation systems (post-call, post-service email/SMS, QR codes, etc.)Own sentiment analysis and reporting cadence Social Media Marketing Oversee social calendar, audience development, and influencer partnershipsEnsure creative-studio content is deployed effectively across platforms Social Media Customer Experience Oversee the CX Supervisor and 5-agent team handling day-to-day review monitoring and response executionEnsure escalation paths for high-risk or compliance-sensitive customer interactions Qualifications Education & Experience BA/BS in Marketing, Business, Communication, or related field10+ years leading multiple digital marketing disciplines (performance marketing, lifecycle/CRM, digital experience), with a track record of integrating historically separate functions around shared customer and business outcomesDemonstrated ownership of organic social, lifecycle/CRM, and owned digital channels, accountable for acquisition, engagement, conversion, and retentionExperience developing lifecycle marketing strategies — segmentation, customer journeys, automation, personalization, email, SMS, push Customer Experience Proven experience managing a customer experience or reputation management function at scale — including review monitoring, response management, and escalation protocols for regulated or reputation-sensitive industriesTrack record of using sentiment analysis and CX metrics (response time, resolution rate, review volume/rating trends) to drive measurable improvements in customer satisfaction and brand reputation Data & Platforms Experience using first-party data, CRM platforms, and analytics to build audiences, personalize experiences, and improve performanceStrong knowledge of marketing automation, audience segmentation, and personalization platformsStrong understanding of digital measurement, attribution, testing, and performance optimization Leadership & Other Proven ability to set vision, build strategy, execute with excellence, and use complex data to drive continuous improvementStrong problem-solving, strategic thinking, and cross-functional collaboration in a matrix environmentExcellent organizational, project management, and communication skills (verbal and written)Lead generation experience preferredBilingual in Spanish a plus Benefits/Perks 3 Weeks Paid Time Off12 Weeks of Guaranteed Paid Parental LeaveComprehensive Insurance Coverage (Medical, Dental, Vision, etc.)401(k) Retirement Savings PlanWellness Initiatives/Employee Assistance ProgramRewards and Recognition ProgramsCareer Development Opportunities Pay Range $125,000- $160,000 base salary per year plus 15% annual bonus (Remote - United States) AI Disclaimer & Accommodations We may use AI-enabled tools to assist with certain parts of our hiring process, including application review and candidate evaluation. These tools support our team and are used with human oversight. All final hiring decisions are made by humans. If you require reasonable accommodations during the application process or have questions about our hiring process, please contact OWSC@walkeradvertising.com.