Senior Manager – Customer Experience Journey Strategy & Omnichannel Communications Lead for arenaflex Business Group

About arenaflex

arenaflex is a global leader in technology and communications, delivering innovative solutions that keep the world connected. With a heritage of pioneering network infrastructure, cloud services, and digital experiences, arenaflex empowers businesses of all sizes to transform how they engage with customers, partners, and communities. Our mission is to create a more inclusive, resilient, and forward‑thinking digital ecosystem—one where every interaction is purposeful, seamless, and measurable.

Why This Role Matters

In today’s hyper‑connected marketplace, the customer journey is the new battleground for competitive advantage. As the Senior Manager – Customer Experience Journey Strategy & Omnichannel Communications Lead, you will be the architect of end‑to‑end experiences for arenaflex’s Business Group customers. Your work will directly influence Net Promoter Score (NPS), churn reduction, and revenue growth by designing, testing, and optimizing transactional and non‑marketing communications across every touchpoint.

Key Responsibilities

Strategic Ownership

• Own the full lifecycle of transactional communication journeys, from concept through execution, ensuring logical sequencing, brand compliance, and data‑driven personalization.
• Develop, map, and continuously refine omnichannel customer journeys for Business Markets, Global Enterprise, and Public Sector segments.
• Audit and maintain a library of communication templates (email, SMS, push, digital banners, direct mail) for completeness, accuracy, and alignment with arenaflex brand standards.
• Collaborate with CX, Product, Digital Operations, Sales, and IT stakeholders to translate business objectives into actionable journey designs.

Data‑Driven Optimization

• Leverage customer data, analytics, and business insights to identify gaps, recommend enhancements, and measure impact on NPS, churn, and growth metrics.
• Implement A/B testing frameworks and performance dashboards to track journey effectiveness and iterate quickly.
• Partner with the database marketing team to ensure data integrity, segmentation accuracy, and compliance with privacy regulations.

Creative Collaboration

• Work closely with agency partners and internal creative teams to design, build, and test email, SMS, and ad‑hoc communications that meet technical standards and brand guidelines.
• Lead design‑thinking workshops, brainstorming sessions, and cross‑functional reviews to embed a customer‑first mindset into every communication blueprint.
• Guide the migration to next‑generation platforms, ensuring seamless transition and future‑proofing of journey architectures.

Leadership & Mentorship

• Mentor junior strategists and analysts, fostering a culture of curiosity, continuous learning, and data‑driven decision making.
• Represent arenaflex in internal forums and external industry events, sharing best practices and thought leadership on CX journey strategy.

Essential Qualifications

• Bachelor’s degree or equivalent experience (four or more years of professional work).
• Six+ years of relevant experience in marketing, digital marketing, or customer experience strategy, preferably within B2B environments.
• Proven track record of designing and executing multi‑channel communication programs (email, SMS, push notifications, digital banners).
• Strong understanding of direct‑marketing best practices, compliance considerations, and brand stewardship.
• Demonstrated ability to manage complex projects, coordinate cross‑functional teams, and deliver results on time and within budget.

Preferred Qualifications & Skills

• Experience with arenaflex Experience Manager (AEM) or comparable content management platforms.
• Agency background, showcasing the ability to work in fast‑paced, client‑focused environments.
• Professional certifications in Digital Marketing, Customer Experience, or related disciplines.
• Hands‑on knowledge of arenaflex, Marketo, or arenaflex automation tools for campaign orchestration.
• Familiarity with data‑privacy regulations (GDPR, CCPA) and best practices for consent management.

Core Competencies

• Strategic Thinking: Ability to translate high‑level business goals into detailed journey maps and execution plans.
• Analytical Acumen: Proficiency in interpreting data, deriving insights, and applying them to improve CX outcomes.
• Collaboration: Strong interpersonal skills to influence and align diverse stakeholders across technology, marketing, and sales.
• Communication: Exceptional written and verbal communication, capable of presenting complex concepts clearly to executive audiences.
• Adaptability: Comfort navigating ambiguity, rapid change, and evolving technology landscapes.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. In this role, you will have access to:

• Leadership development programs that prepare you for senior‑level CX and product strategy roles.
• Mentorship from industry veterans who have built award‑winning customer experience frameworks.
• Continuous learning subscriptions (e.g., Coursera, LinkedIn Learning) and internal workshops on emerging CX technologies.
• Opportunities to lead high‑visibility transformation initiatives that shape the future of arenaflex’s B2B portfolio.

Work Environment & Culture

arenaflex embraces a hybrid work model that balances flexibility with collaboration. You will split your time between a modern office space and a home office, with scheduled in‑person days to foster team cohesion and innovation. Our culture is built on:

• Inclusion: A diverse workforce where every voice is heard and valued.
• Purpose‑Driven Impact: Projects that directly influence how businesses worldwide connect with their customers.
• Innovation: A sandbox environment encouraging experimentation, rapid prototyping, and data‑backed decision making.
• Well‑Being: Comprehensive health, wellness, and mental‑health resources to support work‑life harmony.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While exact figures vary by location and experience, you can expect:

• Base salary ranging from $94,000 to $175,000 annually (U.S. market‑based), plus performance‑based incentives.
• Annual bonus opportunities tied to individual and company performance.
• Equity participation through stock incentive programs.
• Robust health, dental, and vision plans with generous employer contributions.
• 401(k) retirement plan with matching contributions.
• Paid time off, parental leave, adoption assistance, and flexible holiday schedules.
• Tuition reimbursement, professional certification funding, and continuous learning allowances.
• Employee assistance programs, wellness challenges, and on‑site amenities (where applicable).

Equal Opportunity & Inclusion

arenaflex is proud to be an equal‑opportunity employer. We celebrate the unique perspectives that each employee brings, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. Our commitment to diversity fuels innovation and drives our success.

How to Apply

If you are passionate about shaping world‑class customer experiences, thrive in a fast‑moving, data‑rich environment, and are ready to lead transformative journey initiatives, we want to hear from you. Apply today and become a catalyst for change at arenaflex.

Apply Job!