Customer Engagement Manager

We are seeking a Customer Engagement Manager with a passion for enhancing customer experiences. The ideal candidate will have a deep understanding of marketing analytics, customer insights, and project management, coupled with bilingual proficiency in Chinese. This role will play a pivotal part in connecting with our food service customers, ensuring seamless interactions, and advocating for their needs to improve our services continually.

Develop and implement a comprehensive digital customer experience strategy aligned with business goals and objectives.
Analyze customer behaviors, preferences, and pain points to map out the digital customer journey and identify opportunities for improvement.
Lead efforts to optimize the usability, functionality, and performance of our website and mobile app to enhance the overall digital customer experience.
Collaborate with cross-functional teams to develop and execute a content strategy that delivers relevant, valuable, and engaging content across digital channels.
Utilize data-driven insights to personalize the digital customer experience through targeted messaging, offers, and recommendations.
Work closely with UX/UI designers to create intuitive, user-friendly interfaces that facilitate seamless navigation and interaction.
Implement mechanisms for collecting customer feedback and conducting regular analysis to measure satisfaction, identify issues, and drive continuous improvement.
Partner with the digital marketing team to ensure alignment between customer experience initiatives and marketing campaigns, leveraging insights to optimize performance.
Evaluate and implement digital tools, platforms, and technologies to enhance the digital customer experience, including CRM systems, analytics tools, and marketing automation platforms.
Collaborate with teams across the organization, including marketing, sales, product development, and IT, to ensure seamless integration and alignment of digital customer experience initiatives.

Qualifications:
Bachelor's degree in marketing, business administration, or related field; advanced degree preferred.
5+ years of digital/social media engagement experience
Food and Beverage industry experience is preferred
MUST BE BILINGUAL IN CHINESE
Experience in creating a digital customer experience strategy, building an online community
Proven experience in digital customer experience management, with a minimum of X years in a similar role.
Strong understanding of digital marketing principles, including SEO, SEM, social media, and email marketing.
Proficiency in web analytics tools (e.g., Google Analytics) and CRM systems.
Excellent analytical skills with the ability to interpret data and generate actionable insights.
Exceptional communication and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders at all levels.
Creative thinker with a passion for innovation and continuous improvement.
Strong project management skills with the ability to prioritize tasks, manage deadlines, and drive results in a fast-paced environment.

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