Job SummaryThe Digital Experience Manager will help shape how SHI's digital customer engagement platform, SHI One, is positioned, experienced, adopted, and integrated into the broader customer journey across SHI's go-to-market efforts.
This role partners closely with Integrated Marketing, Digital, Product, and Sales teams to define the value proposition, entry experience, and initial use cases for SHI One, ensuring it delivers meaningful value to both prospects and customers.
Operating at the intersection of marketing, customer experience, and product management, the Digital Experience Manager will focus on translating SHI One capabilities into clear customer value, improving platform adoption, and integrating the platform into SHI's broader campaign and engagement strategy.
Role DescriptionSHI One Experience Strategy & Value Definition- Define and refine the SHI One value proposition for key audiences, including prospects and existing customers.
- Identify and prioritize high-impact use cases that demonstrate immediate value, such as insights, lifecycle visibility, and comparison tools.
- Establish the role of SHI One within the broader customer journey and integrated marketing strategy.
- Ensure SHI One is clearly positioned within SHI's overall go-to-market narrative.
Platform Activation & Adoption Strategy- Develop and pilot strategies that drive SHI One adoption and engagement across target audiences.
- Define entry experiences that deliver immediate value upon user sign-up or interaction.
- Partner with Integrated Marketing to incorporate SHI One into campaign planning and demand generation initiatives.
- Establish baseline metrics to measure SHI One usage, engagement, and user progression.
Cross-Functional Experience Orchestration- Collaborate with Product and Digital teams to align SHI One capabilities with customer-facing experiences.
- Translate marketing and customer needs into actionable feedback to support product enhancements and roadmap prioritization.
- Partner with Content, Creative, and Digital teams to deliver a cohesive and differentiated user experience.
- Serve as the bridge between marketing, product, and digital teams to drive alignment and execution.
Pilot Programs & Test-and-Learn Execution- Lead pilot initiatives to validate SHI One use cases and customer value propositions.
- Design and execute test-and-learn programs to improve engagement, messaging, and experience design.
- Identify early indicators of success and opportunities for optimization.
- Provide insights that inform both campaign strategy and the ongoing evolution of SHI One.
Customer Insight & Experience Optimization- Gather and synthesize feedback from customers, campaigns, and internal stakeholders.
- Analyze user behavior, engagement patterns, and drop-off points to identify opportunities for improvement.
- Identify gaps in the customer experience, including value delivery, user experience, content, and data, and recommend solutions.
- Support the continued development of SHI One as a scalable and differentiated customer experience platform.
Behaviors and Competencies- Demonstrate a customer-centric mindset with the ability to translate platform capabilities into clear and differentiated customer value.
- Apply strategic thinking to connect platform initiatives with broader go-to-market objectives and business outcomes.
- Influence and align product, marketing, and digital teams in a cross-functional, matrixed environment.
- Interpret engagement and performance data to drive actionable insights and continuous improvement.
- Execute effectively in ambiguous environments, moving initiatives from concept through pilot, iteration, and optimization.
- Adapt quickly as product capabilities, customer needs, and business strategies evolve.
Skill Level Requirements- Ability to develop and articulate compelling value propositions and customer-facing experiences.
- Strong understanding of digital experience management, product marketing, customer journey design, and customer engagement strategies.
- Ability to drive adoption and engagement for digital platforms, SaaS solutions, or technology-enabled customer experiences.
- Strong knowledge of B2B marketing, demand generation, and customer lifecycle management.
- Ability to collaborate effectively across marketing, product, digital, and sales teams.
- Strong project management, stakeholder management, and cross-functional alignment skills.
- Analytical skills with the ability to interpret user engagement data and translate findings into recommendations and enhancements.
- Ability to identify, prioritize, and execute customer-focused use cases and experience improvements.
Other Requirements- Completed Bachelor's degree in Marketing, Business, Communications, Product Management, Digital Experience, or a related field, or equivalent professional experience.
- 5-10 years of experience in digital experience, product marketing, customer experience, or related fields.
- Experience working within a matrixed organization and collaborating with cross-functional stakeholders.
- Ability to operate as an individual contributor while influencing and driving cross-team outcomes.
- Position may require up to 25% travel
The estimated annual pay range for this position is $95,000 - $125,000 which includes a base salary. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
