Job Description
Job Description
JOIN OUR VIBRANT TEAM!
At Modere, we’re not just a workplace—we’re a community who thrive on being :
- Disruptive : We innovate with curiosity, take calculated risks, and embrace failure
- Vibrant : We love what we do, lift others up, express optimistic realism, and celebrate success
- Extraordinary : We continuously level up, align with stakeholders, and practice extreme ownership
- Authentic : We act with integrity, foster psychological safety, and respect others' interests
- Humble : We assume positive intent, give credit where credit is due, evaluate self, and continuously improve
- Compassionate : We practice Radical Candor, find win / win outcomes, and consider the impact
ABOUT THE JOB
The Director, Digital Marketing & Customer Experience (CX) is responsible for leading the strategic development and execution of Modere’s digital marketing and user interface (UI) strategy. This role is responsible carrying out the digital marketing strategy from creative strategy to platform execution; with accountability to improve user interaction creating an exceptional, seamless, and personalized experience across all customer touchpoints. The Director, Digital Marketing & CX will ensure that customer satisfaction, retention, and loyalty are maximized by designing and implementing customer-centric initiatives that align with the company’s overall goals and values.
WHAT YOU'LL DO
Team Leadership & Development :
Lead and mentor a team of information technology (IT) and marketing professionals.Provide coaching and professional development to team members, fostering a culture of continuous learning and innovation.Set clear goals, monitor performance, and provide feedback to ensure team success.Digital Marketing
Serve as the subject-matter expert on customer experience where marketing, IT, and customer support teams intersect and provide a solid partnership to ensure cohesive and customer-focused digital experiences.Oversee content management workflows to ensure seamless customer interactions across digital platforms.Work closely with UX / UI designers to ensure that customer interactions align with business objectives and user needs.Partner with Marketing Communication to analyze gaps in the email system management and identify strategies to enhance customer communication.Stay ahead of digital experience trends, emerging technologies, and industry best and propose strategies to enhance Modere’s systems utilizing best practices.Oversee implementation and maintenance of Google Analytics (GA4) and Google Tag Manager (GTM) and other systems for tracking customer behavior.Analyze data trends and customer interactions to drive actionable insights that improve the digital experience.Develop key performance indicators (KPIs) to measure and enhance customer satisfaction.Optimize A / B testing and multivariate testing strategies to refine digital experiences.Develop and Manage Customer Feedback SystemsAnalyze customer feedback and behavioral trends to provide actionable recommendations to leadership and operational teams.Partner with Marketing Communications to add scripts and or content into Google Tag Manager for triggering based on user activity in digital experiencesEnsure alignment with IT teams on data privacy, compliance, and cybersecurity policies.System and Platform Development
Keep up to date with browser releases to be aware of opportunities to improve customer experienceKeep up to date on native app updates to be aware of opportunities to improve customer experienceEnsure the security and performance of customer-facing platforms through best IT practices.Collaborate with IT teams to improve AI-driven solutions such as chatbots, recommendation engines, and automated customer support systems.Collaborate with IT teams to improve system reliability, uptime, and load performance of digital platforms.COMPETENCIES
In addition to being Disruptive, Extraordinary, Vibrant, Authentic, Humble, and Compassionate this role demonstrates :
Accountability — Establishes clear responsibilities and processes for monitoring work. Holds others accountable to performance, quality, policy, and behavioral standards.Adaptability — Anticipates upcoming needs for change, proactively plans and communicates strategies to leverage ambiguity in positive ways and mitigate negative effects.Analytical Thinking — Analyzes complex data sets to identify trends and insights. Guides others to deeper analytical strategies and behaviors.Creativity & Innovation —Develops and executes plans that bring high-impact innovations to life. Nurtures creativity in others by encouraging the creative process and continuous improvement.Effective Communication — Communicates effectively in one-on-one, small and large groups, and when encountering diverse styles and positions.?Partners well inter-departmentally to achieve business results. Identifies stakeholders and communicates necessary information to gain consensus along the way. Consistent with words and actions.Efficiency & Enhancement — Supports team in exceeding productivity goals, coaches on quality standards, and leads cross-functional teams to address inefficiencies.Execution & Results — Inspires and empowers others to act. Identifies and goes after new opportunities. Delivers outstanding outcomes.Influence & Persuasion — Builds coalitions or coaches others to enhance their persuasive and influencing skills.People Leader — Builds, manages, and motivates teams from varied backgrounds and experience levels to accomplish goals and objectives together, within established policies and procedures.Resilience — Analyzes complex data sets to identify trends and insights. Guides others to deeper analytical strategies and behaviors.Strategic Approach —Interprets broad and complex issues, understands or can evaluate causes / effects, benefits / risk, inputs / outputs.Tech Savvy —Designs or leverages IT solutions to resolve novel business needs. Considered a master in the field. Leads data-driven initiatives, driving innovation and transformative change.Vision & Purpose — Articulates the vision in a way everyone can relate to, listens to all viewpoints. Translates vision into how the work is completed.SUPERVISORY RESPONSIBILITY
This position does not supervise people.
WHAT WE'RE LOOKING FOR
Recommended :
Possess a bachelor’s degree or 8 years of relevant work experience Business, Marketing, Communications, or a related field.Proven track record of leading CX transformations and driving measurable improvements in customer satisfaction, loyalty, and retention.Strong understanding of customer experience principles, journey mapping, and customer-centric strategies.Proficient in customer experience and analytics tools, such as CRM platforms, NPS tools, survey software, and customer journey mapping software.Excellent problem-solving and decision-making abilities, with the ability to think strategically and act tactically.Outstanding communication and interpersonal skills, with the ability to engage, influence, and inspire others.Strong leadership capabilities, with experience in building and developing high-performing teams.Ability to manage multiple projects simultaneously while maintaining a strong attention to detail.Data-driven, with the ability to interpret complex data and translate it into actionable insights.Preferred :
Visionary with a deep understanding of customer needs and behavior, as well as proven track record of transforming customer insights into actionable strategies.WHAT YOU'LL GET
Innovative Environment : Be part of a forward-thinking company that values innovation and continuous improvement.Career Growth : Opportunities for professional development and career advancement.Inclusive Culture : Work in a diverse and inclusive environment where every team member is valued.Team Collaboration : Collaborate with talented and passionate colleagues who embody our vibrant and authentic company culture.Comprehensive Benefits : Enjoy healthcare coverage (medical, dental, vision), PTO, Paid Holidays, supplemental benefit offerings and retirement plans (401k with employer match).At Modere, we are committed to creating a workplace where everyone may feel welcomed, respected, and a sense of belonging. Modere envisions a world where everyone can live authentically, connecting with each other through our shared purpose to promote healthy lifestyles, while making positive changes in our communities. We seek the best talent, regardless of Protected Characteristics. We believe that our success is founded in cultivating diverse teams. Our shared vision is a workplace representative of the diverse communities in which we live and serve and the advancement of a more inclusive and equitable society. All are welcome here.
WORK ENVIRONMENT
This job operates in a professional office environment. The role routinely uses standard office equipment such as a laptop, desktop, smartphone, photocopiers, shredders, and filing cabinets. The noise level in the work environment is usually moderate.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required to use manual dexterity to handle, feel, and operate objects, tools, and controls and reach with hands and arms. This individual is frequently required to stand, talk, and hear. Specific vision abilities of this job include close vision and ability to adjust focus. The employee is required to type, file, and lift office supplies up to ten pounds.
Ready to make a difference with us? Apply now!
