Director, Customer Engagement - Integrated Customer Experience

As the Director of Customer Engagement at Adobe, you will play a crucial role in overseeing and enhancing customer engagement initiatives. Your responsibilities will involve developing and executing customer engagement programs that align with Adobe's goals and values. Working closely with various teams including marketing, sales, product, and service, you will deliver personalized content, offers, and feedback to customers across multiple channels and platforms. Your key responsibilities will include developing and implementing customer engagement programs, designing campaigns and events to engage customers, and supervising the effectiveness of these initiatives using data and analytics. Collaboration and communication will be vital as you work with internal and external partners to ensure quality service, participate in product management and engineering meetings, and ensure that customer care and customers have a voice in the product roadmap and strategy. You will lead the CRM system, analyze customer feedback metrics, conduct customer research and segmentation, and work on designing, developing, and implementing processes, systems, and technology to support and enhance the customer engagement function. Team leadership and development will also be a key aspect of your role, as you develop strong collaborative relationships with various teams, set performance goals, and coach and mentor team members to enhance overall engagement and leadership strength. Handling customer issues, identifying and prioritizing product top issue drivers, and supporting advanced customer experience initiatives will be part of your responsibilities. You will also focus on technical support integration, business improvement projects, and developing strong collaborative relationships to enhance the support function. To qualify for this role, you should have a minimum of 17+ years of experience in customer-facing roles, along with a bachelor's degree or equivalent experience in marketing, business, communication, or a related field. You should have a proven track record in developing, communicating, and presenting new ideas, proficiency in CRM software, excellent communication and presentation skills, strong problem-solving and decision-making skills, and the ability to connect with customers and communicate ideas clearly and concisely. As a leader, you will be expected to attract and select top talent, establish challenging yet attainable performance expectations, provide clear and timely feedback and coaching, inspire others, break down barriers to cross-functional global collaboration, and demonstrate strong self-awareness and compassion. Join Adobe in changing the world through digital experiences and be a part of a team that is passionate about empowering people to create exceptional digital experiences. Embrace an exceptional work environment and unique opportunities for career growth at Adobe.,