Position: Experience Communications Lead
Job Description:
What You Will Be Doing
Overview
We re seeking an experienced and strategic Experience Communications Lead to shape, execute, and continuously evolve the strategy for customer-facing communications across our digital B2B ecosystem. This role sits within the Experience Strategy & Design team and leads the Experience Communications pillar; covering transactional, lifecycle, platform-triggered, and system-based communications that are integral to the customer journey.
You ll partner closely with CX, UX, content strategy, web editing, and product teams to ensure our customer communications are intentional, consistent, and aligned with business goals. As both a strategist and operator, you ll guide the end-to-end planning and execution of communication experiences that reinforce trust, drive action, and enhance value at every touchpoint.
Key Responsibilities
Strategic Leadership
- Define and own the end-to-end Experience Communications strategy across email, on-platform messaging, and other outbound customer channels
- Develop a scalable framework for how, when, and why we communicate with customers - aligned to journeys, product usage, and lifecycle moments
- Establish clear governance standards for content, tone, branding, data usage, cadence, and performance across communication types
- Collaborate across functions (CX, Product, Marketing, Legal, IT) to ensure communications are accurate, relevant, and timely
Team & Program Management
- Lead and mentor the Technical Email Operations Specialist and other future communications roles
- Manage the intake, prioritization, and execution of experience communication requests
- Oversee email and communication tooling - working with internal IT or Marketing teams to scale infrastructure, templates, and automation
- Define and report on performance KPIs (delivery, engagement, opt-out, etc.) and use data to inform improvements
Execution & Alignment
- Partner with Experience Operations (content strategy, SEO, web editing) to align messaging across platforms and customer journeys
- Ensure coordination across CX and UX to embed customer insights into communication design
- Review and approve communications for quality, clarity, consistency, and compliance
- Support A/B testing, experimentation, and optimization efforts in collaboration with UX and product teams
- Stay current on communication trends, tools, and regulatory changes that may impact digital touchpoints
- development process
What we are looking for
What You Bring
- 6 8 years of experience in digital communications, email strategy, or customer experience roles
- Proven success designing and managing customer communication strategies at scale, ideally in a B2B environment
- Strong understanding of CRM/EPR platforms (Salesforce, Oracle, etc.), and lifecycle automation concepts
- Experience working in cross-functional product or Agile environments
- Familiarity with technical delivery processes, QA standards, and compliance regulations (GDPR, etc.)
- Exceptional written, verbal, and organizational skills
- Data-literate and comfortable using metrics to drive strategy and execution
- Ability to balance strategic vision with hands-on delivery
Who You Are
- A strategic thinker who brings structure to complexity and clarity to communication
- Customer-obsessed, systems-minded, and detail-oriented
- A natural collaborator who builds strong relationships across product, engineering, and creative teams
- Passionate about crafting meaningful, value-driven communication experiences at scale
- Proactive, accountable, and comfortable leading initiatives in evolving environments
Who You Are
- A strategic thinker with strong operational discipline and attention to detail
- A natural collaborator who enjoys connecting dots across teams and functions
- A customer-first leader who advocates for clear, helpful, and relevant digital experiences
- Comfortable working in a fast-paced, matrixed organization undergoing transformation
- Curious, proactive, and committed to continuous improvement
What s In It for You
At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job. That is why we offer competitive financial compensation, including various compensation plans, and a solid benefits package.
- Insurance
- Bonus
- Growth Opportunity And more!
About Arrow
Arrow Electronics, Inc. (NYSE: ARW), Arrow Electronics, Inc. (NYSE: ARW), an award-winning Fortune 154 and one of Fortune Magazine s Most Admired Companies. Arrow guides innovation forward for over 220,000 leading technology manufacturers and service providers. With 2024 sales of USD $27.9 billion, Arrow develops technology solutions that improve business and daily life. Our broad portfolio that spans the entire technology landscape helps customers create, make and manage forward-thinking products that make the benefits of technology accessible to as many people as possible. Learn more at www.arrow.com .
Our strategic direction of guiding innovation forward is expressed as Five Years Out, a way of thinking about the tangible future to bridge the gap between whats possible and the practical technologies to make it happen. Learn more at https://www.fiveyearsout.com/ . For more job opportunities, please visit https://careers.arrow.com/us/en .
Location: IN-KA-Bangalore, India
Time Type: Full time
Job Category: Business Support
