Customer Experience Journey Strategy Manager – Business & Enterprise Communications at arenaflex

About arenaflex – Pioneering the Future of Connectivity

arenaflex stands at the forefront of global technology and communications, delivering innovative solutions that connect people, businesses, and communities worldwide. As a leader in the industry, arenaflex is driven by a purpose‑first mindset, a relentless pursuit of excellence, and a culture that celebrates curiosity, collaboration, and continuous learning. Our mission is to empower every customer—whether a small startup or a multinational enterprise—to thrive in an increasingly digital world. When you join arenaflex, you become part of a human network that not only builds the infrastructure of tomorrow but also lifts up the communities we serve, fostering resilience, inclusion, and sustainable growth.

Why This Role Matters

The Customer Experience Journey Strategy Manager is a pivotal position within the arenaflex Business Group’s Customer Experience Team. In this role, you will shape the end‑to‑end communication experience for our business customers, ensuring every touchpoint—from transactional emails to SMS alerts—delivers value, consistency, and brand integrity. Your strategic vision will directly influence key performance indicators such as Net Promoter Score (NPS), churn reduction, and revenue growth, positioning arenaflex as the trusted partner for enterprise‑level communications.

Key Responsibilities

Strategic Ownership of Transactional Journeys

• Own the full lifecycle of transactional communication journeys, including logic sequencing, channel selection, and touchpoint strategy for Business Markets, Global Enterprise, and Public Sector customers.
• Audit, refine, and maintain a library of transactional communication templates to ensure completeness, accuracy, brand compliance, and regulatory adherence.
• Map, analyze, and continuously improve customer journeys, identifying gaps and implementing data‑driven recommendations that boost NPS and meet churn‑reduction targets.

Collaboration & Cross‑Functional Leadership

• Partner closely with the database marketing team, CX/Product, Digital Operations, Sales, and IT to translate strategic insights into actionable journey enhancements.
• Lead design‑thinking workshops and brainstorming sessions with cross‑functional stakeholders, fostering a culture of innovation and shared ownership of the CX blueprint.
• Coordinate with agency and creative partners to design, build, test, and launch email, SMS, and ad‑hoc communications that meet brand standards and align with upcoming platform migrations.

Data‑Driven Optimization & Reporting

• Leverage customer data, business insights, and analytics to drive continuous improvement of communication flows, ensuring relevance and personalization at scale.
• Develop and present regular performance dashboards that track journey health, NPS trends, and growth metrics to senior leadership.
• Implement best practices in direct marketing across email, direct mail, SMS, digital banners, and push notifications, influencing journey design from purchase through compliance events.

Essential Qualifications

• Bachelor’s degree or a minimum of four years of relevant professional experience.
• Six or more years of experience in marketing, digital marketing, or customer communications, preferably serving business‑to‑business (B2B) audiences.
• Demonstrated expertise in executing multi‑channel marketing communications, including email, SMS, and push notifications.
• Proven track record of program delivery and execution, with the ability to manage complex projects from concept through launch.

Preferred Qualifications & Technical Skills

• Experience with arenaflex Experience Manager (AEM) or comparable content management platforms.
• Agency experience that showcases collaboration with external creative partners.
• Digital Marketing or Customer Experience certifications (e.g., Certified Customer Experience Professional, Digital Marketing Institute credentials).
• Working knowledge of arenaflex, arenaflex, and arenaflex tools for campaign orchestration and analytics.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture, translate business objectives into actionable journey designs, and anticipate future communication needs.
• Analytical Acumen: Proficiency in data analysis, segmentation, and performance measurement to drive evidence‑based improvements.
• Creative Collaboration: Strong partnership skills with creative, technical, and business teams to co‑create compelling, on‑brand experiences.
• Project Management: Expertise in agile methodologies, timeline management, and stakeholder communication.
• Customer‑Centric Mindset: Deep empathy for the end‑user, ensuring every interaction adds value and reinforces trust.
• Regulatory Awareness: Understanding of compliance considerations for transactional communications across global markets.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Customer Experience Journey Strategy Manager, you will have access to:

• Mentorship programs with senior CX leaders and industry experts.
• Continuous learning platforms offering courses in advanced analytics, AI‑driven personalization, and emerging communication channels.
• Opportunities to lead high‑visibility, cross‑regional initiatives that shape the future of arenaflex’s enterprise communications.
• Clear promotion pathways toward senior director and executive roles within the CX organization.

Work Environment & Culture at arenaflex

Our hybrid work model blends the flexibility of remote work with the collaborative energy of in‑office days. You will enjoy:

• A supportive, inclusive culture that celebrates diversity of thought, background, and experience.
• Regular team‑building events, both virtual and in‑person, that foster genuine connections.
• State‑of‑the‑art collaboration tools that enable seamless communication across global teams.
• A commitment to work‑life balance, with flexible scheduling and generous paid time off.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While exact figures vary by location and experience, you can expect:

• A base salary range that reflects market benchmarks for senior CX leadership roles.
• Performance‑based incentives and bonuses tied to journey success metrics.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Retirement savings plans with company matching contributions.
• Equity participation through stock incentive programs.
• Generous parental leave, adoption assistance, and tuition reimbursement.
• Wellness programs, employee assistance resources, and a robust employee discount catalog.

Equal Opportunity & Inclusion

arenaflex is proud to be an equal opportunity employer. We celebrate the unique perspectives that each employee brings, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. Our inclusive environment encourages authenticity, fosters a sense of belonging, and empowers every team member to reach their full potential.

How to Apply

If you are driven by purpose, energized by innovation, and ready to shape the future of business communications, we want to hear from you. Even if you don’t meet every “preferred” qualification, your passion and potential are what matter most. Click the link below to submit your application and begin your journey with arenaflex.

Apply Now – Join arenaflex!

Take the Next Step

At arenaflex, your work will have a tangible impact on millions of customers worldwide. Join a team that values curiosity, collaboration, and continuous improvement. Together, we’ll create experiences that not only meet expectations but exceed them—propelling arenaflex and its customers forward into a brighter, more connected future.