Job offer: Digital First Journey Lead

Executive search firm Monroe Consulting Group Philippines is recruiting on behalf of the most extensive, adopted and in-depth integrated online platform built for the maritime industry. Our esteemed client is seeking a Digital First Journey Lead to lead the organization's transition to a digital-first approach. This role focuses on enhancing customer engagement, streamlining support, and optimizing sales opportunities through digital channels. The ideal candidate possesses a unique blend of technical expertise, analytical acumen, and cross-functional collaboration skills. This position is based in BGC, Taguig, Metro Manila, Philippines, and currently operates on a hybrid arrangement with one day onsite.

About the Role:
The Digital First Journey Lead will play a pivotal role in shaping the organization's digital future. They will drive efficiency, enhance customer satisfaction, and contribute to revenue growth through digital channels.

Key Job Responsibilities:
Digital Transformation Leadership:

• Develop and execute a comprehensive digital strategy aligned with the organization's goals.
• Champion a digital-first mindset across all departments, emphasizing the importance of customer-centric digital experiences.
• Collaborate senior leadership to drive cultural change and foster a digital-savvy environment.

Intercom Expertise:

• Leverage Intercom (or similar customer communication platforms) to enhance customer interactions.
• Apply AI frameworks and roadmaps within Intercom to automate processes, improve response times, and personalize customer interactions.
• Transition customer support from email-centric communication to real-time instant messaging (IM) for faster resolution.

Data-Driven Decision Making:

• Proactively analyze data from Intercom and other relevant tools to identify trends, pain points, and opportunities.
• Use analytics to optimize customer engagement strategies, both from a support and sales perspective.
• Implement continuous improvements based on data insights.

Collaboration with Marketplace Teams:

• Work closely with marketplace teams (marketing, sales) to align digital initiatives.
• Collaborate on product launches, promotions, and customer outreach campaigns.
• Crosstrain support and sales teams to ensure seamless knowledge transfer and consistent messaging.

Subject Matter Knowledge:

• Possess expertise in Know Your Customer (KYC) processes and compliance.
• Understand the end-to-end customer journey, from initial platform contact to potential churn.
• Track and analyze customer behavior, preferences, and pain points throughout their digital interactions.

Key Job Qualifications:

• Bachelor's degree in Business Management, Marketing, Computer Science or a related field.
• Minimum of 5 years of experience in digital transformation, customer support, or related roles.
• Familiarity with AI frameworks and their application in customer interactions.
• Understanding of marketplace dynamics and the ability to bridge support and sales functions.
• Subject matter expertise in KYC processes and customer journey tracking.
• Proficiency in using intercom or similar customer communication platforms.
• Strong analytical skills with the ability to extract actionable insights from data.
• Excellent communication and collaboration skills.