Digital Customer Experience Manager

Atmus•Nashville, TN

8d•Hybrid

About The Position

We are looking for a high-energy, customer-obsessed leader to join us as a Digital Customer Experience Manager. This role offers a unique opportunity to set the vision for how our external facing digital ecosystem shows up for customers, and to inspire and support a talented team in bringing that vision to life. You will champion a customer-first mindset, ensuring our digital platforms, systems, and information work together to deliver clarity, consistency, and truly delightful experiences. As the architect of the end-to-end digital customer journey, you’ll guide strategy across multiple brands and product lines, translating business goals into intuitive, impactful digital solutions that customers love. Success in this role means more than meeting metrics - it means creating digital experiences that build trust, reduce friction, and exceed expectations, while empowering your team with the direction, tools, and support they need to do their best work. This is a hybrid opportunity (3 days in-office) designed for those who value both collaboration and focused flexibility. Candidates located in Nashville, TN or Indianapolis, IN are preferred.

Requirements

College, university, or equivalent degree in Marketing, IT, Business Administration or related subject required.
5–10+ years in marketing, customer experience, digital, or related fields
Experience leading teams or cross-functional initiatives.
Hands-on experience with customer journey mapping and customer insights collection
Experience using analytics to inform decisions, such as NPS, CSAT, digital analytics, or CRM-based insights
Proven track record of managing digital commerce platforms and implementing strategies to improve conversion paths and digital merchandising effectiveness.
Demonstrated experience acting as a liaison between Business and IT functions, translating complex business needs into prioritized technical requirements.

Responsibilities

Drives the design and execution of a cohesive digital customer experience, ensuring that all digital touchpoints- web, mobile, email, social, and commerce -reflect the brand strategy and meet user needs.
Implements medium-term and annual marketing plans; identifies barriers to success across both traditional and digital channels and develops solutions for smooth execution.
Leverages previous commerce experience to optimize online customer journeys, improve conversion paths, and enhance digital merchandising and digital selling effectiveness.
Applies UX/UI understanding to collaborate with design, product, and digital teams to improve user interfaces and digital content experiences that increase engagement and satisfaction.
Leads journey mapping activities to understand end to end customer behavior, identify friction points, and design interventions that improve the digital experience.
Uses digital tools for marketing attribution and performance measurement, applying data from platforms such as marketing automation systems, analytics tools, CRM, and multi-touch attribution models to inform future strategy and optimize investment.
Leverages the competencies of the global marketing team, and represents the identified product line or geography in global digital marketing initiatives and cross-functional customer experience projects.
Translates the global brand strategy into region-specific or product-specific digital experiences, ensuring consistency of brand expression across platforms.
Provides management, direction, and development to a multicultural marketing team, potentially located across multiple geographies, with a focus on elevating digital skills and customer experience capabilities.
Manages marketing and sales systems and processes, including CRM, marketing automation platforms, digital analytics tools, and the customer satisfaction measurement process.
Leverages relevant channel staff, knowledge, and processes, integrating Voice of the Customer (VoC) data from digital feedback loops, usability testing, and customer analytics into marketing plans.
The accountable business representative partners with IT to translate business needs into prioritized requirements and ensure technology solutions deliver measurable business value.
Coaches and motivates marketing staff, providing guidance on digital marketing best practices, customer experience strategy, and problem-solving; delegates work based on employee skills and development needs.