Digital Experience & Customer Marketing Specialist

Superior Plus•Wayne, PA

About The Position

Reporting to the Senior Marketing Manager, Brand and Communications, the Digital Experience & Customer Marketing Specialist executes and optimizes customer-facing digital experiences and customer marketing programs across the United States and Canada. Working within the customer marketing strategy set by the Senior Marketing Manager, the role improves how customers engage with Superior's digital channels, communications, and self-service platforms to drive adoption, engagement, satisfaction, and long-term customer value. The Specialist partners closely with Customer Experience, Retention, and Marketing teams, turning customer insights, feedback, and behavioral data into practical digital experience improvements, coordinated communications, onboarding activity, and engagement initiatives that strengthen customer relationships and support business objectives.

Requirements

Bachelor's degree in Marketing, Business, Communications, Public Relations, or a related field.
At least 5 years of experience in digital marketing, customer marketing, customer experience, lifecycle marketing, digital product marketing, or related disciplines.
Experience executing digital experience, customer communication, customer engagement, or customer journey activities.
Experience using digital analytics, customer insights, and performance data to inform recommendations and optimization.
Experience planning and delivering customer communications, engagement programs, or onboarding initiatives.
Experience working cross-functionally with technology, customer experience, marketing, or operational teams.
Experience supporting customer-facing digital platforms, self-service experiences, or digital product adoption.
Experience with testing, experimentation, personalization, or optimization programs.
Legal authorization to work in the United States; employment visa sponsorship is not available now or in the future.

Responsibilities

Execute and optimize customer-facing digital experiences, including online portals, self-service tools, mobile applications, and customer communication channels, within the established experience roadmap.
Deliver onboarding, activation, and adoption programs that help customers engage successfully with digital platforms, products, services, and self-service capabilities.
Execute customer marketing programs that improve engagement, portal adoption, satisfaction, loyalty, and long-term customer value.
Manage customer communication calendars and execute contact plans across digital touchpoints, ensuring communications are relevant, timely, and coordinated.
Coordinate communication prioritization across customer-facing teams to maintain a consistent experience while minimizing contact fatigue and communication overlap.
Support Customer Experience, Retention, Operations, and Technology teams in identifying customer pain points and improving digital journeys, self-service processes, and the overall customer experience.
Analyze customer feedback, behavioral insights, digital analytics, and journey performance data, translating findings into recommendations to improve engagement, adoption, satisfaction, and retention.
Run testing and optimization activities across customer communications, journeys, digital experiences, content, and customer touchpoints, applying results to improve performance.
Support audience segmentation, personalization, and targeting to improve message relevance and customer engagement across digital channels.
Monitor key performance indicators, including customer engagement, digital adoption, satisfaction, retention, conversion, and journey performance metrics.
Collaborate cross-functionally to ensure digital experiences and customer communications align with brand standards, customer expectations, and business priorities.
Partner with Technology and product teams to support customer experience enhancements, new capabilities, and platform improvements based on customer needs and business priorities.
Identify opportunities to improve digital experience effectiveness, customer engagement, communication efficiency, and customer satisfaction through testing and best practices.
Perform other related duties as assigned.