Manager, Digital Customer Engagement

Parksite•Batavia, IL

12d•Hybrid

About The Position

Parksite, a 100% employee-owned company, is seeking experienced Manager of Digital Customer Engagement. This role sits at the intersection of technology, customer experience, and revenue growth. Reporting to the IT Director of Business Applications, the Manager, Digital Customer Engagement owns and delivers customer-facing digital platforms that support sales, retention, grow revenue, and strengthen long-term customer relationships. You’ll blend hands-on execution with strategic ownership while serving as the primary IT lead for digital customer engagement solutions across the organization.

Requirements

Bachelor’s degree in information systems, Business, or a related field, or equivalent professional experience.
10+ years of experience in IT, business applications, or digital platform environments.
Proven experience delivering customer-facing digital solutions such as CRM systems, customer portals, or web platforms, including leadership or ownership responsibilities.
Proven experience delivering customer-facing digital solutions including CRM systems, customer portals, and web platforms.
Demonstrated experience supporting both B2B and B2C customer-facing solutions.
Hands-on experience working directly with business stakeholders and end customers to understand needs and expectations.
Strong problem-solving skills with the ability to assess complex challenges and manage multiple priorities in parallel.
Strong internal marketing skills, including the ability to develop and communicate compelling value propositions for digital initiatives.
Strong ownership mentality with accountability for outcomes, performance, and continuous improvement.
Ability to translate business needs and customer requirements into practical, scalable technical solutions.
Customer-centric mindset paired with operational discipline and attention to execution.
Clear, confident communicator able to effectively engage both technical and non-technical audiences.
Ability to work primarily in an office or hybrid environment with extended periods of computer use.
Ability to participate in meetings, workshops, and collaborative sessions with internal and external partners.
Ability to occasionally travel as needed to support projects, vendors, or business partners.
Ability to pass pre-employment physical, drug screen, and background check
Authorization to work in the United States

Nice To Haves

Experience in with mid-market organizations using platforms such as Salesforce, Infor ERP, or similar systems.
Experience managing vendors, consultants, and external partners.
Experience with customer journey mapping and customer experience optimization.
Experience working in agile or iterative delivery environments.

Responsibilities

Own the day-to-day management, performance, and enhancement of customer-facing digital platforms, including CRM systems, customer portals, and web and mobile applications.
Serve as the system owner for digital customer engagement tools and their integrations across the enterprise.
Drive configuration, extension, and optimization of digital platforms to meet evolving business needs.
Act as the primary IT point of contact for Sales, Marketing, and Customer Service teams.
Own and maintain the customer digital platform roadmap, aligning initiatives with business priorities and capacity.
Gather, refine, and translate business requirements into actionable, scalable technical solutions.
Partner with business leaders to prioritize enhancements based on value, impact, and resource availability.
Lead projects and platform enhancements from concept through delivery, ensuring quality execution.
Manage external vendors, consultants, and system integrators to ensure successful outcomes.
Coordinate testing, deployment, and change management activities to support adoption and usability.
Ensure projects are delivered on time, within scope, and within budget.
Ensure customer data flows accurately across CRM, ERP, marketing, and service systems.
Support basic reporting, dashboards, and analytics related to customer engagement and behavior.
Partner with data and analytics teams to improve visibility into customer journeys and engagement trends.
Enable business teams with easy-to-use, scalable digital tools that enhance customer experience, engagement, and retention.