Customer Engagement Lead (PART-TIME)

Customer Engagement Lead

***Consultant role - average 5 hours per week for 6 months.
Core availability between 9am-4pm for stakeholder meetings when needed

• The opportunity is to help define and land the enterprise customer engagement strategy.
• While a baseline strategy exists, the organization is not in execution mode yet.
• The focus is on:
  • Evaluating the current engagement strategy
  • Refining and sharpening it
  • Making clear recommendations
  • Helping drive the strategy across the broader company
• The work centers on understanding:
  • How customers want to interact with KCP
  • How engagement aligns with Sales, CX, and key partners
• The contractor will partner closely with Journey Managers to:
  • Assess what’s happening across the customer journey
  • Refine engagement strategy
  • Make clear recommendations
  • Help ensure the strategy comes to life

• Team & Organizational Context

• This role sits within Customer Experience (CX) — not product based.
• The work is largely product agnostic, though the team supports all products.
• A major emphasis is on the Distributor and Channel Partner experience:
  • How customers buy from KCP
  • The service and experience KCP delivers
  • How channel partners then sell to their end customers
• KCP operates in a B2B environment.
• The CX team has evolved from a project based model to a journey management model.
• Journey teams act as connectors across the customer journey, ensuring alignment across touchpoints.
• This role will partner with those journey teams to identify engagement gaps and improve communications throughout the journey.

Role Summary:
The Customer Engagement Strategy Lead is accountable for defining and driving enterprise-wide customer engagement strategies that directly impact business outcomes, customer satisfaction, and operational efficiency. This role leads the design and execution of strategic engagement moments across the customer journey, aligning with brand promise, business priorities, and transformation goals. It plays a critical role in building new capabilities that elevate experience and drive measurable growth.

Key Responsibilities:
Customer Engagement Strategy

• Lead the development of a multi-year customer engagement roadmap aligned to enterprise transformation and growth priorities.
• Translate customer insights and journey data into strategic engagement frameworks that drive loyalty, retention, and revenue.
• Influence senior leaders across CX, Sales, Marketing, Product, and Supply Chain to embed engagement strategy into business planning.
• Develop and execute a customer engagement strategy that aligns with the customer journey, brand positioning, and business goals.
• Shift communication from transactional messaging to strategic engagement—supporting key moments with relevant, resonant content.
• Establish a customer touchpoint model and communication calendar guiding product managers, journey managers, category, sales, marketing, and customer logistics teams.

Content & Messaging Excellence

• Write and edit customer-facing communications that reflect KCP’s brand voice and enhance the customer experience.
• Ensure messaging supports product launches, program rollouts, policy changes, pricing updates, priority customer journeys/moments and strategic initiatives.
• Partner with Corporate Communications on issues and crisis response to protect brand reputation.

Journey-Aligned Communication Design

• Drive customer engagement strategy & execution alongside CX, product, and technical teams to ensure communications are mapped to customer journey stages and experience goals, using data & automation to deliver efficiently.
• Support the development of external presentations and tailored communications for key accounts and strategic partners.
• Apply service design and design thinking principles to connect engagement moments with customer needs and expectations.

Engagement Measurement & Optimization

• Own KPIs tied to customer engagement, satisfaction, and business impact (e.g., retention, NPS, revenue influence).
• Lead cross-functional reviews to assess engagement performance and drive continuous improvement.
• Continuously monitor customer engagement across key touchpoints using defined KPIs (e.g., open rates, click-through, repeat visits, interaction depth).
• Analyze trends and behaviors to identify opportunities for improvement, and implement data-driven strategies to increase engagement, retention, and satisfaction.
• Regularly report on engagement performance and test new approaches to optimize outcomes.

Change Management & Internal Enablement

• Create a change communication framework that includes impact analysis, readiness planning, and stakeholder alignment.
• Develop internal messaging and preparation processes to ensure consistent, confident delivery across teams.
• Serve as a strategic advisor to executive leadership on customer communication and engagement.
• Lead change communication strategies for priority KCP MCX initiatives, ensuring alignment across internal and external stakeholders.
• Train teams on brand voice, positioning, and customer-centric communication standards.
• Mentor and guide cross-functional teams in customer-centric communication, brand voice, and experience design.
• Champion a culture of customer-first thinking and strategic execution across the organization.

Enterprise Capability Building, Process & Governance

• Architect and implement new enterprise capabilities (e.g., engagement platforms, personalization engines, journey orchestration tools) that transform how KCP connects with customers.
• Define and operationalize governance models for engagement across functions and channels.
• Improve communication distribution tools and methodologies to support scalable, personalized engagement.
• Establish and manage an internal approval process to ensure quality, consistency, and compliance.
• Advise leadership and cross-functional teams on communication best practices and strategic messaging.

Qualifications:
Required:

• Bachelor’s degree; Master’s preferred in Business, Strategy, Communications, or related field
• 7–10 years of experience in communications, marketing, customer engagement, experience strategy, or enterprise communications
• Proven ability to craft customer-centric messaging and improve communication processes
• Strong stakeholder management and cross-functional collaboration skills
• Proven track record of leading strategic initiatives with measurable business impact
• Experience building enterprise capabilities and leading cross-functional transformation

Preferred:

• Experience in B2B environments
• Technical acumen to support automated and digital engagement
• Experience with service design and design thinking methodologies
• Strong understanding of organizational change and transformation

Skills & Attributes:

• Exceptional business writing and verbal communication skills
• Strong commercial and organizational acumen
• Strategic thinker with a customer-first mindset
• Ability to lead through ambiguity and influence across functions
• Positive energy and passion for driving meaningful customer connections
• Salesforce Marketing Cloud Engagement (formerly Pardot) – email marketing platform
  • Experience is nice to have
• Miro – used for collaboration and journey management
• Candidates don’t need to be experts, but familiarity is a plus
• Experience with journey management tools would be especially compelling