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Director, CX + Solutions Architecture
CLUTCHSaint Paul, MN, United States- Promoted
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CLUTCHSaint Paul, MN, United StatesCompany Description
CLUTCH is a hybrid consultancy and agency focused on helping B2B companies and organizations reach their peak potential. We are focused in the agriculture, construction and building, and food ingredient sectors. Learn more at ClutchPerformance.com.
Position Overview
As a player-coach, the Director, CX + Solutions Architecture is responsible for the end-to-end development of customer experiences across all digital touchpoints. This role involves creating and implementing customer journey maps, ensuring an integrated omnichannel experience (e.g., email, website, social media) across various device types and marketing technology (MarTech) solutions (e.g., CRMs, ESPs, + CDPs). Additionally, the Director oversees paid media integration and operations, from planning and trafficking to performance measurement and optimization. A strong understanding of web development processes and best practices is essential to collaborate effectively with cross-functional teams (e.g., Development, Project Management, Design) in delivering high-impact digital initiatives.
Primary Responsibilities
- Customer Experience & Journey Strategy
- Create and execute comprehensive CX strategies using MarTech tools (Salesforce, HubSpot, MailChimp, BlueConic, OneCount).
- Develop and maintain detailed journey maps across digital and physical touchpoints, handling aspects of mapping while leading cross-functional teams to ensure a seamless omnichannel experience.
- Collaborate hands-on with Development, PM, and Design to finalize website updates, confirm feasibility / timelines, and perform final UAT to ensure alignment with objectives.
- Identify and implement opportunities for an integrated brand presence, directly addressing gaps in the customer journey.
- Optimize engagement across email, websites, social, and other channels, monitoring performance metrics and user feedback for ongoing improvements.
- Integrate CRM and email tools with CMS and social platforms, troubleshooting gaps while leading solution design and recommendations.
- Establish and track KPIs for journey effectiveness; analyze data to refine conversion, engagement, and satisfaction strategies.
- Media Initiatives & Operations
- Lead and participate in media planning, trafficking, and campaign management, ensuring alignment with overall digital objectives.
- Monitor campaign performance; use data-driven insights to optimize spend, improve ROI, and make changes to media tactics as needed.
- Coordinate with media, project, and client teams for seamless campaign execution, managing timelines and deliverables while executing key tasks.
- Maintain an in-depth understanding of web development best practices (responsive design, SEO, CMS architectures).
- Work hands-on with front-end / back-end teams to validate feasibility, review code, and implement or guide on-brand features / updates.
- Oversee UAT but also conduct necessary checks to confirm web changes meet project requirements and enhance user experiences.
- Cross-Functional Leadership & Continuous Improvement
- Collaborate with PM, CS, Design, Content, and IT teams to align initiatives with business goals, contributing to solution-finding and issue resolution.
- Manage relationships with vendors / agencies while actively coordinating deliverables and ensuring alignment with CX objectives.
- Measure, report, and refine journey performance, implementing optimizations based on analytics and market trends.
- Stay current on emerging trends, tools, and best practices, testing and adopting new approaches to elevate digital experiences.
Qualifications :
Skills and Competencies :
Why Join Us?
Compensation and Benefits
We believe in rewarding talent and fostering a supportive environment that empowers our employees to thrive both professionally and personally.
How to Apply
Submit your resume and a cover letter detailing your relevant experience to [email protected].
CLUTCH is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and other applicable federal, state or local laws.
Please note, CLUTCH is not certified with the U.S. Department of Labor for immigration sponsorship.
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