Description

About the Company

Adobe is on a mission to change the world through digital experiences. The company provides tools for everyone—from emerging artists to global enterprises—to create, communicate, and interact in powerful ways across every screen. Adobe is committed to creating a workplace where everyone is respected and has access to equal opportunities, recognizing that innovation comes from all parts of the organization.

The Opportunity:

Adobe is seeking a seasoned and strategic leader for the role of Director, Customer Engagement within the Integrated Customer Experience business unit. This position will lead the planning, execution, and optimization of customer engagement programs. The primary focus will be on deepening customer relationships, enhancing experiences, and aligning strategies across marketing, sales, product, and support teams to deliver consistent and personalized content and services.

Key Responsibilities:

Customer Engagement Strategy

• Develop and implement scalable customer engagement programs.
• Lead the design and execution of campaigns, events, and promotions.
• Monitor and analyze program effectiveness using engagement data.

Collaboration and Communication

• Partner with internal and external stakeholders to ensure service quality.
• Represent the customer experience voice in product and engineering meetings.
• Align product roadmaps with customer care feedback.

Customer Relationship Management

• Lead CRM systems and track metrics like satisfaction, loyalty, and retention.
• Conduct customer segmentation and research to understand behaviors and preferences.

Process and System Development

• Develop processes and technologies to enhance customer engagement operations.
• Define success metrics and regularly report outcomes and risks to leadership.

Team Leadership and Development

• Build strong cross-functional relationships.
• Set team goals, conduct performance reviews, and foster leadership development.
• Coach and mentor teams to increase productivity and morale.

Customer Feedback and Improvement

• Resolve customer issues and adapt to evolving needs.
• Identify top product issues and coordinate with engineering for resolution.
• Use data-driven strategies to manage difficult customer interactions.

Advanced Customer Experience Initiatives

• Deploy AI-enhanced solutions for self-service and digital experiences.
• Analyze customer data to improve experience and predict needs.
• Integrate real-time customer data across support and engagement platforms.

Technical Support Integration

• Engage in continuous improvement initiatives.
• Implement systems to streamline support workflows.
• Proactively identify and resolve high-impact technical issues.
• Train the team to deliver high-value customer outcomes and satisfaction.

Expectations from a Leader:

• Attract and retain top diverse talent.
• Establish clear goals and hold leaders accountable.
• Provide constructive, timely feedback.
• Foster global collaboration.
• Demonstrate empathy, self-awareness, and a drive for action and innovation.

Key Skills:

Customer Engagement Strategy, CRM, Data Analytics, Team Leadership, Cross-functional Collaboration, Campaign Management, Customer Experience Design, AI Integration, Communication, Conflict Resolution, Process Improvement, Product Strategy Alignment, Customer Retention, Performance Coaching, Stakeholder Management

Requirements:

• Minimum of 17 years in customer-facing roles.
• Bachelor's degree in Marketing, Business, Communication, or related field (Master’s preferred).
• Strong background in CRM tools and customer engagement metrics.
• Demonstrated ability to communicate effectively with a wide range of audiences.
• High energy, self-motivated, and strategic thinker.
• Proven leadership in managing cross-functional teams and delivering impactful customer engagement programs.