Vice President of Digital Customer Experience (IT Division)

Hi there!

We are Semrush, a global IT company developing our own product - a platform for digital marketers. This is our VP of Digital Customer Experience role for those who strive to implement functional processes and drive them to full completion. New stars are born here, so don't miss your chance.

As the VP of Digital Customer Experience, you will play a pivotal role in leading and transforming our organization's digital customer experience strategy. You will ensure our customers have exceptional and seamless interactions across all digital touchpoints, ultimately driving customer satisfaction, loyalty, and retention. This position will require a deep understanding of customer behavior, digital technologies, and user-centered design principles.

• Digital Customer Experience Strategy: Develop and execute a comprehensive digital customer experience strategy aligned with the organization's overall business objectives. Identify opportunities to enhance the customer journey and deliver a best-in-class experience.

• Identify objectives, priorities, risks, and metrics to measure impact. Align scope with the leadership team.

• Customer Persona and Journey Mapping: Conduct in-depth research and analysis to understand customer personas, pain points, and needs. Create detailed journey maps to identify critical touchpoints and areas for improvement.

• Omnichannel Integration: Collaborate with cross-functional teams to integrate and optimize the customer experience across all digital channels, including website, mobile app, social media, email, and chat support.

• User Experience (UX) Design: Work closely with UX designers and product teams to ensure that digital interfaces are intuitive, user-friendly, and visually appealing. Advocate for a customer-centric design approach throughout the product development process.

• Data-Driven Insights: Utilize data analytics and customer feedback to gain insights into customer behavior and preferences. Use these insights to make data-driven decisions and continuously improve the digital customer experience.

• Personalization and Segmentation: Implement personalization strategies based on customer data, allowing for tailored experiences and relevant content delivery.

• Digital Technology Adoption: Stay abreast of emerging digital technologies and industry trends to identify opportunities for innovation and optimization. Assess the feasibility and impact of implementing new tools and technologies.

• Team Leadership: Build and lead a high-performing team of digital customer experience professionals. Foster a culture of innovation, collaboration, and continuous improvement.

• Performance Measurement: Define key performance indicators (KPIs) to measure the success of digital customer experience initiatives. Provide regular reports and insights to executive leadership.

• Bachelor's degree in Business, Marketing, User Experience Design, or a related field. MBA or advanced degree preferred.
• Proven experience (typically 10+ years) in a leadership role focused on digital customer experience, user experience, or digital marketing in the SaaS industry.
• Strong understanding of customer behavior, digital trends, and user-centered design principles.
• Demonstrated success in developing and implementing digital customer experience strategies that drive measurable business outcomes.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Strong leadership and team management capabilities, focusing on mentorship and talent development.
• Experience in strong digital customer-focused industries like e-commerce, technology, financial services, or retail is highly desirable.

• You have proficiency in leveraging data and analytics to make informed decisions and optimize the customer experience.
• You share our common values: Trust, as we prefer to speak up and be our true selves; Sense of Ownership, as it's not worth wasting time on something you don't believe in; and enthusiasm for Constant Change, as we are always looking to make things better.

You can get to know the team better through the interview process. This position reports to the CIO.

• Work format FLEX: This offer stands for the "hybrid" work format: some days, you work from the office, and some #wfh. Trust us, it's an efficient way of work. Proven!

• Low-cost medical, dental, and vision plans.

• Dependent Care Savings Accounts and Flexible Spending Accounts.
• Employee Assistance Program.
• 401(k) plan with flexible ways to save and fully vested employer match up to 4%
• Unlimited PTO.
• Paid parental leave.
• Short-term and Long-term Disability.
• Accidental death and dismemberment (AD&D) insurance, Life Insurance.
• Travel Insurance.
• Corporate Events.
• Snacks, coffee, tea.
• Free Parking for employees (Prudential Center)

We've been developing our product for 15 years and have been awarded G2's Top 100 Software Products, Global and US Search Awards 2021, Great Place to Work Certification, Deloitte Technology Fast 500 and many more. In March 2021 Semrush went public and started trading on the NYSE with the SEMR ticker.
10,000,000+ users in America, Europe, Asia, and Australia have already tried Semrush, and over 1,000 people worldwide are working on its development. The Semrush team is constantly growing.

Semrush is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, age, ancestry, physical or mental disability, or medical condition including medical characteristics, genetic identity, marital status, military service, or any other classification protected by applicable local, state or federal laws. All employment decisions are based on business needs, job requirements, merit, and individual qualifications.