Digital Experience & Customer Marketing Specialist

Reporting to the Senior Marketing Manager, Brand and Communications, the Digital Experience & Customer Marketing Specialist executes and optimizes customer-facing digital experiences and customer marketing programs across the United States and Canada. Working within the customer marketing strategy set by the Senior Marketing Manager, the role improves how customers engage with Superior's digital channels, communications, and self-service platforms to drive adoption, engagement, satisfaction, and long-term customer value.
Partnering closely with Customer Experience, Retention, and Marketing teams, the role turns customer insights, feedback, and behavioural data into practical digital experience improvements, coordinated communications, onboarding activity, and engagement initiatives that strengthen customer relationships and support business objectives.
Superior currently operates under a hybrid work model for eligible non-field positions. As Superior is in the process of securing a new office location in the Greater Toronto Area (GTA), this role will initially be remote for GTA-based employees. Once the new office location is established, the position will transition to a hybrid work arrangement consistent with the company's existing flexible work practices.
What you'll do:
Execute and optimize customer-facing digital experiences, including online portals, self-service tools, mobile applications, and customer communication channels, within the established experience roadmap.
Deliver onboarding, activation, and adoption programs that help customers successfully engage with digital platforms, products, services, and self-service capabilities.
Execute customer marketing programs that improve engagement, portal adoption, satisfaction, loyalty, and long-term customer value.
Manage customer communication calendars and execute contact plans across digital touchpoints, ensuring relevant, timely, and coordinated customer communications.
Coordinate communication prioritization across customer-facing teams to maintain a consistent experience while minimizing contact fatigue and communication overlap.
Support Customer Experience, Retention, Operations, and Technology teams in identifying customer pain points and improving digital journeys, self-service processes, and overall customer experience.
Analyze customer feedback, behavioural insights, digital analytics, and journey performance data, translating findings into recommendations that improve engagement, adoption, satisfaction, and retention.
Run testing and optimization activities across customer communications, journeys, digital experiences, content, and customer touchpoints, applying results to improve performance.
Support audience segmentation, personalization, and targeting to improve message relevance and customer engagement across digital channels.
Monitor key performance indicators including customer engagement, digital adoption, satisfaction, retention, conversion, and journey performance metrics.
Collaborate cross-functionally to ensure digital experiences and customer communications align with brand standards, customer expectations, and business priorities.
Partner with Technology and product teams to support customer experience enhancements, new capabilities, and platform improvements based on customer needs and business priorities.
Identify opportunities to improve digital experience effectiveness, customer engagement, communication efficiency, and customer satisfaction through testing and best practices.
Performs other related duties as assigned.
What you bring:
Bachelor's degree in Marketing, Business, Communications, Public Relations, or a related field.
5+ years of experience in digital marketing, customer marketing, customer experience, lifecycle marketing, digital product marketing, or related disciplines.
Experience executing digital experience, customer communication, customer engagement, or customer journey activities.
Experience using digital analytics, customer insights, and performance data to inform recommendations and optimization.
Experience planning and delivering customer communications, engagement programs, or onboarding initiatives.
Experience working cross-functionally with technology, customer experience, marketing, or operational teams.
Experience supporting customer-facing digital platforms, self-service experiences, or digital product adoption is required.
Experience with testing, experimentation, personalization, or optimization programs is required.
Salary:
$58,300 - $72,850 annually (based on skills, experience, qualifications, and geography).
Eligible employees may earn performance-based incentives and have access to comprehensive benefits and retirement plans with matching contributions.
This posting is for a newly created position. We do not use AI tools in the selection process and do not request pay history.
#J-18808-Ljbffr