Communication and Engagement Lead

Customer Engagement Lead

100% Remote
20 hours per week until the end of the year, then potential to extend.

Core availability between 9am-4pm EST for stakeholder meetings when needed.

The focus is on:
o Evaluating the current engagement strategy
o Refining and sharpening it
o Making clear recommendations
o Helping drive the strategy across the broader company

Qualifications:

Required:
Bachelor's degree; Master's preferred in Communications, Business, Strategy, or related field
5 7 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


Key Responsibilities:

Customer Engagement Strategy
Develop and execute a customer engagement strategy that aligns with the customer journey, brand positioning, and business goals.
Establish a customer touchpoint model and communication calendar guiding product managers, journey managers, category, sales, marketing, and customer logistics teams.
Shift communication from transactional messaging to strategic engagement-supporting key moments with relevant, resonant content.
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.

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 and product 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.
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.
Advise leadership and cross-functional teams on communication best practices and strategic messaging.