Director, Customer Engagement - Integrated Customer Experience

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

Job Title: Director, Customer Engagement

Business Unit: Integrated Customer Experience

Location: Noida / Bengaluru

The Opportunity:

Adobe is seeking an experienced leader to oversee and enhance customer engagement initiatives. The Director of Customer Engagement will be responsible for developing and executing customer engagement programs that align with Adobe's goals and values. This role involves working closely with various teams, including marketing, sales, product, and service, to deliver personalized content, offers, and feedback to customers across multiple channels and platforms. The ideal candidate will have a deep understanding of customer engagement principles, excellent communication skills, and a proven track record in customer-facing roles.

Key Responsibilities:

Customer Engagement Strategy:

• Develop and implement customer engagement programs.
• Design campaigns, events, and promotions to engage customers.
• Supervise the effectiveness of customer engagement initiatives using data and analytics.
  
  

Collaboration and Communication:

• Work with internal and external stakeholders to ensure quality service.
• Actively participate in product management and engineering meetings to provide customer experience insights.
• Ensure Customer Care and customers have a voice in the product roadmap and strategy.
  
  

Customer Relationship Management:

• Lead the CRM system and analyse customer feedback metrics such as satisfaction, loyalty, retention, and advocacy.
• Conduct customer research and segmentation to understand their needs, preferences, and behaviours.
  
  

Process and System Development:

• Design, develop, and implement processes, systems, and technology to support and enhance the customer engagement function.
• Track success metrics and communicate accomplishments and risks to leadership.
  
  

Team Leadership and Development:

• Develop and lead strong, collaborative relationships with product owners, Customer Experience teams, Engineering, and other stakeholders.
• Set and rigorously monitor performance goals and objectives, including performance reviews.
• Coach, mentor, and inspire team members to enhance overall engagement, effectiveness, and leadership strength.
  
  

Customer Feedback and Improvement:

• Handle customer issues and adapt to changing customer needs.
• Identify and prioritize product top issue drivers and work with engineering to address them.
• Diffuse difficult situations by gathering data and establishing consensus from all parties to achieve desired results.
  
  

Advanced Customer Experience Initiatives:

• Support customers in resolving their own issues by offering search capabilities enhanced by AI and seamless digital experiences.
• Leverage advanced technologies, predictive customer data analytics, and qualitative research to identify customer patterns, trends, and individual preferences.
• Reduce customer effort by eliminating friction across all touchpoints, such as repeat contacts, multi-channel hopping, agent transfers, and resolution speed.
• Integrate customer-facing agents with digital journeys and engagement funnels to predict the next best action for customers.
• Ensure each customer-facing employee has real-time data about the customer journey for a consistent, responsive, and wholesome experience.
• Improve management strategies by applying a data-focused approach to streamline processes, increase efficiency, and achieve desired results.
  
  

Technical Support Integration:

• Participate in business improvement project meetings and share constructive feedback/inputs to improve Adobe's customer experience.
• Design, develop, and implement processes, systems, and technology to support and enhance the support function, including workflow and case management.
• Track success metrics, synthesize results for team reports, and communicate accomplishments and risks to leadership.
• Diffuse difficult situations by gathering data and establishing agreement from all parties to achieve desired results.
• Develop and lead strong, collaborative relationships with product owners, Customer Experience teams, Engineering org., leadership, and other stakeholders to get results.
• Proactively identify high-value technical issues and bug debt to establish agreement from product leadership.
• Lead and train the team to develop delivery plans that enhance customer experience and achieve higher value realization and customer satisfaction.
  
  

Skills and Qualifications:

• Minimum of 17+ years of experience in customer-facing roles.
• Bachelor's degree or equivalent experience in marketing, business, communication, or a related field; postgraduate degree preferred.
• Consistent track record to develop, communicate, and present new ideas, proposals, and feedback.
• Proficiency in CRM software and knowledge of customer engagement metrics.
• Excellent communication and presentation skills.
• Strong problem-solving and decision-making skills.
• Ability to establish rapport with all stakeholders and present ideas and solutions clearly and concisely.
• Self-motivated with a lot of energy and drive.
  
  

Expectations from a Leader:

• Attract and select top talent, promoting diversity within the team and organization.
• Establish challenging yet attainable performance expectations and hold leaders accountable.
• Provide clear and timely feedback and coaching to others on their performance.
• Inspire others by taking risks and encouraging action.
• Break down barriers to cross-functional global collaboration.
• Demonstrate strong self-awareness and compassion, mindful of the impact on others.
  
  

About Adobe:

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences. We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours.

Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [email protected] or call (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.