[Hiring] Customer Engagement Lead @Kimberly-Clark Corporation

Role Description

The Customer Engagement Lead is responsible for developing and executing a customer engagement strategy that aligns with the customer journey, brand positioning, and business goals. This role is 100% remote, requiring 20 hours per week until the end of the year, with potential for extension.

• Core availability between 9am-4pm EST for stakeholder meetings when needed.
• The focus is on:
  • Evaluating the current engagement strategy
  • Refining and sharpening it
  • Making clear recommendations
  • Helping drive the strategy across the broader company

Qualifications

• 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
• Experience in B2B environments (preferred)
• Technical acumen to support automated and digital engagement (preferred)
• Experience with service design and design thinking methodologies (preferred)
• Strong understanding of organizational change and transformation (preferred)

Requirements

• 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.

EEO

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.