Managing Director, Customer Experience (CX) & Marketing Strategy
Managing Director, Customer Experience (CX) & Marketing Strategy
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Job Description
The Contingent is a 501(c)(3) missiondriven venture nonprofit focused on sparking and holding initiatives to empower leaders and mobilizing community into action in the child welfare and racial wealth gap space. We harness the power of data and technology to create scalable inclusive and impactful solutions for the communities we serve.
Since our inception we have leveraged the perspectives skills and needs of people of color and lowincome community members to challenge the status quo and positively transform our communities. We ask hard questions. We take risks. And we link arms with our neighbors including business partners faith communities* and government agencies.
We believe in humancentered design communityled innovation and the transformative power of storytelling. Now were seeking a visionary leader to champion our customer experience and marketing strategy.
*If interested candidates would like to learn more about The Contingents work with faith communities and how this external work is reflected in our internal rhythms we would value the opportunity to share more! Please contact The Contingents ED of People and Culture Kelly Bartz for additional information.
Position Summary:
The Managing Director Customer Experience (CX) & Marketing Strategy is responsible for shaping and executing a unified and holistic strategy for engagement brand and product positioning that puts stakeholders users partners and community members at the center of The Contingents mission and messaging.
This leader will drive our CX and marketing strategies ensuring user insights inform product development and lead the design and delivery of compelling valuesdriven marketing campaigns and customer experiences that drive awareness trust and impact.
Key Responsibilities:
Strategic Team Leadership & Crossfunctional Collaboration
- Define and lead the strategic vision and roadmap for Customer Experience (CX) and Marketing encompassing the endtoend customer lifecycle productmarket positioning and integrated campaign strategy.
- Collaborate with product engineering programming and operations teams to align on user needs and impact metrics ensuring a unified approach to delivering meaningful and measurable outcomes.
- Lead manage and mentor highperforming teams across marketing branding CX and communications fostering a communitycentric culture that elevates the voices and stories of those we serve.
- Represent the voice of the customer through datadriven insights and reporting ensuring that customer needs meaningfully inform strategic decisions and foster organizational alignment.
Customer Experience Strategy
- Lead the vision and execution of a holistic customer experience across all touchpoints (campaigns product support communications brand design etc.).
- Implement systems to gather and act on user feedback ensuring alignment with product development and organizational goals.
- Develop and implement processes that improve user satisfaction incorporating feedback to refine messaging outreach and experience design.
- Champion accessibility inclusivity and usability in the design of our digital platforms and services.
Marketing Strategy & Brand Leadership
- Develop and oversee an integrated growth marketing strategy that elevates our mission drives engagement and supports fundraising and partnership growth.
- Leverage datadriven customer insights and lifecycle analytics to inform marketing strategies identify engagement trends and drive continuous improvement.
- Lead culturally competent storytelling efforts that inspire and mobilize community members and translate complex technology into compelling narratives centered on human impact and community outcomes.
- Oversee and cultivate a consistent brand identity and voice across all publicfacing channels ensuring market differentiation and alignment with mission values and audience needs.
Product Marketing & Positioning
- Guide the strategic development and execution of the market positioning for The Contingent on a national scale ensuring alignment with organizational goals and mission.
- Drive the creation of impactful marketing collateral and content that supports the Every Child national expansion directly contributing to sales and outreach efforts.
- Collaborate with crossfunctional teams to ensure consistent and compelling product messaging across all channels reinforcing brand identity and value propositions.
- Monitor market trends competitor activity and stakeholder feedback to continually refine positioning and maintain competitive differentiation.
- Support the sales team with tools resources and messaging to effectively communicate the value of The Contingent and its initiatives to key stakeholders and potential partners.
This role may include variability in responsibilities as deemed by the supervisor. The Contingent employees should be prepared for a dynamic work environment.
Education and Experience:
- 8 years of progressive experience in customer experience marketing strategy brand leadership or a related fieldideally within a techdriven or missiondriven organization.
- Proven track record of designing and leading integrated growth marketing strategies across digital social content and traditional channels that drive both engagement and impact.
Knowledge Skills and Abilities:
- Strong understanding of usercentered design product feedback loops customer journey mapping digital experience best practices and turning insights into action.
- Demonstrated ability to influence product direction and service design through customer feedback and behavioral data.
- Deep understanding of user communications including audience segmentation marketing channels CX engagement brand alignment and valuesbased storytelling.
- Handson experience with tools like Microsoft Dynamics 365 Customer Relationship Management (CRM) Azure Devops (ADO) Asana Google Analytics Meta Hotjar Figma or equivalent platforms for marketing and CX management.
- Excellent leadership skills with a history of building mentoring and managing crossfunctional teams (Marketing CX Product Engineering Data Analytics and Programming).
- High emotional intelligence and demonstrated ability to engage and communicate across diverse audiences (community stakeholders senior executives and technical teams) with cultural intelligence intentional listening and a deep commitment to inclusion respect and equity.
- Strategic thinker with strong data fluencycomfortable building customer strategies setting Key Performance Indicators (KPIs) analyzing campaign and CX data and making datainformed decisions.
- Comfortable navigating ambiguity leading in a startup environment and wearing multiple hats in a fastpaced setting with a calm solutionoriented position.
- Experience supporting teams of entrylevel professionals and coaching rising leaders in their development.
Personal Qualifications:
- Commitment to the mission of The Contingent including Every Child and The Script.
- Ability to build meaningful relationships and work effectively with diverse groups representing a wide range of ethnic cultural and socioeconomic backgrounds.
- Ability to articulate the role of the faithbased community in supporting vulnerable children youth and families impacted by child welfare services.
- Deep dedication to supporting vulnerable children and families along with the government professionals working to serve them.
- Strong commitment to advancing leadership diversity within the communities we serve.
- A growthoriented mindset focused on continuously improving processes to enhance product and program efficiency.
- Passionate about operational excellence technical innovation and delivering outstanding customer experiences.
- Open to constructive feedback and committed to personal and professional development.
- Selfmotivated and proactive leader who takes initiative and drives progress.
- Adaptable and responsive to evolving situations processes and organizational needs.
- Deep passion for social impact technology for good and improving equity and access through innovation.
Bonus Points For:
- Experience with humancentered design or service design.
- Familiarity with nonprofit budgeting models or advocacy communications.
- Experience managing remote or distributed teams.
- Knowledge of best practices in data privacy and AI regulation.
- Lived experience that reflects the communities we serve and/or the child welfare space.
Why Join Us:
- Missiondriven culture focused on equity innovation and impact.
- Collaborative peoplefirst environment with room to grow and lead.
- Flexible work arrangements and generous benefits.
- The opportunity to shape how technology can empower and connect people.
Benefits:
- Comprehensive benefits including premium medical vision and dental insurance
- Covered 100% for employees and partially (80%) for spouse and/or dependents
- 19 paid holidays with additional vacation sick bereavement and parental leave
- 401(k) with a 4% (annual salary) match
Employment Terms Accountability and Compensation:
- Full Time (40hrs) exempt annual salary offered at a range of $110000 $115000 (estimated total compensation) doe
- Starting placement will not exceed this starting pay range and is based on qualifications experience and internal equity.
- This is a hybrid position in Portland Oregon
- This position will be expected to work within The Contingents Hybrid Work Policy (23 days in the office 23 days from home
- The Contingent has a flexible work model that supports a blend of inoffice remote virtual and on the go workers
- We have team members located in multiple time zones. To facilitate collaboration across teams core hours for this position are 92 pm PST (114pm CST 125pm EST)
- Daily schedule and in office days will result from collaboration between the employee and their supervisor.
- Legally eligible to work in the United States
Anticipated Start Date:
- Screening of applicant materials will begin immediately and applications will be accepted until the position is filled.
- To apply please visit meet every single requirement Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At The Contingent we are dedicated to building a diverse inclusive and authentic workplace so if you are excited about this role but your experience does not align perfectly with every qualification in the job description we encourage you to apply anyway. You may be just the right candidate for this or other roles.
All employment at The Contingent is at will and may be terminated by either the employee or the employer at any time for any reason with or without cause with or without prior notice or warning. Equal employment opportunity and having a diverse staff are fundamental principles of The Contingent. Upon hire the employee agrees to undergo a 90day probationary period which provides additional structure scheduled checkin meetings and opportunities to receive and give feedback to and from the employer.
Equal Opportunity Employer
- To apply please visit meet every single requirement Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At The Contingent we are dedicated to building a diverse inclusive and authentic workplace so if you are excited about this role but your experience does not align perfectly with every qualification in the job description we encourage you to apply anyway. You may be just the right candidate for this or other roles.
Required Experience:
Manager
Employment Type
Full-Time
