Customer Portal Experience Manager

Job Posting External

Primary Responsibilities

• Manage and oversee the customer portal (My Crown) initiative.
• Develop functionality that supports revenue generating opportunities.
• Oversee processes and operational alignment to meet customer needs and add value to online engagement with the Company.
• Develop and promote strategies that deliver a personalized user experience.
• Leverage voice-of-the-customer research, web and market analytics, and business data to improve customer experience and key performance indicators (KPIs).
• Work cross-functionally to support the implementation of customer solutions delivered or enhanced through thecustomer portal
• Oversee day-to-day monitoring and performance of the customer portal.
• Ensure customer engagement with the portal functions as intended and meets customer, business, and stakeholder needs.
• Lead meetings and collaborate with cross-functional teams to identify portal and experience improvement opportunities.
• Define and track KPIs to benchmark portal functionality and monitor project milestones.
• Research and evaluate trends, best practices, and technologies to advance the customer portal.
• Collaborate with IT, vendors, and business stakeholders to develop project requirements and implementation plans.
• Partner with department and cross-functional leadership to develop long-term portal strategy, using customer research to shape the desired customer experience.

Minimum Qualifications

• Bachelor’s degree Marketing, Communications, Digital UX Design, along with at least 5 years of experience. Non-degree considered if 12+ years of related experience along with a high school diploma or GED

Preferred Qualifications

• Strong understanding of customer portal and digital product experiences, including how content, UX, and technology work together.
• Experience developing and managing self-service and revenue-generating digital experiences, ideally in a B2B or complex customer environment.
• Proven ability to lead cross-functional initiatives across Marketing, IT, Analytics, vendors, and business stakeholders.
• Experience defining, tracking, and optimizing KPIs using voice-of-customer insights, web analytics, and business data.
• Product ownership experience, including roadmap development, prioritization, and ongoing optimization of a digital platform.
• Experience overseeing day-to-day performance and operational health of a customer portal or similar platform.
• Familiarity with enterprise CMS and digital experience platforms (e.g., Adobe Experience Manager), personalization, and analytics tools.
• Strong communication skills with the ability to translate business and customer needs into clear functional requirements and execution plans.