Online Chat Marketing Strategist – Digital Customer Engagement & Conversation Experience Design

About arenaflex

arenaflex stands at the forefront of digital customer engagement, redefining how modern financial institutions connect with the people they serve. As the 13th-largest bank in the United States, arenaflex operates more than 1,200 branches and approximately 3,200 ATMs across 11 states, serving millions of customers with a forward-thinking blend of in-person service and cutting-edge digital experiences. We believe that meaningful conversations are the foundation of lasting customer relationships, and our online chat platform is central to that mission.

At arenaflex, we are an equal opportunity employer that celebrates diversity in all its forms. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Our strength comes from the unique perspectives, experiences, and ideas that every team member brings to the table. When you join arenaflex, you join a culture that values inclusion, innovation, and the relentless pursuit of better ways to serve our customers.

We are now seeking a passionate and strategic professional to lead our online chat marketing efforts. This is a unique opportunity to shape the future of conversational banking, build a world-class chat program, and create experiences that genuinely delight customers at every touchpoint.

The Opportunity

As an Online Chat Marketing Strategist at arenaflex, you will own the strategy, execution, and continuous evolution of our online chat channel. This role sits at the intersection of marketing, customer experience, data analytics, and digital product development. You will be the voice of our customers within the organization and the champion of the chat experience across all digital properties.

If you are energized by building programs from the ground up, love diving into conversation data to uncover insights, and want to make a measurable impact on customer satisfaction and conversion metrics, this is the role for you.

Key Responsibilities

In this dynamic and highly visible role, your day-to-day responsibilities will include:

• Vendor Relationship Management: Serve as the primary point of contact for chat platform vendors, technology partners, and outsourced service providers. Negotiate contracts, manage performance scorecards, and ensure that all vendor relationships align with arenaflex's strategic goals and compliance requirements.
• Strategic Roadmap Development: Build, refine, and socialize a 12 to 18-month online chat strategy that anticipates emerging trends in conversational AI, customer engagement, and digital banking. Present your roadmap to senior leadership, cross-functional partners, and stakeholders to align organizational priorities.
• Chat Program Recommendations: Develop, refine, and execute online chat and customer engagement recommendations based on competitive benchmarking, industry best practices, customer feedback, and performance data. Translate insights into actionable program enhancements.
• Transcript and Metrics Analysis: Lead the monthly analysis of online chat transcripts, key performance indicators, conversion metrics, customer satisfaction scores, and operational data. Identify trends, surface opportunities, and present findings to leadership in clear, compelling narratives.
• Service Program Definition and Build: Define, design, and continuously evolve arenaflex's online chat service program, including escalation paths, agent training protocols, response time standards, and quality assurance frameworks.
• Script Maintenance and Compliance: Oversee the ongoing maintenance of chat scripts, conversation flows, and messaging libraries. Ensure that all content adheres to regulatory requirements, brand voice guidelines, and legal review processes.
• Insights Socialization: Proactively share chat program insights, performance results, and customer stories with stakeholders across marketing, product, operations, and executive leadership. Champion a data-driven culture around conversational engagement.
• Cross-Functional Collaboration: Partner closely with product management, digital marketing, contact center operations, legal and compliance, analytics, and IT teams to deliver seamless chat experiences across web and mobile properties.
• A/B Testing and Experimentation: Design and execute A/B split tests to optimize conversation flows, call-to-action placements, proactive chat triggers, and messaging strategies. Use results to inform ongoing program improvements.
• Risk Management: Identify potential risks related to chat program performance, vendor delivery, and regulatory exposure. Develop mitigation plans and maintain appropriate documentation and governance.

Essential Qualifications

To thrive in this role, you should bring the following experience and capabilities:

• Industry Experience: 5 to 7 years of in-depth experience in online sales and marketing tactics, online chat operations, customer engagement strategies, and online customer service best practices.
• Workstream Management: Demonstrated ability to manage multiple complex workstreams simultaneously, prioritize effectively, and deliver results on time in a fast-paced environment.
• Cross-Functional Relationship Building: A track record of building strong partnerships across departments, influence without authority, and aligning diverse stakeholders around a common vision.
• Risk Management Acumen: Comfort with identifying, assessing, and mitigating risks associated with digital engagement programs, vendor relationships, and regulatory compliance.
• Customer Experience Design: Hands-on experience with customer experience design methodologies, journey mapping, persona development, and service blueprinting.
• Web Analytics Expertise: Proficiency with web analytics tools such as Google Analytics, Adobe Analytics, or comparable platforms, with the ability to extract actionable insights from quantitative and qualitative data.
• A/B Testing Knowledge: Solid understanding of A/B split testing frameworks, statistical significance, and experimentation best practices.
• Educational Background: Bachelor's degree required, with a preference for a BA in eCommerce, Web Marketing, Digital Communications, or a related field.
• Willingness to Travel: Ability and enthusiasm to travel up to 25% of the time to visit branches, attend industry conferences, and engage with cross-functional teams across our 11-state footprint.

Preferred Qualifications

While not required, the following qualifications will help you stand out:

• Advanced Degree: An MBA or equivalent advanced degree with a focus on marketing, technology management, or digital strategy.
• Financial Services Experience: Prior experience in banking, financial services, fintech, or another highly regulated industry.
• Conversational AI Familiarity: Exposure to chatbots, virtual assistants, natural language processing, or AI-driven customer engagement platforms.
• Vendor Management Background: Experience managing enterprise software vendors, SaaS contracts, and outsourced service relationships.
• Six Sigma or Agile Certifications: Formal training in process improvement, agile project management, or design thinking methodologies.

Skills and Competencies for Success

Beyond the qualifications listed above, the ideal candidate will demonstrate:

• Strategic Thinking: The ability to see the big picture while managing the details that bring a vision to life.
• Analytical Rigor: A data-first mindset with strong quantitative analysis skills and a talent for storytelling through numbers.
• Communication Excellence: Outstanding written and verbal communication skills, with the ability to influence and inspire audiences ranging from frontline chat agents to C-suite executives.
• Customer Empathy: A deep commitment to understanding customer needs, pain points, and aspirations, and translating those insights into meaningful program enhancements.
• Curiosity and Innovation: A continuous learner who stays ahead of industry trends, emerging technologies, and best practices in digital customer engagement.
• Adaptability: Comfort operating in a dynamic, evolving environment where priorities can shift quickly and ambiguity is part of the journey.
• Leadership Presence: The confidence and poise to lead cross-functional initiatives, present to senior leaders, and champion bold new ideas.

Compensation and Benefits

arenaflex is committed to attracting and retaining top talent by offering a comprehensive compensation and benefits package, including:

• Base Salary: A competitive base salary ranging from $85,000 to $120,000, commensurate with experience and qualifications.
• Performance Bonus: An annual performance bonus opportunity ranging from $5,000 to $10,000 based on individual and company performance.
• Relocation Assistance: Comprehensive relocation support for candidates who need to move to join our team, ensuring a smooth transition to your new home and role.
• Comprehensive Health Coverage: Medical, dental, and vision insurance plans designed to support the health and well-being of you and your family.
• Retirement and Financial Wellness: A robust 401(k) plan with company match, along with financial planning resources to help you build long-term security.
• Paid Time Off: Generous vacation, holiday, and personal time off policies that encourage work-life balance and meaningful time away.
• Professional Development: Tuition reimbursement, conference attendance, and continuous learning opportunities to fuel your career growth.
• Wellness Programs: Access to employee assistance programs, mental health resources, and wellness initiatives that support your whole self.

Career Growth and Learning Opportunities

At arenaflex, your career trajectory is limited only by your ambition. As an Online Chat Marketing Strategist, you will gain exposure to senior leadership, work alongside talented professionals across multiple disciplines, and develop a uniquely valuable blend of marketing, analytics, technology, and customer experience skills that are highly sought after in the financial services industry and beyond.

Whether you aspire to lead a broader digital marketing organization, specialize in conversational AI and emerging technologies, or transition into a customer experience leadership role, arenaflex will support your journey with mentorship, training, stretch assignments, and a clear framework for advancement. Many of our most senior leaders began their careers in roles like this one, building deep institutional knowledge and customer empathy that propelled them into positions of significant influence.

Work Environment and Company Culture

arenaflex fosters a collaborative, inclusive, and high-performance culture where every team member is empowered to contribute, innovate, and grow. We believe that great ideas can come from anywhere, and we are committed to creating an environment where diverse perspectives are not only welcomed but actively sought out.

Our team members enjoy a flexible work environment that balances the benefits of in-person collaboration with the flexibility of remote work when appropriate. We invest in modern tools and technologies that enable seamless communication and productivity, no matter where you are. Our physical office spaces are designed to support both focused individual work and dynamic team collaboration.

Above all, arenaflex is a place where you can do meaningful work that matters. Every conversation we have with a customer through our chat platform is an opportunity to build trust, solve a problem, and create a positive experience that reflects our values and our brand. When you join arenaflex, you join a team that takes that responsibility seriously and celebrates the impact of great work.

How to Apply

If you are a strategic thinker, a customer champion, and a data-driven marketer ready to shape the future of conversational banking, we want to hear from you. This is more than a job; it is a chance to define how millions of customers experience arenaflex every day. Bring your expertise, your curiosity, and your passion for building exceptional digital experiences, and let us build something remarkable together.

Apply today and take the next step in your career with arenaflex. All applications and information will be kept strictly confidential in accordance with EEO guidelines. We look forward to learning more about you and exploring how your talents can contribute to our mission.