Experienced Online Chat Marketing Strategy & Customer Engagement Program Manager

About arenaflex

arenaflex stands as one of the most recognized and trusted financial institutions in the United States, proudly serving customers through more than 1,200 branch locations and a robust network of approximately 3,200 ATMs spanning across 11 states. As the 13th-largest bank in the country, arenaflex has built its reputation on a foundation of customer-centric values, financial innovation, and an unwavering commitment to the communities it serves. Our institution continues to evolve alongside the rapidly changing digital landscape, recognizing that meaningful customer engagement happens across multiple channels and touchpoints, including the increasingly important online chat experience.

At arenaflex, we believe that diversity drives innovation and strengthens our organization. We are proud to be an equal opportunity employer, and we deeply value the unique perspectives, experiences, and backgrounds that every team member brings to the table. We make all employment decisions without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by applicable law. Joining arenaflex means becoming part of a workplace culture where every voice matters, where talent is nurtured, and where professional growth is not just encouraged but actively championed.

The Opportunity

We are actively seeking a dynamic, forward-thinking, and results-oriented Online Chat Marketing Strategy and Customer Engagement Program Manager to join our growing digital marketing team. This is an exceptional opportunity for a seasoned marketing professional who thrives at the intersection of digital strategy, customer experience design, and data-driven decision-making. In this role, you will own the strategic direction, execution, and continuous evolution of our online chat program, which serves as a critical touchpoint for thousands of customers seeking real-time assistance with their banking needs each and every day.

As the subject matter expert on online chat marketing at arenaflex, you will have the unique chance to shape how our customers experience one of the most personal and immediate digital channels available. You will work cross-functionally with product teams, IT, compliance, customer service, vendor partners, and senior leadership to build a chat experience that not only meets customer expectations but consistently exceeds them. If you are passionate about crafting customer journeys, optimizing conversion funnels, and turning chat transcripts into actionable business insights, this role at arenaflex is designed for you.

Key Responsibilities

Reporting into the digital marketing leadership team, the Online Chat Marketing Manager will be responsible for a broad portfolio of strategic, analytical, and operational duties. The core responsibilities of this position include, but are not limited to, the following:

• Vendor Relationship Management: Cultivate and manage strategic relationships with third-party chat platform vendors, technology partners, and outsourced service providers. Negotiate service-level agreements, evaluate vendor performance against KPIs, ensure contractual compliance, and continuously identify opportunities to enhance the partnership and reduce total cost of ownership.
• Strategic Roadmap Development: Build upon the existing chat roadmap and develop a comprehensive 12 to 18-month strategy that aligns with arenaflex's broader digital transformation goals. Socialize this strategy with key stakeholders across the enterprise, gather feedback, secure buy-in, and ensure transparent communication of priorities, milestones, and expected outcomes.
• Online Chat and Customer Engagement Execution: Develop, refine, and execute online chat and customer engagement recommendations that drive measurable business outcomes. This includes optimizing chat invitations, pre-chat surveys, routing logic, agent scripting, and post-chat follow-up strategies that improve both customer satisfaction scores and conversion rates.
• Monthly Analytics and Reporting: Lead the monthly online chat transcript and metrics analysis process. Synthesize qualitative transcript reviews with quantitative performance data to identify trends, opportunities, friction points, and quick-win optimizations. Present findings to senior leadership in a clear, compelling, and action-oriented format.
• Service Program Definition and Build: Define and build a world-class online chat service program from the ground up, including the establishment of program standards, governance models, escalation paths, training protocols, and continuous improvement frameworks. Champion a culture of excellence and accountability across all chat operations.
• Script Maintenance and Compliance: Manage chat script maintenance and ensure all chat content remains compliant with regulatory requirements, brand voice guidelines, and legal review standards. Coordinate with compliance and legal teams to implement updates swiftly and document all changes for audit purposes.
• Insight Socialization: Proactively socialize chat program insights, results, and recommendations across the organization. Develop executive-level presentations, dashboards, and storytelling materials that bring the voice of the customer to life and influence strategic decision-making at all levels of arenaflex.
• Cross-Functional Collaboration: Partner closely with product management, UX design, data analytics, compliance, and customer service teams to ensure the chat experience is integrated seamlessly into the broader omnichannel customer journey.
• Innovation and Experimentation: Design and execute A/B split tests, multivariate experiments, and pilot programs that push the boundaries of what online chat can achieve for our customers. Champion a test-and-learn culture grounded in hypothesis-driven experimentation.

Compensation and Benefits

arenaflex is committed to attracting and retaining top talent by offering a comprehensive compensation package that recognizes the value you bring to the organization. For this role, the compensation structure includes:

• A competitive base salary ranging from $85,000 to $120,000 annually, commensurate with experience, skills, and qualifications.
• An annual performance bonus opportunity ranging from $5,000 to $10,000, based on individual and company performance.
• Comprehensive relocation assistance for candidates who need to move to join the arenaflex team.
• A robust benefits package that typically includes medical, dental, and vision insurance, a 401(k) retirement savings plan with company match, paid time off, parental leave, life and disability insurance, and access to wellness programs.
• Professional development opportunities including tuition reimbursement, conference attendance, certifications, and leadership development programs.

Qualifications

The ideal candidate for the Online Chat Marketing Manager position at arenaflex will bring a unique blend of strategic thinking, hands-on execution capability, and a passion for customer experience excellence.

Essential Qualifications

• Experience: 5 to 7 years of in-depth, hands-on experience in online sales and marketing tactics, online chat programs, customer engagement strategies, and online customer service operations. A proven track record of driving measurable results in a digital marketing or customer experience role is essential.
• Workstream Management: Demonstrated ability to manage multiple complex workstreams simultaneously, build strong cross-functional relationships, and effectively manage risk in a fast-paced, matrixed environment.
• Customer Experience Design Expertise: Solid experience in customer experience design, including journey mapping, persona development, and touchpoint optimization.
• Web Analytics Proficiency: Strong analytical skills with demonstrated experience in web analytics platforms, performance measurement, and A/B split testing methodologies.
• Educational Background: A Bachelor's degree is required, with a strong preference for a BA in eCommerce, Web Marketing, Marketing, Communications, or a closely related field. An MBA is considered a significant added advantage.
• Willingness to Travel: A genuine interest in travel, with the ability to travel approximately 25% of the time for team meetings, vendor visits, conferences, and strategic planning sessions.

Preferred Qualifications and Differentiators

• Prior experience within the financial services, banking, or fintech industry is highly preferred.
• Hands-on experience with enterprise chat platforms such as LivePerson, Genesys, [24]7.ai, IBM Watson Assistant, or similar conversational AI and live chat solutions.
• Familiarity with regulatory considerations in financial services marketing, including CAN-SPAM, TCPA, GLBA, and other relevant compliance frameworks.
• Experience with marketing automation platforms, CRM systems, and customer data platforms.
• Proven success in vendor management, contract negotiation, and partnership optimization.
• Strong executive presence with the ability to influence and inspire stakeholders at all levels of the organization.

Skills and Competencies for Success

Beyond the formal qualifications listed above, the most successful candidates for this role at arenaflex will demonstrate the following skills and competencies:

• Strategic Vision: The ability to see the big picture while maintaining attention to detail. You can translate business objectives into a clear, actionable chat strategy that delivers long-term value.
• Data Fluency: Comfort with numbers, metrics, and analytics. You can synthesize large volumes of qualitative and quantitative data into clear insights and actionable recommendations.
• Communication Excellence: Outstanding written and verbal communication skills. You can craft compelling narratives, deliver engaging presentations, and influence without authority.
• Collaboration and Influence: A natural collaborator who builds trust quickly, partners effectively across functions, and navigates organizational complexity with grace.
• Customer Obsession: A deep and genuine passion for the customer experience. You constantly ask "how does this impact the customer?" and design solutions that put their needs first.
• Adaptability and Resilience: The ability to thrive in a dynamic, fast-paced environment where priorities can shift, and ambiguity is the norm.
• Project Management Discipline: Strong organizational skills with the ability to manage multiple initiatives, prioritize effectively, and deliver on commitments.

Career Growth and Learning Opportunities

At arenaflex, we believe that our people are our most valuable asset, and we are deeply invested in their growth and development. As an Online Chat Marketing Manager, you will have access to a wide range of career advancement opportunities, including:

• Pathways to senior leadership roles within digital marketing, customer experience, and product management.
• Formal mentorship programs pairing you with seasoned executives across arenaflex.
• Leadership development programs designed to accelerate your professional growth.
• Opportunities to attend industry conferences such as Dreamforce, Adobe Summit, Forrester, and Gartner events.
• Tuition reimbursement and certification support for relevant credentials such as Google Analytics, HubSpot, or PMP.

Work Environment and Company Culture

arenaflex fosters a workplace culture that is collaborative, innovative, customer-focused, and results-driven. We are proud to offer a hybrid work environment that provides flexibility while maintaining strong team connections. Our office spaces are designed to encourage creativity, spontaneous collaboration, and meaningful in-person interactions. Beyond the work itself, our culture is shaped by a shared commitment to integrity, excellence, and making a positive difference in the lives of our customers and our communities. We celebrate wins, learn from setbacks, and continuously strive to raise the bar in everything we do.

Confidentiality and Equal Opportunity

All information provided by candidates during the application and interview process will be kept strictly confidential in accordance with EEO guidelines. arenaflex is an equal opportunity employer and makes all employment decisions based on merit, qualifications, and business needs.

How to Apply

If you are excited about the opportunity to shape the future of online chat marketing at one of the most respected banks in the United States, we invite you to apply today. Bring your expertise, your passion for customer experience, and your strategic mindset to arenaflex, and become part of a team that is reimagining how banking customers connect with the brands they trust. We look forward to learning more about you and exploring how your talents can help arenaflex continue to deliver exceptional experiences for every customer, every time.