Dir, Virtual Experience
Lazydays RV
54 reviews
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Seffner, FL
Remote
Lazydays RV
54 reviews
Read what people are saying about working here.
Do you want to do what you love every day and come to work knowing you make a difference? Are you looking for career growth in a company that is rapidly growing? Then come join the world's largest RV dealership-that's right, come join Lazydays! We offer competitive pay, excellent benefits, 401K match, employee stock purchase and an amazingly fun and family-oriented work environment. All that's missing is you!
Lazydays RV is an iconic name in the RV industry. Headquartered in Seffner, Florida, the home of the largest RV dealership in the world, Lazydays is committed to creating an environment of diversity where all employees are inspired to share their passion, talents and ideas.
Lazydays became public in 2018 and is executing on a rapid growth strategy that includes acquisitions as well as greenfield start-ups. This is an excellent opportunity for a motivated individual to develop their skills in a fast-paced, growing business.
Our employees embody the core values of customer first, teamwork, professionalism, accountability, fun and family. We offer unlimited career opportunities for individuals who want to collaborate, innovate, develop and deliver the most compelling RV experience imaginable for our customers.
Lazydays is looking for a motivated, highly organized, driven and experienced Director of Virtual Experience, an emerging role out of the marketing department in the fast-paced and growing RV industry. The primary responsibilities of the Marketing Team are to drive website traffic, maximize channel revenue, and improve customer experience throughout the entire journey. The ideal candidate will have in-depth experience with customer journeys and be well versed in guiding projects from conception to execution with various departments, including but not limited to Marketing, Human Resources, Operations, Customer Service and Sales.
Leading the customer journey and virtual experience initiatives, you will be passionate about monitoring relationships with existing customers throughout the customer journey and use information from the customer experience to augment the virtual experience, resulting in nurturing leads and cultivating customer engagement and loyalty. The Director of Virtual Experience will lead their team in all virtual experience initiatives while working closely with the marketing team, enterprise department heads, and stakeholders to drive marketing as well as the company’s growth and success.
Success in this role requires excellent interpersonal and communication skills, creativity, strong analytical abilities, and strong organization skills. You will be a vital part of a quickly expanding enterprise in an industry that is experiencing steady growth.
What you'll do:
• Ensure customer journey systems provide an effective sales funnel and customer engagement
• Drive customer retention, reduce churn, and increase customer satisfaction
• Map customer journeys and identify opportunities to proactively improve and optimize existing strategies
• Develop touchpoints in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
• Test and document new strategies for driving customer value and retention
• Continually review and evolve the collection of processes used to track, oversee and organize every consumer interaction throughout the lifecycle
• Boost Lazydays’ market presence and increase customer engagement
• Maintain documentation of virtual experience journeys, ensuring they are accurate as products evolve and timing or priority decisions are made
• Develop and maintain marketing techniques that will drive new leads and nurture existing customers
• Plan, manage and lead projects and programs across multiple experiences
• Responsible for assembling project plans, teamwork assignments, directing and monitoring work efforts
• Responsible for tracking key project milestones and adjusting project plans as needed to hit goals
• Guide team training, including effective issue resolution and handle any escalations
Qualifications:
• Associates or Bachelors Degree in Information Technology, Customer Service, Marketing, Business or related fields required.
• 5+ years of related experience with customer journeys and CRM systems
• Advanced knowledge and proficiency in the use of project management methodologies and tools
• Solid experience with Customer Relationship Systems and KPI metrics
• Ability to identify new opportunities and proactively address customer concern
• Demonstrated success managing complex enterprise-level projects within formal processes and methodologies
• Strong time management, prioritization and organizational skills
• Experience leading projects and programs with compressed timelines and high visibility
• Proven ability to effectively present to stakeholders
• Must be analytical, process-oriented and able to apply structure to complex problems
• Strong leadership, team-building, vendor, inter-departmental and customer relations skills
• Effective communication skills including verbal, written and presentation skills
• Proven ability to work effectively both independently and in a team-based environment
• Demonstrated willingness to be flexible and adaptable to changing priorities
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)