Digital Experiences Manager

Job Description

About Zendesk:

Zendesk is on a mission to simplify and elevate the customer experience, offering intuitive and innovative customer service solutions to companies globally. Our goal is to build meaningful connections between companies and their customers through user-friendly software and a customer-first mindset. If you’re passionate about transforming the way businesses engage with their customers, we’d love to have you on our team.

Job Summary:

The Manager, Digital Experiences will be a key driver of Zendesk’s digital event strategy, producing compelling global digital events that align with our brand and enhance customer and prospect engagement. This role is responsible for end-to-end digital event program management, overseeing content development and format recommendations, audience engagement strategies, and performance analysis to ensure our events continuously improve and achieve measurable success. This position requires a strategic thinker with a data-driven approach who can collaborate cross-functionally to deliver impactful digital experiences.

Responsibilities:

• Help design and execute Zendesk’s global digital event strategy, ensuring alignment with overall marketing and brand objectives. Stay up-to-date on industry trends to innovate and differentiate our event offerings.

• Manage the setup and production of digital events from planning through execution, including webinars, virtual conferences, and interactive online sessions. Coordinate with cross-functional teams to ensure seamless delivery and exceptional attendee experiences.

• Serve as the program manager for key digital events, including establishing timelines, managing budgets, tracking progress, and identifying potential risks. Work closely with internal stakeholders to align on objectives, content, and target audiences.

• Analyze performance data and key metrics to assess the impact of digital events and drive continuous improvement. Develop insights and recommendations to optimize engagement, reach, and ROI.

• Design and implement strategies to foster attendee engagement and interactivity before, during, and after digital events. Leverage feedback and data to refine and enhance engagement tactics.

• Collaborate with marketing, product, customer success, and sales teams to ensure digital events support Zendesk’s business goals. Partner with creative teams to align event content and visuals with Zendesk’s brand identity.

• Establish KPIs for digital events and create comprehensive reports on event outcomes. Present key findings and actionable insights to leadership to inform strategic decisions.

Qualifications:

• 8+ years in digital event production, program management, or digital marketing within a fast-paced, global organization.

• Demonstrated success in producing large-scale virtual events and managing end-to-end digital experiences. Familiarity with digital event platforms and engagement tools such as On24, Splash, Cvent, Bizzabo or Stova. BigMarker experience is strongly preferred. 

• Strong strategic thinking and planning skills, with an ability to align digital event efforts with broader marketing and business objectives.

• Quick to problem solve and ability to swiftly address any potential live disruptions on digital livestreams and broadcasts. 

• Proficiency in using analytics tools to assess event performance and make data-informed decisions. Experience with metrics tracking and reporting for digital events.

• Proven experience managing complex, cross-functional projects. Excellent organizational and multitasking abilities.

• Exceptional written and verbal communication skills. Ability to engage and influence stakeholders at all levels.

• Ability to work effectively with internal teams, partners, and vendors.

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The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.