Senior Omni-Channel Subject Matter Expert (SME)

Role Overview:

We are looking for a Senior Omni-Channel Subject Matter Expert to own and elevate our digital lead nurturing ecosystem. You will immediately take charge of high-value inquiries across all digital assets, providing a white-glove, hyper-personalized communication experience. As an SME, you will not only nurture leads to the point of sale but also help refine the very processes and scripts we use to convert digital interest into qualified sales opportunities.

Key Responsibilities:

* Expert Lead Nurturing: Handle the most complex or high-value leads across all digital channels (chat, email, video, voice), adapting your tone and strategy to individual customer profiles.

Journey Mapping & Optimization: Map out the end-to-end customer journey from first click to sales handover. Identify bottlenecks and implement best practices to increase the conversion rate of leads.

* Advanced Qualification: Deeply qualify leads by understanding their underlying motivations, ensuring the core sales team only receives highly targeted, fully primed prospects. Cross-Functional Alignment: Work closely with the marketing team to give feedback on lead quality and with the technical sales team to ensure the handover process is flawless.

* Mentorship: Act as the benchmark for the nurturing team, occasionally guiding junior and mid- level nurturers on handling difficult conversations or stalled leads.

Requirements:

* 5+ years of direct experience in an omni-channel sales development, lead nurturing, or digital customer journey role.

* Plug-and-play readiness: Deep familiarity with how digital leads behave and how to transition them from casual inquiry to serious buyer.

*  Exceptional communication and emotional intelligence, with a proven track record of building trust via remote channels (video, chat, voice).

* Expertise in CRM management, pipeline tracking, and lead scoring methodologies