Associate Director - Marketing & CX Operations

Kimberly-Clark Corporation•Atlanta, GA

33d•Hybrid

About The Position

You're not the person who will settle for just any role. Neither are we. Because we're out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you'll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. The Kimberly-Clark Professional (KCP) CX & Marketing organization aims to be an innovative, "customer-first" thought leader and invaluable business partner to all industry end users and distributors by providing insights-driven solutions that meet unique needs. The team strives to exceed Channel and End User expectations with unparalleled thought leadership and innovative category technology, resulting in relevant solution bundles that maximize KCP's competitive advantage, share leadership, volume growth, and best-in-class partner status. Their Purpose is to unlock quantifiable growth through brand leadership for long-term market dominance. The Vision is to be a united team focused on customer needs, innovative marketing, and data-driven execution. They prioritize transparency, a customer-centric approach, data-driven decisions, and empathetic collaboration. Upholding values of integrity, curiosity, tenacity, agility, and inclusivity, the team is committed to continuous improvement and adapting to changes while celebrating diversity as a strength. The Associate Director of Marketing & CX Operations is a strategic leader responsible for ensuring that customer and business outcomes are clearly defined, consistently measured, and reliably achieved across the customer lifecycle. This role oversees analytics, AI strategy, and program management to ensure the organization: Defines the right outcomes (customer and business impact, not just activity) Activates insights and predictive analytics to prioritize what matters most Maintains program discipline to deliver results at speed and scale This leader partners closely with CX and Marketing leaders to connect strategy to results-ensuring that data, technology, and process work together to elevate customer experience, marketing programs and business performance.

Requirements

8+ years of experience in marketing operations, CX strategy, analytics, or program management.
Bachelor's degree
Proven track record of defining outcomes and delivering measurable impact across customer or marketing programs.
Deep expertise in analytics, including KPI frameworks, advanced dashboarding, and data storytelling.
Experience designing and deploying AI/ML-enabled capabilities.
Strong program management skills with knowledge of agile, governance, and benefits realization frameworks.
Excellent communication and facilitation skills, with ability to influence at senior levels.

Nice To Haves

Experience in B2B or B2B2B environments.
Familiarity with CRM, CMS, orchestration, and marketing automation platforms.
Background in journey mapping, service design, or experience architecture.
MBA or advanced degree in business, analytics, or related field.

Responsibilities

Establish outcome-driven measurement frameworks tied to both customer impact (CES, adoption, satisfaction) and business performance (growth, retention, cost-to-serve).
Build robust dashboards and reporting that track progress against clearly defined targets.
Ensure a closed-loop insights cycle: data → insight → prioritization → action → remeasurement.
Partner with data teams to ensure data integrity, governance, availability and usability.
Translate analytics into clear, actionable recommendations for product, marketing, and CX leaders.
Define and operationalize an AI/automation roadmap to enhance personalization, predictive insights, and efficiency for Marketing and CX scope.
Partner with Commercial Analytics, IT and data science to prioritize high-value use cases (e.g., churn prediction, lead scoring, dynamic content).
Continuously monitor and optimize models for accuracy, bias, and ROI.
Lead cross-functional program management for CX and marketing initiatives.
Define outcome-based KPIs upfront, track progress, and ensure benefits realization is reported back to leadership.
Establish governance, operating rhythms, and transparent reporting cadences.
Manage dependencies, risks, and change management with discipline.
Ensure that initiatives are delivered on time, on budget, and achieve intended outcomes (not just outputs).
Build and lead a high-performing operations team across analytics, tooling, and process.
Maintain a portfolio view of initiatives and outcomes to drive prioritization and resource allocation.
Ensure adoption of new capabilities through structured training, enablement, and documentation.
Drive continuous improvement by monitoring adoption, performance, and stakeholder feedback.
Serve as a thought partner to senior leaders, ensuring CX and marketing strategies are informed by data and grounded in measurable outcomes.
Influence strategy through data-driven storytelling, framing trade-offs and priorities.
Represent CX & Marketing Operations in enterprise forums, ensuring customer and business impact are central to decision-making.

Benefits

Great support for good health with medical, dental, and vision coverage options with no waiting periods or pre-existing condition restrictions. Access to an on-site fitness center, occupational health nurse, and allowances for high-quality safety equipment.
Flexible Savings and spending accounts to maximize health care options and stretch dollars when caring for yourself or dependents.
Diverse income protection insurance options to protect yourself and your family in case of illness, injury, or other unexpected events.
Additional programs and support to continue your education, adopt a child, relocate, or even find temporary childcare.

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