Director, Customer Journey & Audience Design
About The Position
We are seeking an experienced, data-driven Director, Customer Journey & Audience Design to lead the transformation of our marketing approach into a fully integrated, audience-first growth engine. This role will lead the audience strategy and journey development across paid and owned channels by designing cohesive strategies grounded in deep audience understanding and end-to-end journey design. The role is responsible for translating data, and behavioral insights into connected, meaningful experiences across the full lifecycle—driving engagement, loyalty, and long-term value. This leader will as the organization’s voice of the customer, championing a holistic, insight-led approach that advances customer retention and loyalty. This leader will work with cross-functional partners across analytics, CRM, paid media and the marketing strategy teams, and will be responsible for the governance of the audiences across campaigns.
Requirements
- Executive presence with exceptional communication and stakeholder management skills
- Strategic, audience‑first leadership with strong enterprise influence
- Cross‑functional collaboration with ability to align diverse teams
- Data‑driven decision‑making with strong analytical judgment
- Change leadership with a focus on team development and growth
- CRM management (e.g., Salesforce or equivalent platforms)
- Customer data platforms (e.g HighTouch) and audience segmentation tools
- Marketing automation and personalization technologies
- Analytics and performance measurement tools
- Competency in Office 365
- Bachelor’s degree or equivalent experience
- 10-12+ years of experience in customer experience, lifecycle marketing, audience insights, or growth marketing, with increasing leadership responsibility
- Proven track record developing and executing end-to-end customer journey strategies that drive measurable growth in engagement, retention, and revenue
- Strong understanding of integrated marketing, including digital, CRM, content, and performance channels
- Experience leveraging data and analytics to inform strategy and influence executive decision-making
Nice To Haves
- Experience in retail / Direct-To-Consumer business is preferred
Responsibilities
- Develop and evolve the end-to-end customer journey across all audiences, touchpoints, and channels—from acquisition through retention, loyalty, and advocacy
- Develop and implement integrated journey frameworks and lifecycle strategies aligned to organizational goals
- Map and optimize key audience journeys, identifying friction points and opportunities to improve conversion, engagement, and satisfaction
- Lead cross-channel planning to align messaging, cadence, and experiences over a 12-month roadmap
- Lead the development of a best-in-class audience insights function, behavioral data, and advanced analytics
- Translate complex data into actionable insights that inform strategy, segmentation, and decision-making
- Develop audience segmentation, personas, and lifecycle models to personalize engagement at scale
- Design and oversee the governance of audiences across campaigns and brands
- Serve as the enterprise customer advocate, ensuring decisions are grounded in audience needs and behaviors
- Establish mechanisms (research, feedback loops, satisfaction measurement) to continuously capture and act on audience voice
- Identify and address pain points across the customer experience, driving continuous improvement
- Partner across Marketing, Product and Analytics to align strategies, priorities, and execution
- Shape and evolve the operating model to enable a more agile, insight-driven marketing organization
- Collaborate with Customer Relationship Management, analytics, and technology teams to advance data infrastructure and marketing capabilities
- Lead agency and vendor relationships to support integrated execution and innovation
- Lead a high-performing, multidisciplinary team spanning journey strategy, lifecycle marketing, and insights
- Develop talent, foster innovation, and instill a culture of experimentation and continuous learning
- Establish scalable processes, governance, and best practices for journey orchestration and insights activation
Benefits
- Medical, dental, vision, life and disability insurance for the associate and family (if applicable)
- Flexible Spending Account
- Health Savings Account
- 401k retirement program
- Mental health resources / Employee Assistance Program
- 80 hours of paid vacation time (accrued on an hourly basis)
- 9 paid holidays
- 30% employee discount across our family of brands
- Potential eligibility for annual merit-based wage increase, if applicable
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What This Job Offers
Job Type
Full-time
Career Level
Director
