Director, CX Strategy

HLK•St. Louis, MO

10d•Onsite

About The Position

The Director of CX Strategy serves as the senior CX lead across assigned clients and is responsible for setting the customer experience vision, strategy, and standards across paid, owned, and earned channels. This role leads CX strategy on client teams while also owning CX processes, people management, and functional leadership to ensure integrated, measurable, and outcome-driven marketing execution.

Requirements

Minimum of 7 years of experience in strategic roles in agencies working across media, content, social and digital strategy
Experience leading teams and building relationships across an organization to increase opportunities for your team and the agency
Management experience including hiring, developing and mentoring talent to reach their potential
Strategy development experience across brand, social, digital and campaign ecosystem/tactical strategy
Strong understanding of how to pull brand strategy across every touchpoint of the customer journey
Experience and ability to amplify and extend creative ideas beyond traditional touchpoints

Responsibilities

Lead the development of holistic CX strategies across paid, owned, and earned channels, aligned to client business objectives.
Define CX frameworks, processes, and standards that guide experience design, planning, and execution across the CX function.
Establish the strategic role of paid, earned, and owned channels within the customer journey and overall marketing approach.
Serve as the primary CX strategic lead and partner for assigned clients.
Translate business objectives into CX activation plans (atlas), journey frameworks, and integrated channel strategies.
Define campaign success metrics, learning agendas, and measurable goals, ensuring they are trackable and aligned to business outcomes.
Own briefing of paid media teams, clearly defining the role of paid media and success metrics for execution.
Brief earned media teams (social, PR, communications) to deliver tactical plans aligned to CX strategy.
Fully own owned channel strategy, including email journeys, website experience, content strategy, and lifecycle planning.
Manage, mentor, and develop CX team members, providing clear direction, feedback, and growth pathways.
Ensure CX resources are effectively staffed and supported across client teams.
Partner with Media Planning and Operations leadership to ensure CX strategy is actionable, executable, and realized in market.