Director, CX (Customer Experience)

Jellyfish • New York, NY

2d • $120,000 - $180,000

About The Position

The Director of CX (Customer Experience - CRM & CRO) drives revenue growth and customer lifetime value for clients by combining audience strategy, data-driven journey design, and conversion technology to create end-to-end digital experiences for B2B and B2C audiences. The role leads billable client programs and partners with growth and pitch teams to win new business.

The Director develops holistic customer lifecycle strategies, directs experimentation and conversion-rate optimization programs, defines CRM channel and lifecycle frameworks, and translates customer and testing data into executive-level recommendations. The role also works with technical and analytics specialists to evaluate and leverage marketing technology, connecting conversion activity with long-term retention experiences.

Requirements

• At least 7 years of experience leading CRM, retention marketing, and CRO strategies in a digital agency, consultancy, or high-growth marketing environment.
• Proven experience developing audience segmentation models, lifecycle mapping, and full-funnel experience strategies that measurably improve conversion rates and customer lifetime value.
• Salesforce certification.
• Working knowledge of enterprise CRM and lifecycle platforms, including Salesforce Marketing Cloud, Microsoft Dynamics 365, and HubSpot.
• Working knowledge of testing and analytics tools, including Optimizely, VWO, Google Analytics 4, and Hotjar.
• Experience contributing to new-business pursuits, leading client presentations, and packaging strategic services into client proposals.
• Ability to synthesize quantitative behavioral data and qualitative insights into visual stories and executive presentations.
• Ability to collaborate across media, creative, engineering, and data analytics teams.
• Bachelor’s degree in Marketing, Business, Analytics, Communications, or equivalent practical experience.

Responsibilities

• Design multichannel customer lifecycle strategies spanning acquisition, onboarding, retention, and win-back, aligned with client business objectives and user experience.
• Lead data-driven conversion-rate optimization programs by establishing hypotheses and test structures and analyzing behavioral data through A/B testing, heatmapping, and funnel analytics.
• Define CRM channel strategies, use cases, lifecycle frameworks, and engagement models to maximize customer retention and lifetime value.
• Create and use CRM blueprints to support data-driven customer experiences and journeys.
• Translate behavioral data, audience segmentation, and testing analytics into executive-level narratives and actionable client roadmaps.
• Contribute subject-matter expertise to organic pitches and strategic business pursuits, presenting CRM and CRO strategies to win new accounts and expand existing engagements.
• Collaborate with technical and analytics specialists to evaluate, implement, and use marketing technology platforms; build roadmaps to value.
• Connect top-of-funnel conversion with long-term CRM retention pathways to provide cohesive, frictionless experiences across digital touchpoints.
• Collaborate across media, creative, engineering, and data analytics teams to translate strategy into technical execution.

What This Job Offers

• Job Type: Full-time
• Career Level: Director