Director, Marketing – Digital Customer Experience

Prologis•Denver, CO

1d•$149,000 - $205,000•Hybrid

About The Position

The Director, Marketing – Digital Customer Experience will lead the strategy and evolution of Prologis’ global digital customer experience ecosystem with an AI-first transformation mindset. This role sits at the intersection of Marketing, Customer Experience, Technology, Data, and AI, translating business priorities into scalable digital capabilities that improve how customers, prospects, marketers, and internal teams engage with Prologis. The Director will own the vision and roadmap across digital experience platforms, including web and CMS, property search, digital asset management, marketing automation, analytics, personalization, conversational experiences, and AI-enabled capabilities. A core expectation of this role is to continually reimagine Digital Customer Experience through AI, automation, and data. The Director will challenge existing customer journeys, content operations, marketing workflows, search experiences, personalization, analytics, and team processes to determine where AI can simplify, automate, augment, or fundamentally redesign the way work gets done and experiences are delivered. AI should be considered from the outset when defining new digital capabilities rather than added after solutions have been designed. This leader will translate Prologis’ broader enterprise AI strategy into actionable Digital Customer Experience priorities and use cases, while partnering closely with Enterprise AI, Technology, Architecture, Data, Security, Privacy, Legal, and governance teams on shared platforms, standards, and responsible AI practices.

Requirements

10+ years of experience in digital customer experience, digital product management, digital marketing, marketing technology, AI-enabled products, or a related field.
Proven leadership of enterprise digital platforms or customer-facing digital products, including ownership of strategy, roadmaps, business outcomes, and organizational change.
Demonstrated experience using AI to transform digital products, customer experiences, marketing operations, or business workflows, including moving AI-enabled capabilities from experimentation into production and measurable adoption.
Strong working knowledge of generative AI, LLMs, RAG, conversational AI, intelligent search, personalization, AI agents, copilots, workflow automation, evaluation approaches, human-in-the-loop patterns, and responsible AI practices.
Demonstrated ability to identify and prioritize AI opportunities based on customer value, business value, feasibility, data readiness, risk, effort, and adoption readiness.
Experience translating business and customer problems into AI-enabled product opportunities, requirements, experiments, and measurable outcomes.
Strong experience working across Marketing, Product, Technology, Data, and AI organizations.
Experience with CMS/DXP platforms, marketing automation, digital asset management, analytics, personalization, search, and customer journey design.
Strong understanding of enterprise architecture, integrations, APIs, data, security, privacy, technology governance, and how these considerations affect AI-enabled products.
Experience partnering with AI, engineering, architecture, data, security, privacy, and governance teams to move AI-enabled capabilities into enterprise production.
Experience using data, experimentation, customer insight, and business metrics to evaluate product decisions and measure value.
Experience leading global programs, vendors, budgets, roadmaps, and organizational change.
Strong executive communication, stakeholder management, product leadership, and cross-functional leadership skills.
Ability to balance innovation and experimentation with scalability, governance, customer experience, business value, and responsible technology practices.

Nice To Haves

Experience deploying generative AI, conversational AI, intelligent search, personalization, copilots, or AI agents in customer-facing or employee-facing environments.
Experience designing or managing AI-enabled products that use enterprise knowledge, RAG, tool integration, workflow automation, agentic patterns, or human-in-the-loop processes.
Familiarity with AI evaluation, observability, guardrails, prompt and context management, and measurement of AI product quality.
Experience with enterprise platforms such as Drupal, Adobe Experience Manager, Contentful, Sitecore, Marketo, Bynder, or comparable technologies.
Experience leading large-scale digital modernization or AI-enabled transformation initiatives.
Experience identifying where traditional digital experiences or workflows should be redesigned rather than simply enhanced with AI.
Experience working within an enterprise AI operating model in which AI platforms, governance, and standards are centrally established while business and product teams own use-case discovery, product experience, adoption, and outcomes.
Experience in a global B2B organization.

Responsibilities

Define and lead the global Digital Customer Experience strategy, roadmap, and priorities with AI, automation, data, and intelligent experiences embedded as foundational design principles.
Continuously reimagine customer journeys, digital experiences, marketing operations, content workflows, search, personalization, analytics, and employee workflows through an AI-first lens.
Identify, assess, and prioritize AI and automation opportunities across Digital Customer Experience based on customer and business value, feasibility, data readiness, risk, effort, adoption readiness, and alignment with enterprise strategy.
Lead AI-enabled Digital Customer Experience capabilities from discovery and experimentation through production, adoption, measurement, and continuous improvement.
Drive adoption of generative AI, conversational AI, intelligent search, personalization, automation, analytics, copilots, and agentic workflows where they create measurable customer or business value.
Identify opportunities for AI agents and copilots within Digital Customer Experience and marketing workflows, define the product experience and business requirements, and partner with Enterprise AI and engineering teams on orchestration, tool access, guardrails, monitoring, and deployment.
Manage digital platforms as products, with clear ownership, measurable outcomes, product roadmaps, continuous improvement, and strong customer and stakeholder feedback loops.
Lead modernization of the global web and digital experience ecosystem, improving customer experience, marketer autonomy, content reuse, localization, accessibility, performance, scalability, and intelligent automation.
Oversee the digital marketing technology portfolio, including CMS/DXP, property search, DAM, marketing automation, analytics, consent/tagging, search, personalization, and customer-facing integrations.
Use data, experimentation, customer insights, and AI-driven analytics to improve digital journeys, engagement, conversion, operational efficiency, and decision-making.
Partner with Enterprise AI, IT, Enterprise Architecture, Security, Legal, Data, Privacy, Procurement, and Vendor Management to ensure AI-enabled and digital solutions are scalable, secure, governed, responsible, and aligned with enterprise standards.
Help shape practical enterprise AI patterns by bringing forward Digital Customer Experience requirements, use cases, lessons learned, and reusable capabilities.
Partner with enterprise technology teams to leverage shared AI platforms, models, knowledge capabilities, agent frameworks, orchestration services, and integration patterns rather than creating duplicative solutions.
Lead strategic vendor and implementation-partner relationships while maintaining Prologis ownership of product strategy, architecture decisions, customer experience, and institutional knowledge.
Drive adoption and organizational change through experimentation, education, communications, training, new ways of working, and measurement of business outcomes.
Build and develop a high-performing Digital Customer Experience team in which AI fluency, experimentation, data-driven decision-making, customer-centric product thinking, and continuous reinvention are expected capabilities across roles.
Establish clear global and regional governance, prioritization, product ownership, and operating models.