Senior Director of Customer Growth & Digital Experience

America's Collectibles Network, Inc • Knoxville, TN

6h

About The Position

The position, Customer Growth & Digital Experience is a critical senior leadership role within the Digital organization, responsible for translating customer data and emerging technology into measurable revenue and loyalty outcomes. Reporting directly to the Chief Digital Officer, this executive owns the full ecosystem of tools and channels that drive customer acquisition, retention, and lifetime value — including our Customer Data Platform (CDP), owned media channels, AI-powered retail innovation, and on-site search and personalization.

This role sits at the intersection of data, marketing technology, and cutting-edge AI — and requires a leader who can balance strategic vision with hands-on execution, while building and inspiring a high-performing team.

Requirements

• 10+ years of progressive experience in digital marketing, CRM, or marketing technology, with at least 5-years in a senior leadership capacity.
• Experience with ESP platforms such as SFMC, Bluecore, Attentive, Klavyio or similar a must.
• Experience with SMS/Push platforms such as Attentive, Braze or similar a must.
• Demonstrated experience owning a CDP or large-scale CRM platform in a retail or e-commerce environment.
• Experience building and leading teams of 5+, with a track record of developing talent and maintaining high performance standards.
• Deep fluency in martech stacks — CDPs (e.g., Segment, Salesforce Data Cloud, mParticle), ESPs (e.g., Braze, Salesforce Marketing Cloud, Klaviyo), personalization engines (e.g., Dynamic Yield, Bloomreach), and on-site search platforms.
• Strong commercial acumen with the ability to build business cases, interpret analytics, and connect technology investment to P&L outcomes.
• Excellent communicator and cross-functional partner — equally effective in technical discussions with engineers and strategic conversations with the C-suite.
• Intellectually curious about the evolving AI landscape, with the ability to translate emerging trends into practical business strategy.
• Highly organized with the ability to manage multiple complex workstreams simultaneously in a fast-paced retail environment.

Nice To Haves

• Experience with Tealium Audience Stream or similar CDP technology strongly recommended.
• Proven track record of driving measurable CLV, retention, and revenue outcomes through owned channels and personalization.
• Exposure to AI-powered marketing tools, conversational commerce, or LLM-based applications strongly preferred.

Responsibilities

• Own end-to-end CDP strategy, governance, and roadmap, ensuring the platform delivers a unified, actionable customer profile across all touchpoints.
• Define and operationalize customer lifecycle stages — from acquisition through win-back — with segment-specific strategies tied to measurable CLV outcomes.
• Partner with Analytics and Finance to build customer health scoring, churn prediction models, and CLV forecasting frameworks.
• Drive first-party data enrichment programs and consent management strategy in a cookieless landscape.
• Lead strategy and performance of all owned media channels — email, SMS, and push notifications — spanning campaign, triggered, and lifecycle programs.
• Define channel governance including frequency caps, segmentation logic, suppression rules, and A/B testing frameworks to maximize engagement while minimizing opt-outs.
• Own deliverability, compliance (CAN-SPAM, TCPA), and platform health across ESPs and SMS providers.
• Establish KPI frameworks connecting owned channel activity to revenue, retention, and customer satisfaction outcomes.
• Lead the company's strategy for AI-driven retail innovation, including agent discoverability — ensuring the brand surfaces accurately in LLM-powered shopping agents such as ChatGPT Shopping, Perplexity, and Google Gemini.
• Own the roadmap for AI-generated content optimization (AIO) — structuring website content and product catalog to perform in AI-powered search and answer engines.
• Define the vision and business case for an AI Shopping Assistant, overseeing vendor evaluation, pilot design, and phased rollout.
• Monitor the evolving AI commerce landscape and bring forward-looking perspectives to the CDO and executive leadership on business implications and opportunities.
• Own the strategy and business performance of on-site search and personalization platforms, ensuring they drive measurable improvements in conversion, average order value, and customer satisfaction.
• Define the personalization maturity roadmap — from rules-based to ML-driven — across product recommendations, homepage, category pages, and triggered communications.
• Partner with Engineering and Product to prioritize platform investments and align technology capabilities to business goals.
• Maintain an ongoing vendor and partner evaluation process to ensure the company leverages best-in-class capabilities.
• Build, develop, and retain a high-performing team of specialists across CDP, CRM, owned channels, AI strategy, and personalization.
• Establish clear goals, OKRs, and career development frameworks for each function.
• Serve as the primary Digital liaison to Merchandising, Brand Marketing, Technology, Analytics, and Finance on customer growth and engagement topics.
• Represent the function in executive forums and contribute to enterprise-level strategic planning.

Benefits

• Outstanding employee benefit program with medical, dental and vision coverage available
• 401(k)
• Generous personal/vacation accrual policy
• Exceptional employee discount on JTV product
• 24-hour private Fitness Center for all JTV employees and their immediate family
• Our employee park features a Walking Trail, Frisbee Golf, Volleyball and MORE!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed