Sr Director, Customer Engagement & Data

James Hardie•Chicago, IL

6d•Onsite

About The Position

Reporting to the VP of Digital Experience, the Senior Director of Digital Product – Customer Engagement & Data will lead the vision, strategy, and execution of customer engagement and data platforms that directly support sales productivity, direct customer commerce enablement, homeowner lead generation, pipeline quality, and revenue growth. This newly created Senior Director role is critical to what we are building as an organization. It’s an opportunity to help shape our digital future—connecting strategy, technology, data and customer experience across the enterprise. The person who steps into this role won’t simply manage existing capabilities; they will help build the foundation for how we better serve our customers, enable our teams and drive growth for years to come. This role sits at the intersection of Sales, Marketing, Technology, and Data, owning the strategy and performance of core engagement platforms including CRM, Customer Data Platform (CDP), and Marketing Automation, and partnering closely on ERP-integrated direct customer commerce enablement for dealers and distributors. The role is accountable for enabling high-quality lead flow, clear lifecycle ownership, actionable customer insights, and scalable digital products that help sales teams move faster, close more business, and drive growth across B2B and B2B2C customer segments.

Requirements

12+ years of experience in digital product management, CRM, CDP, or revenue systems
Deep expertise with the Salesforce ecosystem and customer data platforms (Adobe CDP preferred)
Strong understanding of sales processes, lead management, and pipeline dynamics
Experience aligning CRM platforms with Sales Operations and revenue workflows
Proven ability to lead cross-functional teams in complex, matrixed organizations
Strong analytical skills with the ability to translate data into commercial insights
Solid understanding of data privacy, consent management, and compliance requirements

Nice To Haves

Experience supporting B2B or B2B2C sales models, including dealer and distributor ecosystems
Familiarity with homeowner lead-driven and partner-based revenue models
Experience applying AI or predictive models to sales prioritization and personalization
Background in customer journey mapping across marketing and sales touchpoints

Responsibilities

Own the product strategy and roadmap for customer engagement platforms, including CRM, Marketing Automation, and CDP.
Prioritize features and data use cases that improve: Lead quality and speed-to-contact, Account and opportunity visibility, Contractor and homeowner matching, Sales productivity and pipeline conversion.
Ensure CRM and CDP platforms operate as systems of record for sales, marketing, and service interactions.
Balance near-term sales and marketing enablement needs with long-term platform scalability and data strategy.
Serve as a strategic partner to Sales Leadership and Sales Operations to design CRM workflows aligned to how sales teams sell.
Co-own lead lifecycle definitions (Inquiry → MQL → SQL → Opportunity → Closed/Won) and supporting platform logic.
Partner with Sales Operations on: Lead routing and territory logic, Account hierarchies and buying group models, Opportunity stages and pipeline definitions, CRM inputs required for forecasting and reporting.
Establish and govern SLAs, lifecycle definitions, and feedback loops between Sales and Marketing to ensure accountability and continuous improvement.
Own CRM-driven lead management capabilities, including scoring, enrichment, routing, and lifecycle progression.
Improve pipeline quality by ensuring sales teams receive prioritized, actionable, and context-rich leads.
Enable closed-loop reporting connecting marketing activity to leads, opportunities, and closed/won revenue.
Partner cross-functionally to ensure CRM and CDP reporting is trusted as a source of truth.
Translate journey insights into digital capabilities that improve targeting, message relevance, and conversion.
Enable use cases such as real-time personalization, homeowner-to-contractor matching, and behavioral journey tracking.
Leverage AI, customer profiling, and computed traits to enrich CRM and CDP data models and improve marketing and sales ROI.
Ensure customer journey orchestration supports both marketing activation and effective sales follow-up.
Lead cross-functional squads spanning Sales, Marketing, IT, Data Engineering, Analytics, and Commercial teams.
Establish governance models for: Data ownership and quality, Consent, privacy, and compliance, Lead quality standards, CRM configuration and change management.
Define clear decision rights, escalation paths, and success metrics across teams.
Drive CRM adoption by ensuring platforms are intuitive, valuable, and aligned to sales and marketing workflows.
Partner with Sales Enablement and Sales Leadership on: Training and onboarding, Rollout of new capabilities, Measurement of adoption, usage, and effectiveness.
Track and improve KPIs including: Lead-to-opportunity conversion, Speed-to-lead and response SLAs, Pipeline velocity and win rates, CRM adoption and data quality.
Use insights to continuously refine engagement and data strategy in service of revenue growth.
Oversee marketing automation strategy and platform performance across email and SMS channels.
Partner cross-functionally to ensure effective activation, measurement, and compliance across all engagement systems.