Director, Customer Journey & Audience Design

We are seeking an experienced, data-driven Director, Customer Journey & Audience Design to lead the transformation of our marketing approach into a fully integrated, audience-first growth engine.

This role will lead the audience strategy and journey development across paid and owned channels by designing cohesive strategies grounded in deep audience understanding and end-to-end journey design. The role is responsible for translating data, and behavioral insights into connected, meaningful experiences across the full lifecycle—driving engagement, loyalty, and long-term value.

This leader will as the organization’s voice of the customer, championing a holistic, insight-led approach that advances customer retention and loyalty. This leader will work with cross-functional partners across analytics, CRM, paid media and the marketing strategy teams, and will be responsible for the governance of the audiences across campaigns.

**Role Responsibilities

Customer Journey Strategy & Experience Design**

* Develop and evolve the end-to-end customer journey across all audiences, touchpoints, and channels—from acquisition through retention, loyalty, and advocacy
* Develop and implement integrated journey frameworks and lifecycle strategies aligned to organizational goals
* Map and optimize key audience journeys, identifying friction points and opportunities to improve conversion, engagement, and satisfaction
* Lead cross-channel planning to align messaging, cadence, and experiences over a 12-month roadmap

**Audience Insights & Data-Driven Strategy**

* Lead the development of a best-in-class audience insights function, behavioral data, and advanced analytics
* Translate complex data into actionable insights that inform strategy, segmentation, and decision-making
* Develop audience segmentation, personas, and lifecycle models to personalize engagement at scale
* Design and oversee the governance of audiences across campaigns and brands

**Voice Of The Customer & Experience Advocacy**

* Serve as the enterprise customer advocate, ensuring decisions are grounded in audience needs and behaviors
* Establish mechanisms (research, feedback loops, satisfaction measurement) to continuously capture and act on audience voice
* Identify and address pain points across the customer experience, driving continuous improvement

**Cross-Functional Leadership & Operating Model**

* Partner across Marketing, Product and Analytics to align strategies, priorities, and execution
* Shape and evolve the operating model to enable a more agile, insight-driven marketing organization
* Collaborate with Customer Relationship Management, analytics, and technology teams to advance data infrastructure and marketing capabilities
* Lead agency and vendor relationships to support integrated execution and innovation

**Team Leadership & Capability Building**

* Lead a high-performing, multidisciplinary team spanning journey strategy, lifecycle marketing, and insights
* Develop talent, foster innovation, and instill a culture of experimentation and continuous learning
* Establish scalable processes, governance, and best practices for journey orchestration and insights activation

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities required of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

**Compensation & Benefits**

The expected salary range for this position is **$160,000 to $180,000.** The actual compensation will be determined by experience and other factors permitted by law.

To ensure that we remain an employer of choice, we offer comprehensive and competitive health, wellness, and other benefits to regular and full-time team members. Benefits vary by location, average hours, and time with the company.

**Benefits for this location include\***:

* Medical, dental, vision, life and disability insurance for the associate and family (if applicable)
* Flexible Spending Account
* Health Savings Account
* 401k retirement program
* Mental health resources / Employee Assistance Program
* 80 hours of paid vacation time (accrued on an hourly basis)
* 9 paid holidays
* 30% employee discount across our family of brands
* Potential eligibility for annual merit-based wage increase, if applicable

\*Exact benefit terms, conditions, and eligibility requirements are governed by official plan documents and are subject to applicable law. In addition, the Company reserves the right to change the terms and conditions and to terminate these and other plans and programs at any time.

**Qualifications**

**Required Competencies**

* Executive presence with exceptional communication and stakeholder management skills
* Strategic, audience‑first leadership with strong enterprise influence
* Cross‑functional collaboration with ability to align diverse teams
* Data‑driven decision‑making with strong analytical judgment
* Change leadership with a focus on team development and growth

**Required Technical Skills**

* CRM management (e.g., Salesforce or equivalent platforms)
* Customer data platforms (e.g HighTouch) and audience segmentation tools
* Marketing automation and personalization technologies
* Analytics and performance measurement tools
* Competency in Office 365

**You Need**

* Bachelor’s degree or equivalent experience
* 10-12+ years of experience in customer experience, lifecycle marketing, audience insights, or growth marketing, with increasing leadership responsibility
* Proven track record developing and executing end-to-end customer journey strategies that drive measurable growth in engagement, retention, and revenue
* Strong understanding of integrated marketing, including digital, CRM, content, and performance channels
* Experience leveraging data and analytics to inform strategy and influence executive decision-making
* Experience in retail / Direct-To-Consumer business is preferred