About the position
We are seeking a highly strategic and results-oriented Director of Customer Growth & Loyalty Marketing to lead our efforts in orchestrating seamless customer journeys and optimizing a world-class loyalty program. This critical role will be responsible for meeting or exceeding revenue goals, defining and executing our customer journey strategy, developing and managing our business loyalty program, and ensuring global coordination of these initiatives across multiple regions. The ideal candidate will possess a deep understanding of marketing strategy, customer engagement, loyalty drivers, and marketing technology, with a proven track record of collaborating effectively with diverse internal and external stakeholders. A significant emphasis will be placed on strong people leadership, exceptional communication, and a highly collaborative approach to partnering and teamwork to drive success in this multifaceted role.
Responsibilities
- Develop and champion a comprehensive customer journey strategy across all key touchpoints, from acquisition to retention and advocacy.
- Design and implement personalized, automated, and data-driven customer journeys across various channels (email, media, web, etc.) in support of customer segment strategies.
- Continuously optimize customer journeys based on performance data, testing methodologies, and customer feedback.
- Manage and relaunch our innovative and compelling business loyalty program that drives customer retention, engagement, and lifetime value.
- Define program mechanics, rewards structures, segmentation, and communication strategies.
- Manage the day-to-day operations and ongoing optimization of the loyalty program, including performance tracking and reporting.
- Identify opportunities to enhance program value and competitiveness.
- Serve as the central point of contact for customer journey and loyalty initiatives across multiple international regions.
- Develop global frameworks and best practices, while allowing for regional adaptation and localization.
- Facilitate knowledge sharing and collaboration among regional marketing teams.
- Ensure consistency in brand experience and messaging across all global customer touchpoints.
- Partner closely with the Strategy team, Marketing Technology team, IT, Sales, and Go-to-Market teams.
- Champion collaborative problem-solving and proactive engagement with all partners to navigate complex challenges and drive successful execution.
- Present strategies, performance, and insights to senior leadership and cross-functional teams with convincing clarity.
- Lead and inspire a high-performing team, fostering a culture of innovation, accountability, and continuous learning.
- Provide clear direction, constructive feedback, and mentorship to empower team members and support their professional growth.
- Champion cross-functional teamwork within your team and across departments.
- Define key performance indicators (KPIs) for customer journeys and loyalty programs.
- Establish robust reporting mechanisms to track and analyze performance, providing actionable insights to optimize strategies.
- Communicate program results, learnings, and recommendations to stakeholders regularly.
Requirements
- Proven experience in developing and executing complex customer journey strategies.
- Demonstrated success in designing, launching, and managing effective loyalty programs, preferably in a B2B environment.
- Strong understanding of marketing technology platforms (e.g., CDP, marketing automation, journey orchestration, loyalty platforms) and their application in customer engagement.
- Experience with global coordination and working with diverse regional teams.
- Exceptional analytical skills with the ability to interpret data, derive insights, and make data-driven decisions.
- Outstanding communication skills, both written and verbal, with the ability to articulate complex ideas clearly and persuasively.
- Proven ability to build strong relationships, influence stakeholders, and drive consensus across various departments and levels of the organization.
- Demonstrated experience in effective people leadership, including coaching, mentoring, and fostering a collaborative team environment.
Nice-to-haves
- 10+ years progressive marketing experience with at least 5 years focused on customer journey marketing.
- Experience in CRM and loyalty program management including design, launch, and management.
- Strong analytical skills for data-driven decisions.
- Project management experience in a fast-paced environment.
- Passion for customer experience.
Benefits
- Relocation assistance may be available based upon business needs.
