Director, Customer Journey & Audience Design

Job DescriptionWe 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 ResponsibilitiesCustomer Journey Strategy & Experience DesignDevelop and evolve the end-to-end customer journey across all audiences, touchpoints, and channels—from acquisition through retention, loyalty, and advocacyDevelop and implement integrated journey frameworks and lifecycle strategies aligned to organizational goalsMap and optimize key audience journeys, identifying friction points and opportunities to improve conversion, engagement, and satisfactionLead cross-channel planning to align messaging, cadence, and experiences over a 12-month roadmapAudience Insights & Data-Driven StrategyLead the development of a best-in-class audience insights function, behavioral data, and advanced analyticsTranslate complex data into actionable insights that inform strategy, segmentation, and decision-makingDevelop audience segmentation, personas, and lifecycle models to personalize engagement at scaleDesign and oversee the governance of audiences across campaigns and brandsVoice Of The Customer & Experience AdvocacyServe as the enterprise customer advocate, ensuring decisions are grounded in audience needs and behaviorsEstablish mechanisms (research, feedback loops, satisfaction measurement) to continuously capture and act on audience voiceIdentify and address pain points across the customer experience, driving continuous improvementCross-Functional Leadership & Operating ModelPartner across Marketing, Product and Analytics to align strategies, priorities, and executionShape and evolve the operating model to enable a more agile, insight-driven marketing organizationCollaborate with Customer Relationship Management, analytics, and technology teams to advance data infrastructure and marketing capabilitiesLead agency and vendor relationships to support integrated execution and innovationTeam Leadership & Capability BuildingLead a high-performing, multidisciplinary team spanning journey strategy, lifecycle marketing, and insightsDevelop talent, foster innovation, and instill a culture of experimentation and continuous learningEstablish scalable processes, governance, and best practices for journey orchestration and insights activationNote: 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 & BenefitsThe 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 AccountHealth Savings Account401k retirement programMental health resources / Employee Assistance Program80 hours of paid vacation time (accrued on an hourly basis)9 paid holidays30% employee discount across our family of brandsPotential 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.Job RequirementsRequired CompetenciesExecutive presence with exceptional communication and stakeholder management skillsStrategic, audience‑first leadership with strong enterprise influenceCross‑functional collaboration with ability to align diverse teamsData‑driven decision‑making with strong analytical judgmentChange leadership with a focus on team development and growthRequired Technical SkillsCRM 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 365You NeedBachelor’s degree or equivalent experience 10-12+ years of experience in customer experience, lifecycle marketing, audience insights, or growth marketing, with increasing leadership responsibilityProven 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 channelsExperience leveraging data and analytics to inform strategy and influence executive decision-makingExperience in retail / Direct-To-Consumer business is preferredJob DetailsJob Type: Full-timeCategory: OtherSalaried: Salaried