Director II Customer Growth

Category/Area of Expertise: Marketing
Job Requisition: 559617
Address: USA-ME-Scarborough-145 Pleasant Hill Rd
Store Code: Corp HQ Mktg Digital Strategy (2760818)

Hannaford Supermarkets started out as a fresh produce vendor in Portland, Maine way back in 1883, and is still connected to those early roots as a local market. Hannaford actively seeks out farmers and producers to join our Local program which celebrates not only local foods, but the preservation of farmland, local traditions and local jobs. The connection we have to the source of our fresh foods is core to the way we do business, becoming the first major supermarket in the United States to document that all its seafood products were sustainably harvested.

Location

Hannaford offers a flexible work environment, with a hybrid work expectation for Home Office based positions of being physically present at the Scarborough, ME Home Office a minimum of three (3) days a week. This expectation serves to nourish our culture, showcase care through flexibility, and strengthen our partnerships.

Position Summary

Help shape the future of how customers shop with Hannaford! Lead the strategies that accelerate e-commerce growth, deepen customer relationships, and give customers more reasons to choose Hannaford. The Director of Customer Growth is responsible for developing and leading Hannaford's strategy to accelerate e-commerce sales growth, customer adoption, engagement, and long-term customer value. This role leads the integrated customer strategies and capabilities that fuel digital commerce growth, including customer acquisition, engagement, retention, loyalty, lifecycle marketing, and owned digital channels. This leader serves as the primary connector across e-commerce, customer strategy, and digital engagement, ensuring a seamless experience across owned channels and the online shopping journey. The role is focused on customer growth, customer value, and the digital customer experience, while partnering closely with Retail Services on associate- and store-facing e-commerce execution. Working across Marketing, Retail Services, Merchandising, Analytics, Technology, and external partners, this role aligns strategy, capabilities, and execution to create meaningful customer outcomes and drive sustainable business growth.

Primary Duties & Responsibilities

• Lead Hannaford's e-commerce customer growth strategy, with accountability for accelerating online sales, customer adoption, order frequency, customer satisfaction, and long-term customer value.
• Identify and activate growth opportunities across customer acquisition, retention, digital experience, merchandising, the end-to-end online shopping journey, and third-party marketplace partnerships.
• Partner across Marketing, Retail Services, Merchandising, Analytics, Technology, and ADUSA to establish priorities, remove barriers, and deliver the annual e-commerce growth plan.
• Develop and lead Hannaford's digital customer growth strategy, including acquisition, engagement, retention, personalization, and customer lifetime value, in support of e-commerce and broader business growth.
• Establish long-term priorities and performance measures that drive sustainable growth and strengthen customer relationships.
• Lead the strategic direction of loyalty, rewards, offers, customer value proposition, lifecycle marketing, and retention initiatives.
• Design customer programs that increase frequency, engagement, long-term value, and participation across Hannaford's digital shopping ecosystem.
• Oversee the strategy and effectiveness of both paid and owned digital customer engagement channels, including digital, paid social, email, web, app CRM, and personalization capabilities.
• Ensure these channels work together to acquire and engage customers, support e-commerce conversion and adoption, and create a coordinated customer experience.
• Promote collaboration, innovation, and accountability to achieve business objectives.
• Lead and inspire a high-performing team while fostering strong partnerships across Marketing, Retail Services, Merchandising, Analytics, IT, and external partners.
• Develop associates through leadership, role-modeling, mentoring, and stretch opportunities, strengthening enterprise capability and leadership pipelines.
• Serve as a member of the department management team, helping shape strategy, set goals, and support the growth and development of a department of approximately 50 associates.
• Establish KPIs, measurement frameworks, and reporting processes to assess business performance and customer impact.

Qualifications & Experience

• 15+ years of progressive leadership experience in marketing, customer growth, digital marketing, e-commerce, loyalty or related disciplines.
• Demonstrated success driving measurable business growth through customer-focused strategies.
• Significant experience leading customer acquisition, engagement, and retention strategies.
• Experience managing teams and complex cross-functional initiatives.
• Bachelor's degree required. Master's degree preferred.
• Experience engaging with senior executives and influencing enterprise decision-making.
• Proven leadership experience in high-complexity environments

Skills, Abilities & Functional Competencies

• Deep understanding of customer acquisition, retention, loyalty, lifecycle marketing, customer value, and e-commerce growth strategies.
• Strong knowledge of digital marketing, CRM, personalization, marketing automation, agentic commerce and customer engagement channels.
• Ability to identify and leverage emerging AI capabilities, technology trends, and evolving shopping behaviors to drive customer and business growth.
• Proven ability to develop and execute customer growth strategies that deliver measurable business outcomes.
• Strong analytical and financial acumen, with the ability to translate data and insights into strategic action.
• Exceptional leadership skills with demonstrated success building, developing, and leading high-performing teams.
• Strong collaboration and influencing skills, with the ability to build alignment across cross-functional teams and senior stakeholders.
• Excellent written, verbal, interpersonal, and presentation skills.
• Ability to balance strategic thinking with operational execution and organizational leadership.
• Experience managing agency, technology, and external business partners.
• Sound judgment and decision-making skills in complex, fast-paced environments.

Additional Details

• The pay range for this role is: $161,600 - $242,400/year
• This position is eligible for an at-target Short-Term Incentive of 30% of your base salary and an at-target Long-Term Incentive of 15% of your base salary (pro-rated).
• Perform additional responsibilities and participate in special projects as needed to support evolving business and organizational objectives.
• This Job Description reflects the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods, or otherwise to balance the workload.

Hannaford provides equal opportunity in employment to all associates and applicants for employment without regard to race, religion, color, sex (including pregnancy, childbirth and related conditions), age, veteran status, national origin, sexual orientation, gender identity and gender expression, disability, or any other characteristic protected by law.