Head of Marketing Management

We provide extensive opportunities for personal and professional development, building both employee competence and organizational capability to fuel exceptional performance through an inclusive environment both now and in the future.

Summary In this role, you will lead the design, activation, and ongoing management of customer journeys by translating client insights into actionable improvements. Responsibilities Own assigned customer journeys end‑to‑end, including mapping, lifecycle coordination, improvement planning, activation, and performance tracking.

Lead cross‑functional journey design workshops and working sessions across commercial and operational teams.

Translate client insights, persona data, and business priorities into journey‑level improvement initiatives aligned to retention and client lifetime value goals.

Define and manage journey success metrics, including lifecycle friction, engagement quality, and handoff effectiveness.

Coordinate activation of journey improvements through commercial and delivery teams.

Monitor post‑activation performance and recommend iterative enhancements using behavioral data and experimentation.

Present journey insights, performance trends, and business impact to clients and internal stakeholders to drive alignment and action.

Support internal change management and adoption of journey frameworks, tools, and lifecycle standards.

Experience in CX (Customer Exp), Customer Success, Experience Strategy, Consulting, Product Management, Process Improvement, or related fields.

Experience working in B2B or enterprise services environments with exposure to go‑to‑market operations, consulting, or CX.

Familiarity with CX frameworks, journey mapping tools, voice of client platforms, service blueprints, and agile methodologies.

Familiarity with CRM systems, journey analytics platforms, and data visualization tools.

Experience defining and tracking CX metrics, including KPIs and lifecycle performance indicators.

This is an office‑based role with an expectation of three days per week on-site in Irving, TX. #Equal Opportunity Employer: Females/Minorities/Veterans/Individuals with Disabilities The Company is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, national origin, sexual orientation, disability status, veteran status or any other category protected by applicable law.

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