About this opportunity
1-800-Flowers.com lists this Director, Customer Journey & Audience Design opportunity in atlanta, Georgia. Review the employer’s description below for duties, qualifications and application requirements.
Job description
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.
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
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Worksite address
atlanta, GA, 30383, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.