Director, Customer Journey & Audience Design

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

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.

Compensation & Benefits

The 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 Account

Health Savings Account

401k retirement program

Mental health resources / Employee Assistance Program

80 hours of paid vacation time (accrued on an hourly basis)

9 paid holidays

30% employee discount across our family of brands

Potential 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.

Required Competencies

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

carle place, NY, 11514, US

Who can apply

Review the original listing for work authorization, qualifications and employer requirements.