About this opportunity
Harry & David lists this Director, Customer Journey & Audience Design opportunity in jericho, New York. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Director, Customer Journey & Audience Design
#23128
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.
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
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.
Requirements
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
1-800-FLOWERS.COM, INC Participates in E-Verify, for more information: Click Here
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Worksite address
jericho, NY, 11753, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.