Executive Director, Existing Customer journey and Experience

Join a customer marketing team focused on driving engagement growth and customer value across a broad portfolio of products and this role you will help teams move from campaign-by-campaign execution to connected experiences that feel clear relevant and consistent.

As a Executive director customer journey experience in Customer marketing you build the customer-centric journey planning discipline that enables integrated omnichannel marketing experiences for existing customers. You set journey strategy messaging standards and channel orchestration so communications are coordinated timely and useful. You lead a marketing center of excellence and partner across marketing content digital and other cross-functional teams to align product benefit and channel strategies into cohesive experiences that strengthen engagement trust and business impact.

• Set and align the direction for existing customer journey strategy enabling teams to expand from campaign-based execution to holistic omnichannel experience planning.
• Partner across brand content digital channel partnerships talent and sports and entertainment teams to curate clear timely relevant communications that drive engagement and business outcomes.
• Establish journey planning frameworks that connect email landing pages microsites digital assets and channel experiences into one integrated customer experience.
• Advance marketing calendar governance to coordinate communications reduce message conflicts and improve consistency.
• Define channel orchestration channel purpose and message arbitration to ensure customers receive the most relevant message at the right time while reducing overlap.
• Build and scale playbooks messaging standards reason-to-believe guidance claims guidance and creative frameworks by product to drive consistency using automation where appropriate.
• Support personalization and audience-led messaging strategy so communications reflect customer needs behaviors and stages of engagement.
• Enable existing customer digital and microsite experiences with a focus on structure templates navigation and information architecture in partnership with key teams.
• Establish dynamic template support and digital journey standards including strong mobile experiences and digital-first pathing.
• Partner with marketing performance data and analytics personalization and insights operations audit and technology teams so journey planning reflects data test learnings and operational feasibility.
• Enable automated creative review and process improvements to strengthen creative consistency quality and efficiency across customer marketing experiences.

• Bachelors degree.
• Ten or more years of experience in customer journey strategy omnichannel planning or digital marketing.
• Strong expertise in omnichannel journey planning and digital and mobile experiences including using automation to support personalized marketing.
• Experience building integrated planning frameworks and messaging standards.
• Strong understanding of customer engagement segmentation and channel orchestration.
• Proven ability to partner cross-functionally and align teams around customer-centric planning frameworks.
• Proven ability to build and lead high-performing teams.
• Strong communication skills executive presence and stakeholder management.

• Advanced degree in marketing communications or a related field.

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.