Director Customer Experience Marketing

Exciting opportunity for a Sr Director, Customer Engagement (Marketing) for a leading multi-brand company in Atlanta, GA!

This is a fulltime permanent opportunity that offers excellent benefits, 401K (with match), a great culture, career growth and the opportunity to play a key role across the organization!

Candidates should be local to Atlanta and must be able to be onsite 3 days a week (Tuesday, Wednesday, Thursday).

Job Overview:

The Senior Director of Customer Engagement develops the strategies and initiatives to encourage positive interactions with our brand’s customers. The three main areas of focus are gaining the guests' loyalty, rewarding our guests for their engagement in desired actions, and retaining an active guest. A passion for putting the customer first is a must, and experience with loyalty programs is required. The ideal candidate will have strong project management and communication skills, thrive in a fast-paced environment, analytical aptitude and the ability to influence cross-functional teams and re-direct tactics as necessary to execute. This position will define the overall lifecycle strategy and key objectives for their respective brand’s guest segments (such as prospects, users, members, former members) and will lead the customer journey mapping and digital marketing message testing to deliver engaging experiences for guests. The Director will work collaboratively with their respective Brand leads, Loyalty team, Business Insights, Digital, and business partner teams to develop a detailed understanding of their subscribers and the types of communications strategies and tactics that are most effective for specific subscriber audiences, leveraging this knowledge to build a highly engaged customer base and deliver strong business results. This will be a management role, where you and your team will be launching marketing campaigns across key channels, working with stakeholders in Brand Marketing, Creative, Business Insights, Digital, Loyalty and more.

• Direct and manage a high-performing team to optimize personalized consumer engagement and retention strategies across digital platforms (i.e. email, app, SMS, and e-commerce).
• Strong passion for managing and mentoring marketing professionals, developing their skills and careers.
• Strong project management skills with the ability to influence cross-functional teams and re-direct tactics as necessary to execute.
• Create wrap-up reports that clearly and concisely communicate campaign results, insights and recommended next steps.
• Collaborate with cross-functional teams (i.e. Business Insights, Digital, Brand Marketing, Guest Relations, etc.) to ensure program objectives and priorities are achieved.
• Collaborate with Business Insights teams to identify and refine audience segments while deepening our understanding of content and strategies that drive engagement.
• Bachelor's degree in business or marketing/communications required
• Highly prefer industry experience in Retail, Restaurant, Food, Hotel, Airline or Beverage experience
• Ability to analyze qualitative and quantitative data and use that data to develop an understanding of consumer behavior.
• Develop and drive execution of test & learn strategies for campaign marketing, engagement activities, and retention programs.
• Proven ability to lead effective teams and work effectively across the matrix
• Conforms with all corporate policies and procedures
• 10+ years Marketing experience
• Required Experience:
• Experience supporting marketing initiatives across multiple brands
• Preferred Experience:
• Must be experienced as a Marketing Strategist with strong consumer facing experience building holistic plans/initiatives quarterly
• Drive program KPIs (enrollment, engagement, satisfaction, retention, etc.) by interpreting reports and constantly monitoring initiatives and program health.
• Job Responsibilities:
• 5+ years of experience leading a team.
• Employ an additional test-and-learn agenda to build and continually optimize subscriber communications playbooks with the goal of increasing engagement and extending subscriber lifetime.
• Enjoy creating relationships with teams throughout the organization to influence and build consensus.
• Comfortable working as an individual contributor with the ability to build and lead a team.
• Performs other duties as assigned
• MBA preferred
• Ability to create presentations, visualize data and articulate a story behind the data and insights appropriate for executive audiences.
• Loyalty program experience, with emphasis on customer management, engagement, satisfaction, and retention
• Change Management experience