Executive Director, Existing Customer journey and Experience

About the role

Join a customer marketing team focused on driving engagement, growth, and customer value across a broad portfolio of products and benefits. In 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.

Responsibilities

• 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.

Requirements

• Bachelor's 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.

Preferred Qualifications, Capabilities, And Skills

• Advanced degree in marketing, communications, or a related field.

Benefits

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more.