Senior Director, Customer Experience

About the role

Founded in 1908, Merz is a successful, family-owned specialty healthcare company with a rich history. As a leading global aesthetics business, our award-winning portfolio of injectables, devices, and skincare products empowers healthcare professionals to enhance confidence through aesthetic medicine. Our purpose is to fuel confidence by helping people look better, feel better, and live better. We believe you do not have to choose between living life and making a living. Live your best life with Merz Aesthetics. The Director of Customer Experience is responsible for the strategic leadership, evolution, and performance of two enterprise loyalty programs, overseeing loyalty program technology platforms, promotions strategy, and the digital engagement and CRM marketing technology ecosystem. This role partners closely with Marketing, Sales, Finance, IT, and external vendors to deliver scalable, data-driven loyalty experiences that drive engagement, retention, and portfolio revenue growth. This leader blends customer strategy, marketing technology, analytics, and operational excellence to create next-generation loyalty programs that deepen provider and consumer relationships while enabling measurable business impact.

Responsibilities

• Lead and develop a high-performing loyalty and engagement team responsible for the execution and evolution of two enterprise loyalty programs.
• Own end-to-end accountability for loyalty strategy, operations, performance, and continuous optimization.
• Serve as a key member of the North America Marketing Leadership Team, ensuring loyalty strategy alignment across brand, portfolio, and commercial initiatives.