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Jobs · Marketing · Arkansas

Senior Director, Marketing Planning and Strategy - Personalization and Digital Engagement

Sam's Club · Bentonville, AR · 2 wk ago
On-siteMarketing$130k–$260k/yrFull-time

Position Summary

Sam’s Club is focused on delivering seamless, relevant, and high-impact member experiences across every touchpoint. Personalization is a critical lever to achieve this and requires tight integration across data, orchestration, experience delivery, and measurement. As the Senior Director, Personalization and Digital Engagement, you will influence the enterprise personalization engine.

What you'll do

  • Personalization Orchestration (CRM, MarTech & Decisioning): Turn strategy and analytics into executable personalization at scale. Translate Next Best Actions (NBA) and customer insights into clear, channel-ready instructions. Define channel, timing, frequency, and prioritization logic across campaigns and touchpoints. Establish rules for suppression, conflict resolution, and fatigue management. Drive implementation of personalization MarTech selection & implementation. Partner with CRM and MarTech teams to ensure seamless orchestration across systems.

  • Experience Design & Delivery (by Channel): Enable teams to design and deliver channel-specific personalized experiences (email, app, SMS, push, paid media, in-club). Oversee execution of personalized messages, offers, and content across all touchpoints. Drive consistency in brand voice and member experience across channels. Monitor and optimize in-channel performance and execution quality.

  • Measurement & Feedback Loop: Define and track enterprise personalization performance and member response metrics. Evaluate ROI, member value exchange, and long-term business impact. Feed insights back into decisioning, strategy, and roadmap prioritization. Partner with data science to evolve segmentation, models, and test-and-learn frameworks.

  • Cross-Functional Leadership & Integration: Act as the connective tissue between analytics, product, marketing, and engineering. Ensure alignment across teams to deliver a unified personalization capability. Influence senior leadership to prioritize and invest in personalization initiatives.

  • Team Leadership & Capability Building: Lead a team of strategists and specialists across orchestration, experience, and analytics. Build scalable processes, playbooks, and governance for personalization. Coach teams to think beyond channel silos and focus on the end-to-end member journey.

What You Bring

  • Experience operationalizing personalization—not just defining strategy. Strong understanding of CRM, MarTech (CDP, Orchestration, etc.) ecosystems, and decisioning frameworks (e.g., NBA).

  • Proven ability to translate data and analytics into scalable execution. Experience leading cross-channel personalization (digital + physical preferred).

  • Deep analytical mindset with a focus on measurement, testing, and optimization. Ability to build systems and processes that scale across teams and channels.

  • Strong cross-functional leadership and stakeholder influence skills. Comfort operating in ambiguity while building structure and clarity. Passion for improving the end-to-end member/customer experience.

Minimum Qualifications

  • Bachelor’s degree in Business, Marketing, Technology, or related field and 8+ years’ experience in personalization, CRM, analytics, or related area.

  • Option 1: 10+ years’ experience in personalization, CRM, analytics, or related area. 5+ years’ experience leading teams.

  • Option 2: 10+ years’ experience in personalization, CRM, analytics, or related area. 5+ years’ experience leading teams.

  • 5+ years’ experience leading teams.

Preferred Qualifications

  • Experience with enterprise personalization platforms and decisioning tools. Background in retail, e-commerce, or membership-based models.

  • Experience building closed-loop measurement systems.

  • Strong partnership experience with product, engineering, and data science teams.

  • Masters: Business Administration.

Additional Information

At Sam’s Club, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet!

Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO, parental leave, family care leave, bereavement, jury duty, and voting.

The annual salary range for this position is $130,000.00 - $260,000.00. Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include Regional Pay Zone (RPZ) (based on location).

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