Senior Director of Customer Engagement and Marketing Automation

About the role

The Senior Director of Customer Engagement and Marketing Automation will spearhead the strategy and execution of all automated, data-driven marketing and engagement programs across the customer lifecycle. This role can be located in our Newark, DE office, our Newton, MA office, our New York, NY office or our Sterling, VA office. Our Sterling office has a planned move to Arlington, VA in Fall 2026.

Responsibilities

• Develop and execute a comprehensive, long-term customer engagement and marketing automation strategy that aligns with business objectives and key financial services regulations.
• Champion a customer-centric mindset and data-driven culture throughout the marketing organization.
• Map, analyze, and optimize the customer journey across all touchpoints, from onboarding to retention and cross-sell opportunities.
• Utilize customer feedback and data to identify and resolve pain points in the customer experience.
• Serve as the expert on the marketing automation technology stack, overseeing platform integrations, data governance, and overall system health.
• Ensure the integration between marketing automation systems and other platforms (e.g., CRM) for seamless data flow and reporting.
• Manage and optimize the end-to-end customer journey, from initial lead nurturing to retention and cross-sell initiatives.
• Oversee the maintenance and enhancement of audience segmentation and personalization frameworks for targeted and relevant communications.
• Direct the development, execution, and optimization of automated lifecycle campaigns, transactional messaging, and multi-channel engagement programs.
• Collaborate with analytics and data science teams to measure the impact of marketing automation on customer acquisition, lifetime value, and revenue.
• Define and track key performance indicators (KPIs) to measure the effectiveness of all automated marketing programs.

Requirements

• 10+ years of experience in marketing automation or similar with at least 5 years in a senior leadership role.
• Deep understanding of digital technologies, platforms, and trends, including but not limited to CRM, analytics, and e-commerce.
• Deep expertise with a major marketing automation platform such as Zeta Marketing Platform, Salesforce Marketing Cloud, or HubSpot.
• Strong understanding of data integrations, data relationships, and email operations.
• Excellent leadership skills with a track record of building and managing high-performing teams.
• Demonstrated experience in driving transformation initiatives and managing large-scale data projects.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Excellent communication and presentation skills, with the ability to articulate complex digital concepts to non-technical stakeholders.

Qualifications

• Bachelor's degree in business administration, marketing, information technology, or a related field. A master's degree is preferred.
• 10+ years of experience in a senior leadership role overseeing strategy and delivery, preferably within a complex organization.

Skills

• Experience with major marketing automation platforms such as Zeta Marketing Platform, Salesforce Marketing Cloud, or HubSpot.
• Strong understanding of data integrations, data relationships, and email operations.
• Leadership skills with a track record of building and managing high-performing teams.
• Experience in driving transformation initiatives and managing large-scale data projects.
• Analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Communication and presentation skills, with the ability to articulate complex digital concepts to non-technical stakeholders.

Benefits

Our benefits take care of the whole you—from physical and mental to financial and professional. You’ll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more. We’re obsessed with impact and making a real difference. For us, that means putting relationships first, asking “why not?” when tackling challenges, and continuously learning new skills.

Pay

Competitive base salaries Bonus incentives Generous PTO, Floating Holidays and 12 Federal Holidays observedSupport for financial-well-being and retirement 401k with employer matchComprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and moreEmployer paid short-term/long-term disability and basic life insurance Flexible hybrid working arrangements.Paid parental leave and adoption reimbursement programsFree access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware) Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives

Schedule

Flexible hybrid working arrangements.