Director, CX (Customer Experience)

The role

You will drive revenue growth and customer lifetime value by designing end-to-end digital experiences. This role involves leading billable client programs and partnering with growth teams to win new business.

What you will do

• Design holistic, multi-channel customer lifecycle strategies.
• Direct data-driven CRO frameworks using A/B testing, heatmapping, and funnel analytics.
• Define CRM use case strategies, lifecycle frameworks, and engagement models.
• Translate behavioral data and testing analytics into strategic narratives and client roadmaps.
• Act as subject matter expert during organic pitches and strategic business pursuits.
• Work with technical and analytics SMEs to evaluate and implement marketing technology platforms.
• Connect top-of-funnel conversion mechanics with long-term CRM retention pathways.

Required qualifications

• 7+ years of experience leading CRM, retention marketing, and CRO strategies within a digital agency, consultancy, or high-growth marketing environment.
• Proven track record of developing audience segmentation models, lifecycle mapping, and full-funnel experience strategies.
• Salesforce certification.
• Broad working knowledge of enterprise CRM/lifecycle platforms (Salesforce Marketing Cloud, Microsoft Dynamics 365, HubSpot).
• Broad working knowledge of testing/analytics tools (Optimizely, VWO, Google Analytics 4, Hotjar).
• Demonstrated experience contributing to new business pursuits and leading client presentations.
• Ability to synthesize quantitative behavioral data and qualitative insights into visual stories and executive presentations.
• Ability to collaborate across media, creative, engineering, and data analytics teams.
• Bachelor’s degree in Marketing, Business, Analytics, Communications, or equivalent practical experience.

About the company

jellyfishcareers