Director, CX (Customer Experience)

As the Director of CX (Customer Experience - CRM & CRO), you will serve as a strategic powerhouse driving revenue growth and customer lifetime value for our clients. Sitting at the intersection of audience strategy, data-driven journey design, and conversion technology, you will craft end-to-end digital experiences that transform B2B & B2C experiences.

In this dual-impact role, you will lead high-touch billable client programs while partnering closely with growth and pitch teams to win new business. If you are experienced with mapping holistic customer journeys, leveraging retention platforms, and scaling experiment-led CRO frameworks, this position offers an extraordinary platform to influence client growth and shape our agency’s strategic offering.

What You Will Do

• Architect Audience & Journey Strategies: Design holistic, multi-channel customer lifecycle strategies - spanning acquisition, onboarding, retention, and win-back - that align business objectives with seamless user experiences for our clients.

• Lead Web Experimentation & CRO Programs: Direct data-driven CRO frameworks, establishing hypotheses, test structures, and behavioral analysis (using A/B testing, heatmapping, and funnel analytics) to continuously lift digital conversion rates.

• Lead CRM Programs: Define comprehensive channel and CRM use case strategies, lifecycle frameworks, and engagement models that maximize customer retention and lifetime value across marketing channels. Utilize and build CRM blueprints to drive data-driven experiences and journeys.

• Translate Insights into Business Impact: Translate complex behavioral data, audience segmentation, and testing analytics into clear, executive-level strategic narratives and actionable client roadmaps.

• Drive New Business & Growth Pursuits: Act as the subject matter expert during organic pitches and strategic business pursuits, articulating high-impact CRM and CRO visions that win new accounts and expand existing client engagements.

• Bridge Strategy with MarTech Capabilities: Work with technical and analytics SMEs to evaluate, implement, and leverage key marketing technology platforms to ensure seamless strategic execution. Build roadmaps to value.

• Champion End-to-End User Experience: Connect top-of-funnel conversion mechanics with long-term CRM retention pathways, ensuring every digital touchpoint delivers a cohesive, frictionless experience for the audience.

Qualifications

• Experience: 7+ years of experience leading CRM, retention marketing, and CRO strategies within a digital agency, consultancy, or high-growth marketing environment.

• Strategic Expertise: Proven track record of developing audience segmentation models, lifecycle mapping, and full-funnel experience strategies that measurably drive conversion rates and Customer Lifetime Value (CLV).

• Technical Familiarity: Salesforce certification. Broad working knowledge of enterprise CRM/lifecycle platforms (Salesforce Marketing Cloud, Microsoft Dynamics 365, HubSpot) and testing/analytics tools (Optimizely, VWO, Google Analytics 4, Hotjar).

• Growth & Pitch Savvy: Demonstrated experience contributing to new business pursuits, leading client presentations, and packaging strategic services into compelling client proposals.

• Data-Driven Storytelling: Exceptional ability to synthesize quantitative behavioral data and qualitative insights into high-impact visual stories and executive presentations.

• Cross-Functional Collaboration: Comfortable collaborating across media, creative, engineering, and data analytics teams to translate big-picture strategy into technical realization.

• Education: Bachelor’s degree in Marketing, Business, Analytics, Communications, or equivalent practical experience.