Sr Director Customer Audience Strategy Marketing

The Director/Senior Director of Customer Audience Strategy will work closely with channel owners, product, and analytics teams and across the organization to implement customer engagement strategies that drive marketing results. We're looking for a candidate who possesses a blend of strategic and marketing aptitude to support business stakeholders in their efforts to enhance the prospect and customer experience and engagement.

The primary role of the Director/Senior Director of Customer Audience Strategy is to increase customer lifetime value through audience driven journey planning and channel activation. Strategically this is a pivotal role within the JH marketing department as this person determines JH audience and engagement strategy - who we should be targeting and how should we keep customers engaged– from an acquisition, retention, and lapsed perspective. From identification, this role will closely partner with channel owners on how to execute against the audiences.

The Director/Sr. Director is an expert in leveraging customer data and marketing automation platforms and will serve as a leader within the organization, evolving and modernizing audience first approach and bring data and customer engagement driven thinking to the forefront of the planning and educating and influencing cross-functional teams. This role reports to the VP, Channel Marketing.

There is a preference for this role to be hybrid out of our Sarasota, FL office or Jersey City, NJ office.

What You’ll Do Here:

• Lead the audience and omni channel customer engagement orchestration throughout the tax season to reach the highest value consumers and maximize business goals and outcomes.
• Oversee the overall audience strategy across all campaigns and make sure audience strategy is developed and executed across all media channels to reach the highest value audiences.
• Collaborate with Data and Analytics team to identify the highest value audiences, profiling, and segmentation.
• Guide development and management of data driven customer engagement/channel activation.
• Activate omni-channel engagement strategies, guiding dynamic creative strategies and defining measurement approach.
• Develop, test, and implement traditional and non-traditional strategies and tactics to improve customer engagements which deepen customer relationships.
• Identify the gaps in current data and tech and team capabilities in connecting with the assigned client needs and opportunities.
• Create acquisition & retention customer journeys linked to audience strategy and channel activation.
• Develop omnichannel customer experience strategies, programs, and solutions based on business priorities, customer insights, and industry trends
• Amplify real-time marketing efforts to drive incremental results, create relevant and personalized marketing, all while uncovering new and compelling consumer insights from data.

Skills You’ll Bring for Success:

• You hold a BA/BS (MS preferred) degree and 6+ years of CRM, Performance marketing. Loyalty, Audience Strategy experience.
• You have a background and proven experience in consulting.
• Demonstrated proficiency in working within complex marketing technology infrastructure including CDP (ActionIQ, Tealium or similar), engagement platforms (Eloqua, Salesforce Marketing Cloud or similar), analytics (GA, Adobe Analytics or similar), and BI (Tableau, Qlik Sense or similar) tools.
• Strong experience in customer journey across all channels including email, SMS, display, SEM, SEO, and social.
• Data expertise with hands-on experience enabling data-driven marketing use cases including customer profiling, journey orchestration, and personalization.
• Ability to work with Creative and Analytics teams to partner for journey building, audience strategy, A/B testing and continuous learning.
• Experience in vendor management including vendor selection, contract negotiation, and ongoing relationship management.
• Excellent communication and presentation skills, with the ability to communicate complex technical concepts to non-technical stakeholders.

What You’ll Get If You Join Us:

• Competitive Salary + Bonus
• Unlimited Paid Time Off + 12 Paid Holidays
• Fidelity 401k + Match
• Medical, Dental, Vision, EAP, Supplemental, Life, STD, LTD, HSA, FSA, Commuter
• Wellness activities throughout the year
• Parental Leave, Elder Care Leave, Volunteer Time Off
• Education Assistance (Reimbursement) Program
• Employee Referral Program
• Pet Insurance
• Company Celebrations, Appreciation Events, and Team Building
• Business casual dress with jeans daily
• Innovative culture with an open and collaborative environment
• Many opportunities to develop core and new skillsets and have a stake in your own success
• Freedom to create your best work and make a visible impact on the organization