Director, Customer Experience & Lifecycle Growth

BD; Covington (GA); On-site; USD 120,000 - 150,000; Full time

Job summary

BD is seeking an Associate Director, Customer Experience to lead the end-to-end direct-to-consumer customer lifecycle, driving acquisition, conversion, retention, loyalty, and overall commercial performance in a highly matrixed organization.

The role collaborates with Marketing, Digital Marketing, Analytics, Customer Service, Inside Sales, Nurse Support, Fulfillment, Finance, and Technology to establish governance, KPI frameworks, and operating rhythms that scale customer-centric growth and

Qualifications

• Bachelor's degree required; MBA or advanced degree preferred.
• 8+ years in customer experience, lifecycle management or related fields.
• Experience leading cross-functional initiatives in a matrixed organization.

Responsibilities

• Own end-to-end DTC customer lifecycle strategy across acquisition, conversion, onboarding, retention, loyalty.
• Lead cross-functional efforts to improve customer experiences across touchpoints.
• Develop KPI dashboards and performance reviews for customer lifecycle.
• Establish governance, operating rhythms and escalation processes.

Skills

Customer lifecycle management

Cross-functional leadership

Marketing operations

Data analytics

Strategic thinking

Education

Bachelor's degree

MBA or advanced degree

Tools

Analytic tools

Job description

BD is seeking an Associate Director, Customer Experience to lead the end-to-end direct-to-consumer customer lifecycle, driving acquisition, conversion, retention, loyalty, and overall commercial performance in a highly matrixed organization.

The role collaborates with Marketing, Digital Marketing, Analytics, Customer Service, Inside Sales, Nurse Support, Fulfillment, Finance, and Technology to establish governance, KPI frameworks, and operating rhythms that scale customer-centric growth and