Director, Customer Journey & Audience Design

1-800-Flowers.com; Atlanta (GA); On-site; USD 150,000 - 210,000; Full time

Job summary

1-800-Flowers.com is seeking an experienced Director, Customer Journey & Audience Design to transform our marketing into an audience-first growth engine. You will lead audience strategy and journey design across paid and owned channels, grounded in deep audience understanding and end-to-end lifecycle insights.

This role partners with Analytics, CRM and Product to govern audiences across campaigns, and to translate data into actionable tests, personalization, and improvements in engagement,

Qualifications

• Bachelor’s degree or equivalent experience.
• 10-12+ years of experience in customer experience, lifecycle marketing, audience insights, or growth marketing, with increasing leadership responsibility.
• Proven track record developing and executing end-to-end customer journey strategies that drive measurable growth in engagement, retention, and revenue.
• Strong understanding of integrated marketing, including digital, CRM, content, and performance channels.
• Experience leveraging data and analytics to inform strategy and influence executive decision-making.
• Experience in retail / Direct-To-Consumer business is preferred.

Responsibilities

• Lead end-to-end customer journey across audiences, channels, and lifecycle.
• Develop and implement integrated journey frameworks and lifecycle strategies.
• Map and optimize audience journeys, identifying friction points and opportunities to improve conversion, engagement, and satisfaction.
• Lead cross-channel planning to align messaging, cadence, and experiences over a 12-month roadmap.
• Develop audience insights, governance across campaigns, and data-driven strategy.
• Partner across Marketing, Product and Analytics to align execution and governance.

Skills

Customer journey design

Audience strategy

Cross-channel planning

Data analytics

Stakeholder management

Marketing automation

CRM (Salesforce)

Education

Bachelor's degree

Tools

Salesforce CRM

HighTouch CDP

Marketing automation

Office 365

Job description

We are seeking an experienced, data-driven Director, Customer Journey & Audience Design to lead the transformation of our marketing approach into a fully integrated, audience-first growth engine.

This role will lead the audience strategy and journey development across paid and owned channels by designing cohesive strategies grounded in deep audience understanding and end-to-end journey design. The role is responsible for translating data, and behavioral insights into connected, meaningful experiences across the full lifecycle - driving engagement, loyalty, and long-term value.

This leader will as the organization’s voice of the customer, championing a holistic, insight-led approach that advances customer retention and loyalty. This leader will work with cross-functional partners across analytics, CRM, paid media and the marketing strategy teams, and will be responsible for the governance of the audiences across campaigns.

Role Responsibilities

Customer Journey Strategy & Experience Design

• Develop and evolve the end-to-end customer journey across all audiences, touchpoints, and channels—from acquisition through retention, loyalty, and advocacy
• Develop and implement integrated journey frameworks and lifecycle strategies aligned to organizational goals
• Map and optimize key audience journeys, identifying friction points and opportunities to improve conversion, engagement, and satisfaction
• Lead cross-channel planning to align messaging, cadence, and experiences over a 12-month roadmap

Audience Insights & Data-Driven Strategy

• Lead the development of a best-in-class audience insights function, behavioral data, and advanced analytics
• Translate complex data into actionable insights that inform strategy, segmentation, and decision-making
• Develop audience segmentation, personas, and lifecycle models to personalize engagement at scale
• Design and oversee the governance of audiences across campaigns and brands

Voice Of The Customer & Experience Advocacy

• Serve as the enterprise customer advocate, ensuring decisions are grounded in audience needs and behaviors
• Establish mechanisms (research, feedback loops, satisfaction measurement) to continuously capture and act on audience voice
• Identify and address pain points across the customer experience, driving continuous improvement

Cross-Functional Leadership & Operating Model

• Partner across Marketing, Product and Analytics to align strategies, priorities, and execution
• Shape and evolve the operating model to enable a more agile, insight-driven marketing organization
• Collaborate with Customer Relationship Management, analytics, and technology teams to advance data infrastructure and marketing capabilities
• Lead agency and vendor relationships to support integrated execution and innovation

Team Leadership & Capability Building

• Lead a high-performing, multidisciplinary team spanning journey strategy, lifecycle marketing, and insights
• Develop talent, foster innovation, and instill a culture of experimentation and continuous learning
• Establish scalable processes, governance, and best practices for journey orchestration and insights activation

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities required of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

• Executive presence with exceptional communication and stakeholder management skills
• Strategic, audience-first leadership with strong enterprise influence
• Cross-functional collaboration with ability to align diverse teams
• Data-driven decision-making with strong analytical judgment
• Change leadership with a focus on team development and growth

Required Technical Skills

• CRM management (e.g., Salesforce or equivalent platforms)
• Customer data platforms (e.g HighTouch) and audience segmentation tools
• Marketing automation and personalization technologies
• Analytics and performance measurement tools
• Competency in Office 365

You Need

• Bachelor’s degree or equivalent experience
• 10-12+ years of experience in customer experience, lifecycle marketing, audience insights, or growth marketing, with increasing leadership responsibility
• Proven track record developing and executing end-to-end customer journey strategies that drive measurable growth in engagement, retention, and revenue
• Strong understanding of integrated marketing, including digital, CRM, content, and performance channels
• Experience leveraging data and analytics to inform strategy and influence executive decision-making
• Experience in retail / Direct-To-Consumer business is preferred