Director, CX (Customer Experience)

Jellyfish; New York (NY); On-site; USD 130,000 - 190,000; Full time

Job summary

Jellyfish in New York seeks a Director of CX (CRM & CRO) to drive revenue growth and customer lifetime value across B2B & B2C. You will design end-to-end digital experiences at the intersection of audience strategy, data-driven journey design, and conversion technology.

In this dual-impact role you’ll lead high-touch client programs while partnering with growth and pitch teams to win new business, mapping journeys, leveraging retention platforms, and scaling experiment-led CRO.

Qualifications

• Experience leading CRM, retention marketing, and CRO strategies in a digital agency, consultancy, or high-growth marketing environment.
• Strategic expertise in audience segmentation, lifecycle mapping, and full-funnel experience to drive conversion and CLV.
• Technical familiarity with enterprise CRM platforms (Salesforce Marketing Cloud, Dynamics 365, HubSpot) and testing/analytics tools (Optimizely, GA4, Hotjar).
• Growth and pitch savvy with a track record of contributing to new business and client proposals.
• Data-driven storytelling to translate analytics into executive-ready narratives and roadmaps.
• Cross-functional collaboration across media, creative, engineering, and data analytics teams.
• Education: Bachelor's degree in Marketing, Business, Analytics, Communications, or equivalent practical experience.

Responsibilities

• Architect holistic audience and journey strategies spanning acquisition, onboarding, retention, and win-back.
• Lead data-driven CRO programs with hypotheses, test structures, and funnel analytics to lift conversions.
• Define CRM use cases, lifecycle frameworks, and engagement models to maximize retention and CLV.
• Translate behavioral data and testing insights into executive-level narratives and client roadmaps.
• Support new business pursuits by articulating CRM and CRO visions in pitches and proposals.
• Collaborate with MarTech and analytics SMEs to evaluate and implement platforms to enable strategy.
• Ensure end-to-end user experience across top-of-funnel to long-term CRM pathways.

Skills

CRM strategy

Retention marketing

CRO

Storytelling

Cross-functional collaboration

Education

Bachelor's degree in Marketing/Business/Analytics

Tools

Salesforce Marketing Cloud

Dynamics 365

HubSpot

Optimizely

Google Analytics 4

Hotjar

Job description

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.