Director of Digital Customer Experience & Loyalty

Heartland Coca-Cola Bottling Company, LLC; Charlotte (NC); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

401(k) match

Health coverage

Employee stock purchase plan

Job summary

Heartland Coca-Cola Bottling Company, LLC seeks a Director of Digital Commerce, Loyalty & Customer Experience to lead a portfolio of digital capabilities, loyalty programs, and CX initiatives that drive adoption, engagement, and revenue growth across customer touchpoints.

The role partners with Sales, Marketing, Operations, Technology, and external partners to deliver measurable business value, with a focus on data-driven decision making and continuous improvement.

Qualifications

• Bachelor’s degree in business, marketing, digital commerce, technology, or related field.
• 8+ years of progressive leadership experience in digital commerce, customer experience, loyalty, product management, or a related field.
• 5+ years of experience managing digital ecosystems and customer-facing products used by many customers.
• Experience leading cross-functional teams and driving enterprise transformation to products, processes, or technology.
• Ability to analyze data, prepare budgets and financial analyses, and create plans with measurable goals.
• 5+ years of experience preparing business cases that explain costs, benefits, risks and related factors, and presenting recommendations to executives.
• Experience managing budgets, approving or recommending investments, and tracking spending against approved plans.
• In-Office Work Arrangement required in Charlotte, with up to 20% of travel expected

Responsibilities

• Lead the strategy, roadmap, and performance of Coca-Cola Consolidated's digital commerce platform, driving customer adoption, revenue growth, operational efficiency, and continuous innovation.
• Develop and execute digital commerce, loyalty, and customer experience strategies that strengthen customer engagement, retention, and long-term commercial growth.
• Partner cross-functionally with Sales, Marketing, Operations, Technology, and external stakeholders to enhance end-to-end customer journeys and deliver scalable business solutions.
• Leverage customer insights, analytics, and market best practices to identify growth opportunities, personalize experiences, and optimize digital and loyalty program performance.
• Oversee customer experience and Voice of Customer programs, translating feedback and journey analysis into actionable improvements that increase satisfaction, retention, and advocacy.
• Establish and monitor KPIs across digital commerce, loyalty, and customer experience initiatives, providing data-driven recommendations that improve business performance and customer value.
• Lead, develop, and empower a high-performing team while implementing governance, cross-functional collaboration, succession planning, and organizational development strategies.
• Other duties as assigned

Skills

MS Office 365

Cross-functional leadership

Analytical skills

Communication skills

Education

Bachelor’s degree in business, marketing, digital commerce, technology, or related field

Tools

Salesforce

Adobe

digital commerce platforms

Job description

Heartland Coca-Cola Bottling Company, LLC seeks a Director of Digital Commerce, Loyalty & Customer Experience to lead a portfolio of digital capabilities, loyalty programs, and CX initiatives that drive adoption, engagement, and revenue growth across customer touchpoints.

The role partners with Sales, Marketing, Operations, Technology, and external partners to deliver measurable business value, with a focus on data-driven decision making and continuous improvement.