Head of Loyalty & Customer Experience

Merz Aesthetics; Raleigh (NC); On-site; USD 180,000 - 260,000; Full time

Job summary

Merz Aesthetics in Raleigh, NC seeks a Director of Customer Experience to lead two enterprise loyalty programs, oversee loyalty technology, promotions, and the digital engagement and CRM marketing technology ecosystem.

This role partners with Marketing, Sales, Finance, IT, and external vendors to deliver scalable, data-driven loyalty experiences that drive engagement, retention, and portfolio revenue growth.

Qualifications

• Bachelor's degree in marketing, technology or comparable field is required.
• 12+ years of relevant work experience.
• Knowledge of Salesforce core platforms is preferred.

Responsibilities

• Lead and develop a high-performing loyalty and engagement team responsible for two enterprise loyalty programs.
• Own end-to-end accountability for loyalty strategy, operations, performance, and continuous optimization.
• Serve as a key member of the North America Marketing Leadership Team; align loyalty strategy with brand, portfolio, and commercial initiatives.
• Drive change management and adoption of new loyalty capabilities, platforms, and engagement models.
• Define and evolve the strategic vision for the loyalty programs, including value proposition, tiering, benefits and promotions.
• Oversee development and execution of promotional strategies to drive engagement and revenue growth.
• Own the loyalty technology roadmap and ensure scalability and timely delivery.
• Provide strategic partnership to digital execution teams for CRM and data integrations.

Skills

Customer journey management

Marketing technology implementation

Team leadership

Stakeholder management

Data analytics

Education

Bachelor's degree in marketing, Technology or comparable field

Bachelor's Degree Marketing, Technology or related professional experience

Tools

Salesforce core platforms

Job description

Merz Aesthetics in Raleigh, NC seeks a Director of Customer Experience to lead two enterprise loyalty programs, oversee loyalty technology, promotions, and the digital engagement and CRM marketing technology ecosystem.

This role partners with Marketing, Sales, Finance, IT, and external vendors to deliver scalable, data-driven loyalty experiences that drive engagement, retention, and portfolio revenue growth.