Head of Loyalty & Customer Experience Programs

Merz North America, Inc; Raleigh (NC); On-site; USD 150,000 - 210,000; Full time

Job summary

Merz North America, Inc. seeks a Director of Customer Experience in Raleigh to lead two enterprise loyalty programs, guide strategy, operations, and technology roadmap across CRM, marketing tech, and analytics.

You will partner with Marketing, Sales, Finance, IT, and vendors to drive engagement, retention, and portfolio revenue growth with data-driven decisions. The role requires 12+ years in loyalty, strong leadership, and experience in medical aesthetics or pharma contexts, aligning

Qualifications

• Bachelor's degree in marketing, Technology or comparable field.
• 12+ years of relevant work experience.
• Knowledge of Salesforce core platforms.
• Experience leading loyalty programs.
• Experience in finance or as a P&L owner.
• Experience in medical aesthetics or pharmaceuticals.
• Experience in marketing in B2B2C.

Responsibilities

• Lead and develop a high-performing loyalty and engagement team for two enterprise programs.
• Own end-to-end loyalty strategy, operations, performance, and optimization.
• Align loyalty strategy with brand, portfolio, and commercial initiatives.
• Define and evolve strategic vision for loyalty programs, including value proposition and engagement mechanics.
• Oversee promotional strategies to drive engagement and revenue growth.
• Identify monetization opportunities while balancing member value and ROI.
• Own loyalty technology roadmap and integrations with vendors.
• Deliver frictionless, user-centric experiences across web and mobile.
• Partner with digital teams to support CRM stack and data integrations.
• Define KPIs and model ROI with Finance and Analytics teams.

Skills

Loyalty leadership

Strategy development

CRM platforms

Analytics

Vendor management

Education

Bachelor's degree in marketing or related field

Tools

Salesforce core platforms

Job description

Merz North America, Inc. seeks a Director of Customer Experience in Raleigh to lead two enterprise loyalty programs, guide strategy, operations, and technology roadmap across CRM, marketing tech, and analytics.

You will partner with Marketing, Sales, Finance, IT, and vendors to drive engagement, retention, and portfolio revenue growth with data-driven decisions. The role requires 12+ years in loyalty, strong leadership, and experience in medical aesthetics or pharma contexts, aligning