Head of Personalization & Customer Journey Orchestration

Applied Labs; Charlotte, Northern (NC, KY); Hybrid; USD 108,000 - 150,000; Full time

Job summary

Belk is seeking a seasoned Sr. Manager for Owned Personalization & Customer Strategy to lead personalization and trigger-based journeys across Belk's channels.

You will align data-driven insights with revenue goals, partnering with Marketing, Loyalty, Merchandising, Analytics, and Technology to deliver relevant experiences. The role requires strong leadership, data fluency, and a track record in customer journey orchestration.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Leadership experience in cross-functional teams is preferred.
• Experience with personalization, trigger marketing, or customer journey orchestration platforms.

Responsibilities

• Own the personalization roadmap across web, app, email, SMS, and push to maximize revenue and customer experience.
• Translate data and predictive insights into personalized content, product recommendations, and offers with Analytics.
• Define and prioritize testing agendas and use results to inform roadmaps.
• Own trigger strategy for welcome, browse/cart abandonment, replenishment, post-purchase, loyalty milestones, and win-back journeys.
• Orchestrate timing, sequencing, and channel arbitration for a coordinated customer experience.
• Collaborate with Platform and Marketing Tech teams to build, QA, and optimize campaigns within the CDP, ESP, and personalization platforms.
• Connect mass, segmentation, triggered, and 1:1 communications into one strategy; align with calendar and promotions.
• Lead a test-and-learn agenda focused on targeting, content, timing, and channel performance.
• Partner with vendors and internal teams to configure and enhance the personalization platform stack.

Skills

Leadership

Personalization strategy

Customer journey orchestration

Cross-functional collaboration

Data-driven marketing

Analytics partnership

Martech platforms

Platform governance

Education

Bachelor's degree

Tools

CDP

CRM

ESP

Martech stack

Job description

Belk is seeking a seasoned Sr. Manager for Owned Personalization & Customer Strategy to lead personalization and trigger-based journeys across Belk's channels.

You will align data-driven insights with revenue goals, partnering with Marketing, Loyalty, Merchandising, Analytics, and Technology to deliver relevant experiences. The role requires strong leadership, data fluency, and a track record in customer journey orchestration.