Senior CX Platform Strategy & Transformation Lead

The British American Tobacco Group; Winston-Salem (NC); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

401(k) plan

Health benefits package

Tuition reimbursement

Paid time off

Job summary

Reynolds American, part of the British American Tobacco Group, seeks a Senior Manager CX Platform Strategy & Transformation in Winston-Salem. The role guides business-side platform strategy, prioritizes CX capability requests, and ensures alignment with IDT and partners to enable scalable platform evolution.

The ideal candidate translates CX needs into actionable platform requirements, manages governance for automation/AI use cases, and drives adoption across teams while balancing risks and

Qualifications

• Bachelor’s degree required in Marketing, Business, Information Systems, Technology Management, or related field.
• 5+ years in marketing operations, marketing technology, digital transformation, or platform strategy.
• Strong ability to translate CX needs into platform requirements and actions.

Responsibilities

• Platform strategy and business ownership for CX platform discussions.
• Translate CX requirements into platform discussions with IDT and partners.
• Assess impacts across segmentation, journey orchestration, activation and workflows.
• Coordinate cross-platform integration for consumer and trade platforms.
• Align stakeholders across CX Operations, Journey Framework, and Compliance.
• Frame decisions with recommended sequencing and adoption considerations.
• Lead governance for automation/AI use cases and ensure human-in-the-loop standards.
• Support operational adoption and platform readiness.

Skills

Platform strategy

Stakeholder management

Business translation

Communication skills

Marketing technology

Education

Bachelor’s degree in Marketing/Business/IS/Tech Mgmt

Job description

Reynolds American, part of the British American Tobacco Group, seeks a Senior Manager CX Platform Strategy & Transformation in Winston-Salem. The role guides business-side platform strategy, prioritizes CX capability requests, and ensures alignment with IDT and partners to enable scalable platform evolution.

The ideal candidate translates CX needs into actionable platform requirements, manages governance for automation/AI use cases, and drives adoption across teams while balancing risks and