Senior Director, Customer Growth & Insights

Total Wine & More; North Bethesda (MD); On-site; USD 200,000 - 260,000; Full time

Benefits offered by this job

PTO

Store discounts

Health care plans

401(k)

Disability insurance

Parental leave

Pet insurance

College tuition assistance

Career development

Consumer classes

Job summary

Total Wine & More, a leader in beverage retail, seeks a Sr. Director of Customer Strategy & Insights to define our enterprise customer vision and drive growth through insights, segmentation, and personalized experiences.

You will steer cross-functional initiatives spanning acquisition, engagement, loyalty, and CLV, reporting to the Chief Customer & Strategy Officer. You will shape customer strategy and governance, translating market data into actionable plans that differentiate Total Wine & More

Qualifications

• Bachelor’s degree required; MBA preferred; 10+ years of leadership in customer strategy and insights.
• Deep expertise in segmentation, personalization, CLV, retention, and journey management across channels.
• Track record translating customer insights into enterprise strategy and measurable outcomes.
• Exceptional leadership and communication skills in large, matrixed organizations.

Responsibilities

• Define and lead Total Wine & More’s enterprise customer strategy and vision.
• Act as customer thought leader to anticipate needs and fuel growth opportunities.
• Integrate research, analytics, and market intel into actionable insights for marketing, merchandising, digital, and stores.
• Develop and advance the customer flywheel: segmentation, loyalty, personalization, CLV.
• Drive the customer experience strategy across journeys and touchpoints.
• Lead customer-centric innovation with pilots and test-and-learn initiatives.
• Partner across the enterprise to embed insights into planning and investments.
• Build and lead a high-performing Customer Strategy & Insights organization.

Skills

Leadership

Strategic thinking

Cross-functional leadership

Customer insights

Analytics

Communication

Market dynamics

Executive collaboration

Education

MBA

Bachelor’s in Business/Marketing

Tools

Tableau

SQL

Excel

Job description

Total Wine & More, a leader in beverage retail, seeks a Sr. Director of Customer Strategy & Insights to define our enterprise customer vision and drive growth through insights, segmentation, and personalized experiences.

You will steer cross-functional initiatives spanning acquisition, engagement, loyalty, and CLV, reporting to the Chief Customer & Strategy Officer. You will shape customer strategy and governance, translating market data into actionable plans that differentiate Total Wine & More