Senior Director, Customer Strategy & Growth Insights

Retail Services & Systems, Inc; Maryland; On-site; USD 219,000 - 306,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Health care plans

401(k)

Disability & life insurance

Paid parental leave

Pet insurance

College tuition assistance

Career development & product training

Job summary

Total Wine & More seeks a Sr. Director of Customer Strategy & Insights to shape the enterprise customer vision, prioritize initiatives, and drive measurable business results across marketing, merchandising, digital, and store operations.

The role partners with executive leadership to translate insights into differentiated experiences and growth strategies. You will build a holistic customer understanding by integrating research, analytics, and feedback, lead the customer flywheel, and influence

Qualifications

• Bachelor's degree in Business, Marketing, Analytics, Economics, or a related field. MBA or other advanced degree preferred.
• 10+ years of progressive leadership experience across customer strategy, consumer insights, analytics, customer experience, innovation, marketing strategy, consulting, or related disciplines, with a proven track record of driving transformational customer and business outcomes.
• Deep expertise in customer strategy and growth, including segmentation, personalization, acquisition, engagement, loyalty, retention, CLV, customer experience, and customer journey management across physical and digital channels.
• Proven ability to translate customer insights into enterprise strategy, leveraging research, analytics, market intelligence, experimentation, and innovation to drive differentiated experiences and measurable business results.
• Exceptional enterprise leadership, influence, and communication skills, with demonstrated success leading complex cross-functional initiatives, shaping executive decision-making, and operating effectively in large, matrixed organizations.
• Strong commercial acumen and strategic foresight, coupled with experience building high-performing teams and cultivating a culture of customer obsession, innovation, collaboration, and accountability.

Responsibilities

• Define and lead Total Wine & More’s enterprise customer strategy, establishing the long-term vision, strategic priorities, and customer outcomes that drive sustainable growth, loyalty, and competitive differentiation.
• Serve as the organization’s customer thought leader, leveraging customer, market, competitive, and industry insights to anticipate evolving customer needs, identify growth opportunities, and influence enterprise decision-making.
• Build a holistic understanding of the customer by integrating research, behavioral data, analytics, market intelligence, and customer feedback into actionable insights that inform strategies across marketing, merchandising, digital, store operations, and customer experience.
• Lead the development of the customer flywheel, including segmentation, loyalty, personalization, retention, and CLV strategies, ensuring investments are focused on the highest-impact opportunities.
• Define and advance the enterprise customer experience strategy, leading customer journey management and experience design efforts that create connected, differentiated, and customer-centric experiences across all touchpoints.
• Champion customer-centric innovation by leading opportunity identification, concept development, experimentation, pilot programs, and test-and-learn initiatives that accelerate growth and organizational learning.
• Partner across the enterprise to activate customer strategies, embedding customer insights, segmentation, and personalization into customer-facing experiences while influencing strategic planning, investment decisions, and major growth initiatives.
• Build and lead a high-performing Customer Strategy & Insights organization, establishing governance, measurement frameworks, and talent strategies that drive accountability, innovation, customer obsession, and business results.

Skills

Customer strategy

Leadership

Analytics

Cross-functional collaboration

Communication

Market research

Strategic thinking

Education

Bachelor's degree in Business/Marketing/Analytics/Economics

MBA or advanced degree preferred

Job description

Total Wine & More seeks a Sr. Director of Customer Strategy & Insights to shape the enterprise customer vision, prioritize initiatives, and drive measurable business results across marketing, merchandising, digital, and store operations.

The role partners with executive leadership to translate insights into differentiated experiences and growth strategies. You will build a holistic customer understanding by integrating research, analytics, and feedback, lead the customer flywheel, and influence