MD Marketing
Description
We are seeking a highly strategic and results-oriented Director of Customer Growth & Loyalty Marketing to lead our efforts in orchestrating seamless customer journeys and optimizing a world-class loyalty program. This critical role will be responsible for meeting or exceeding revenue goals, defining and executing our customer journey strategy, developing and managing our business loyalty program, and ensuring global coordination of these initiatives across multiple regions. The ideal candidate will possess a deep understanding of marketing strategy, customer engagement, loyalty drivers, and marketing technology, with a proven track record of collaborating effectively with diverse internal and external stakeholders. A significant emphasis will be placed on strong people leadership, exceptional communication, and a highly collaborative approach to partnering and teamwork to drive success in this multifaceted role.
Essential Functions
- Customer Journey Orchestration Strategy & Execution:
- Develop and champion a comprehensive customer journey strategy across all key touchpoints, from acquisition to retention and advocacy.
- Design and implement personalized, automated, and data-driven customer journeys across various channels (email, media, web, etc.) in support of customer segment strategies.
- Continuously optimize customer journeys based on performance data, testing methodologies, and customer feedback.
- Business Loyalty Program Strategy & Execution:
- Manage and relaunch our innovative and compelling business loyalty program that drives customer retention, engagement, and lifetime value.
- Define program mechanics, rewards structures, segmentation, and communication strategies.
- Manage the day-to-day operations and ongoing optimization of the loyalty program, including performance tracking and reporting.
- Identify opportunities to enhance program value and competitiveness.
- Global Coordination for Journeys & Loyalty Programs:
- Serve as the central point of contact for customer journey and loyalty initiatives across multiple international regions.
- Develop global frameworks and best practices, while allowing for regional adaptation and localization.
- Facilitate knowledge sharing and collaboration among regional marketing teams.
- Ensure consistency in brand experience and messaging across all global customer touchpoints.
- Stakeholder Collaboration & Management:
- Partner closely with the Strategy team, Marketing Technology team, IT, Sales, and Go-to-Market teams. Your ability to foster strong relationships, actively listen, and build consensus will be crucial in aligning cross-functional efforts and achieving goals.
- Champion collaborative problem-solving and proactive engagement with all partners to navigate complex challenges and drive successful execution.
- Present strategies, performance, and insights to senior leadership and cross-functional teams with convincing clarity, ensuring effective communication at all levels.
- People Leadership & Development:
- Lead and inspire a high-performing team, fostering a culture of innovation, accountability, and continuous learning.
- Provide clear direction, constructive feedback, and mentorship to empower team members and support their professional growth.
- Champion cross-functional teamwork within your team and across departments, encouraging open communication and shared ownership of objectives.
- Performance Measurement & Reporting:
- Define key performance indicators (KPIs) for customer journeys and loyalty programs.
- Establish robust reporting mechanisms to track and analyze performance, providing actionable insights to optimize strategies.
- Communicate program results, learnings, and recommendations to stakeholders regularly.
Knowledge, Skills Abilities:
- Proven experience in developing and executing complex customer journey strategies.
- Demonstrated success in designing, launching, and managing effective loyalty programs, preferably in a B2B environment.
- Strong understanding of marketing technology platforms (e.g., CDP, marketing automation, journey orchestration, loyalty platforms) and their application in customer engagement.
- Experience with global coordination and working with diverse regional teams.
- Exceptional analytical skills with the ability to interpret data, derive insights, and make data-driven decisions.
- Outstanding communication skills, both written and verbal, with the ability to articulate complex ideas clearly and persuasively.
- Proven ability to build strong relationships, influence stakeholders, and drive consensus across various departments and levels of the organization.
- Demonstrated experience in effective people leadership, including coaching, mentoring, and fostering a collaborative team environment.
Minimum Education
Bachelor's Degree/equivalent in marketing, business administration or related field.
Minimum Experience
Significant directly related experience in marketing and sales in a corporate environment including demonstrably successful management experience (e.g. high performance ratings).
Experience in marketing and information analysis.
Experience in promotion, research and pricing, financial analysis, and telemarketing.
More advanced degrees may offset experience requirements. A related Master’s Degree equals two (2) years experience.
Knowledge, Skills, and Abilities
Strong management, excellent human relations and communication skills.
Preferred Qualifications: 10+ years progressive marketing with at least 5 years focused on customer lifecycle marketing, CRM or loyalty program management. To include; design, launch and managing loyalty program. Experience executing customer journey strategy. Leadership experience. Strong project management in fast paced environment. Passion for customer experience. Relocation assistance may be available based upon business needs.
Pay Transparency:
Pay:
Additional Details: This position is a hybrid position in either Memphis, TN or Plano, TX. Candidates must live within a 50 mile radius and will be required to work at a FedEx Campus location several times per week.
Federal Express Corporation is an Equal Opportunity Employer including, Vets/Disability.
Reasonable accommodations are available for qualified individuals with disabilities throughout the application process. Applicants who require reasonable accommodations in the application or hiring process should contact recruitmentsupport@fedex.com.
Applicants have rights under Federal Employment Laws:
- Know Your Rights
- Pay Transparency
- Family and Medical Leave Act (FMLA)
- Employee Polygraph Protection Act
E-Verify Program Participant: Federal Express Corporation participates in the Department of Homeland Security U.S. Citizenship and Immigration Services’ E-Verify program (For U.S. applicants and employees only). Please click below to learn more about the E-Verify program:
