Goodwill of Colorado · 7 hours ago
Customer Experience & Marketing Director
Denver, Colorado, United States
Full-time
Hybrid
Director/Executive
$123K/yr - $132K/yr
8+ years expGoodwill of Colorado is seeking a Customer Experience and Marketing Director to drive customer and donor experiences. This leadership role involves developing strategies to enhance customer engagement, optimize the customer journey, and oversee multi-channel marketing initiatives.
Career PlanningNon ProfitProfessional ServicesService IndustryTraining
Responsibilities
Develop and execute comprehensive strategies that encompass all stages of the customer journey, from awareness and acquisition to retention and advocacy
Provide visionary leadership to the organization and the CX team, ensuring alignment with company objectives and goals
Provide thought leadership in Marketing and Customer Experience disciplines
Serve as a partner to Retail, Program, Development, and Business Services, working collaboratively with each arm to develop strategies that align with their business goals
Build and manage the budget, allocating resources effectively to achieve desired outcomes
Ensure cost-effective strategies and tactical executions
Lead, mentor, and inspire a team of high-performance professionals, fostering a collaborative and results-oriented work environment
Oversee the recruitment, training, and development of team members, ensuring the team's skills and expertise align with the evolving needs of the organization
Represent the voice of the customer in a multi-segment, multi-touch marketing environment, leveraging customer insights and trends to drive segment selection, message/offer development, and brand differentiation
Analyze customer behaviors, preferences, and pain points to identify opportunities for improving the overall customer journey. Own customer engagement
Collaborate with cross-functional teams to implement strategies that enhance customer experience, including website optimization, personalized communication, and engagement
Manage and grow customer and goods donations loyalty program, including campaign ideation and loyalty journeys
Provide leadership of Channel Strategy
Oversight of multi-channel marketing campaigns to drive customer acquisition, engagement, and retention
Foster a culture of continuous innovation and creative problem-solving within the team
Skill in conducting thorough market research to identify trends, customer needs, and potential opportunities
Understand and implement agile methodologies for product development, fostering adaptability and responsiveness
Utilize data analytics and customer insights to inform marketing strategies and optimize campaign performance
Implement and maximize marketing automation tools to segment audiences, personalize communication, and track customer interactions
Proactively identify, evaluate, and implement emerging marketing technologies
Oversight of content strategy that connects the dots across channels for a consistent communication and storytelling experience for customers, maximizing and amplifying consistent brand storytelling
Oversight of employee brand training and external consistent brand messaging and visual identity across all marketing materials and campaigns
Oversight of social media, influencer, and public relations (PR) strategy that enhances the company’s public image, increases brand awareness, fosters positive community engagement, and amplifies the organization’s reach and influence
Monitor brand perception and reputation, implementing strategies to enhance brand equity, customer trust, and public perception
Collaborate closely with organizational leadership to align marketing efforts with overall business objectives
Build and maintain relationships with external partners, agencies, and vendors to enhance the effectiveness of marketing initiatives
Champion a customer-and donor-centric approach throughout the organization
Qualification
Required
A Bachelors degree or higher in Business, Marketing, or related field or equivalent combination of education and experience
8+ years of leading retail brand experience (building and implementing strategies showing proven growth)
10+ years' experience leading strategic marketing and/or CX teams and driving funnel strategies across channels
5+ years driving content and storytelling strategy
3+ years successfully utilizing location-based marketing tools and strategies
Proven experience driving and growing loyalty/membership programs
Demonstrated ability to execute innovative and results-focused marketing programs and campaigns that incorporate marketing best practices
Exceptional communication, team leadership, and interpersonal skills
Proven track record of developing and executing successful multi-layered marketing programs that drive customer engagement and business growth
Proven experience in marketing/CX leadership roles with oversight of PR, research, product development, customer experience, and brand management
Strong understanding of digital marketing, advertising, and lead generation
Innovative mindset with a keen understanding of industry trends and emerging technologies
Excellent strategic planning and project management skills
Data-driven mindset and strong analytical skills
Ability to travel approximately 10% of the time, primarily in Colorado
The incumbent will be required and must have the ability to drive for company business
Preferred
A Masters degree is preferred
Solid knowledge of HubSpot is preferred
Benefits
Medical
Dental
Vision
Short Term Disability
Life/Accidental Death and Dismemberment
Flexible Spending Accounts
Long Term Disability
Paid time off in the form of vacation
Sick
Holiday
Floating holiday
Jury duty
Bereavement leave
Company
Goodwill of Colorado
Goodwill of Colorado is a non-profit organization management.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$0.05MKey Investors
Opportunity Now Colorado
2024-03-19Grant· $0.05M
Leadership Team
Karla Grazier
CEO and President
Tim Cooper
Chief Operating Officer
Recent News
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