Customer Experience & Marketing Director

Overview

Description

Applications due by February 6, 2026

Goodwill of Colorado

Job Description

Pay: $123,000-$132,000

Work Schedule: Monday - Friday 8am - 5pm;
Hybrid work schedule 3 days in office/2 days remote

Full-Time position is eligible for Medical, Dental, Vision, Short Term Disability, Life/Accidental Death and Dismemberment, Flexible Spending Accounts, Long Term Disability, and several voluntary supplemental benefit offerings. In addition, these positions are eligible for paid time off in the form of vacation, sick, holiday, floating holiday, jury duty, and bereavement leave. All employees may also make pre-tax or post-tax (Roth) contributions to our retirement plan - must be 18 years of age to participate.

JOB SUMMARY:

The Director II, Customer Experience and Marketing, will play a critical role in driving our customers and donor experiences. This position requires a creative leader who will obsess over consumer and donor insights. They must understand shopping and donor behaviors and enhance/elevate our customer's experience across all divisions (Retail, Workforce Development/Community Programs, Development, and Business Services). This role requires a strong understanding of not only the retail landscape but also our goods and financial donors and our programs.

The Director must have a strong understanding of consumer trends and brand positioning as well as the ability to collaborate cross-functionally and lead a team of retail and donor experience, loyalty programs, public relations, communications, social media, influencer, content strategy and brand marketing. This leader will have oversight of the entire marketing funnel, immersing themselves in the business and constantly looking for opportunities to evolve and improve upon the way we bring our mission to life.

The ideal incumbent will have a deep understanding of customer experience and marketing principles and a proven track record in developing and executing comprehensive successful strategies that drive customer acquisition, engagement, retention, and advocacy. As the Director, you will be responsible for ensuring a seamless and delightful customer experience from awareness to post-engagement engagement. The Director's primary focus will be to develop and execute comprehensive strategies that drive awareness, consideration, decision, action, and loyalty, enhance brand identity and resonance, deepen community engagement, elevate market position, and foster innovation.

The Director will guide their team to serve as consultants and strategists for all lines of business and Program and will serve as the customer experience and marketing strategist for the organization. Your team will be responsible for understanding both the art and science of CX (Customer Experience) and marketing, obsessing about data, the business, consumer insights, and creative storytelling.

Strategic Leadership:

• 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.

Budget Management:

• Build and manage the budget, allocating resources effectively to achieve desired outcomes.
• Ensure cost-effective strategies and tactical executions.

Team Management:

• 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.

Customer Journey Optimization:

• 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.

Multi-Channel Marketing:

• Provide leadership of Channel Strategy.
• Oversight of multi-channel marketing campaigns to drive customer acquisition, engagement, and retention.

Insights and Innovation:

• 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…