Director, Digital Transformation & Customer Growth

The Director, Digital Transformation & Customer Growth will lead the strategy, roadmap, and execution of initiatives that accelerate customer acquisition, retention, digital engagement, and revenue growth across the business.

This role is responsible for advancing the company's digital capabilities, customer experience, ecommerce performance, marketing technology ecosystem, customer data strategy, and commercial analytics. Acting as a key cross-functional leader, this individual will partner closely with Commercial, Customer Care, IT, Finance, Operations, and external partners to identify growth opportunities, improve customer outcomes, and drive digital transformation initiatives that support the company's evolving omnichannel business model.

The role is focused on business growth and transformation rather than creative execution. The successful candidate will leverage internal resources, external agencies, technology partners, and global teams to build scalable capabilities that improve customer engagement, operational effectiveness, and commercial performance.

Key Responsibilities

Digital Transformation Strategy

• Develop and execute the company's digital transformation roadmap aligned with strategic growth objectives.
• Identify opportunities to modernize processes, technologies, and customer-facing capabilities.
• Build business cases and investment recommendations that support growth, efficiency, and customer experience improvements.
• Serve as a strategic partner to executive leadership on digital initiatives and transformation priorities.

Customer Growth & Experience

• Lead initiatives that improve customer acquisition, retention, loyalty, and lifetime value.
• Evaluate and optimize the end-to-end customer journey across all customer touchpoints.
• Partner with Customer Care, Sales, and Commercial teams to identify opportunities for increased engagement and satisfaction.
• Establish and monitor key customer experience and growth metrics.

Ecommerce & Digital Performance

• Own the digital commerce strategy and roadmap.
• Drive initiatives that improve website performance, conversion, customer engagement, and digital revenue generation.
• Identify opportunities to expand and optimize digital channels and consumer-facing platforms.
• Utilize data and analytics to drive continuous improvement and business performance.

Customer Data, CRM & Marketing Technology

• Lead the strategy, governance, and optimization of customer data, CRM, personalization, analytics, and marketing technology platforms.
• Improve visibility into customer behavior, purchasing patterns, and growth opportunities through data-driven insights.
• Develop capabilities that support audience segmentation, lifecycle management, and customer engagement strategies.
• Partner with IT and technology vendors on system implementations, enhancements, and integrations.

Commercial Analytics & Insights

• Establish reporting, dashboards, and KPIs that enable data-driven decision making.
• Translate customer and business data into actionable growth recommendations.
• Partner with Finance and Commercial leadership to measure performance and track ROI of growth initiatives.
• Develop regular executive reporting on digital and customer performance metrics.

Vendor & Agency Management

• Manage relationships with external agencies, consultants, technology providers, and digital partners.
• Establish performance expectations, governance processes, and accountability measures with external partners.
• Evaluate and recommend technology and service providers that support business objectives.

Qualifications

• Bachelor's degree in Business, Marketing, Technology, Analytics, Engineering, or related field.
• 10+ years of progressive leadership experience in digital transformation, customer growth, ecommerce, customer experience, marketing technology, or related disciplines.
• Demonstrated success driving measurable business growth through digital initiatives.
• Experience leading cross-functional transformation projects and organizational change.
• Strong understanding of ecommerce platforms, CRM systems, customer data, analytics, and digital technologies.
• Experience working with external agencies, technology partners, and vendors.
• Strong business acumen and ability to connect customer initiatives to financial outcomes.
• Experience within consumer products, retail, direct-to-consumer, omnichannel, or customer-centric organizations.
• Experience leading CRM, loyalty, customer engagement, or customer data initiatives.
• Experience building digital capabilities in organizations undergoing transformation.