Senior Manager CX Platform Strategy & Transformation

Career Level Experienced Professional

Functions Marketing

Salary Range Competitive salary

Trade Marketing Careers

Our Trade Marketing teams work to bring a consistent branded experience to customers across the United States. We take on complex challenges and create solutions that are unrivaled by our competitors. You’ll also gain experience in brand positioning, consumer dialogue, account classification, strategy planning, and market tracking. Trade Marketing engages customers and consumers about Reynolds’ full portfolio of products, key strategic initiatives and our transformative journey of Building A Better Tomorrow™.

Senior Manager CX Platform Strategy & Transformation

Reynolds American is evolving into a global multi-category business. Our purpose is to create A Better Tomorrow™ by Building a Smokeless World.

To achieve our ambition, we are looking for colleagues who are ready to join us on this journey. Tomorrow can’t wait, let’s shape it together!

REYNOLDS AMERICAN has an exciting opportunity for a Senior Manager CX Platform Strategy & Transformation in Winston Salem

As Senior Manager – Platform Strategist, you will serve as the business-side single point of contact across key marketing technology and platform transformation efforts within Consumer Experience. This role will translate CX needs into clear platform requirements, priorities, sequencing recommendations, and business impacts across IDT and cross-functional partners.

You will hold the portfolio-level lens across consumer platforms, identifying cross-channel dependencies, business impacts, sequencing risks, and opportunities for improved integration that individual channel leads may not be positioned to see. As a key member of the CX Strategy & Governance team, you will help ensure platform changes are evaluated through a business, operational, adoption, and governance lens.

This is a high-impact role for a strategic, technically fluent, and commercially minded operator who can simplify platform complexity, connect technology decisions to business outcomes, and support scalable platform evolution, automation delivery, AI use-case governance, and human-in-the-loop operating standards.

Your key responsibilities will include:

• Platform strategy and business ownership: Serve as the business-side single point of contact for platform strategy, platform change requests, and technology decisioning across CX.
• CX requirements translation: Represent CX business needs, priorities, and operating requirements in platform discussions with IDT and technology partners.
• Portfolio-level impact assessment: Develop cascade analysis for major platform changes, identifying impacts across segmentation, journey orchestration, briefing, activation, measurement, and downstream workflows.
• Cross-platform integration: Coordinate overlap between consumer and trade platforms to identify shared dependencies, duplication, sequencing conflicts, and integration opportunities.
• Tower and stakeholder alignment: Partner with tower leads, CX Operations, Journey Framework, Workfront Platform Owner, IDT, LEX, and Compliance to bring the right decision depth into platform discussions.
• Decision framing and escalation: Own the CX business position on platform changes, including recommended sequencing, trade-offs, dependencies, escalation needs, and adoption considerations.
• Automation and AI use-case governance: Lead intake, prioritization, and business framing for automation and AI use-case backlogs, partnering with LEX and Compliance to establish governance rails and human-in-the-loop standards.
• Operational adoption: Support automation delivery into tower workflows, ensuring new capabilities are operationally viable, clearly defined, and adopted by impacted teams.
• Platform evaluation and risk management: Partner with IDT on tool evaluation, platform fit assessment, business requirements, implementation considerations, capability gaps, workflow impacts, and adoption barriers.
• Governance and compliance: Ensure platform strategy and execution comply with company policies, governance expectations, data standards, and applicable regulatory requirements.

What are we looking for?

• Bachelor’s degree required, with a degree in Marketing, Business, Information Systems, Technology Management, or a related field preferred; 5+ years of experience in marketing operations, marketing technology, digital transformation, platform strategy, product ownership, or related business functions.
• Strong business translator who can connect platform decisions to marketing strategy, CX workflows, consumer engagement, and operational outcomes; ability to simplify technical complexity into clear business implications, decision points, recommended actions, and leadership-ready narratives; strong communication and business translation skills.
• Strong understanding of marketing technology, workflow platforms, consumer data platforms, campaign orchestration, and activation ecosystems, with familiarity with marketing technology platforms, campaign orchestration, consumer data platforms, workflow management tools, or digital activation ecosystems.
• Demonstrated ability to assess platform changes across multiple workstreams, channels, teams, and business processes; demonstrated ability to evaluate business impacts across workflows, channels, data dependencies, and operational teams.
• Portfolio management mindset with the ability to identify dependencies, sequencing considerations, risk areas, and cross-platform impacts; strong project management, prioritization, decision-framing, and follow-through skills.
• Strong stakeholder management and influencing skills across business, technology, legal, compliance, and operational teams; experience working with cross-functional technology, business, and operations teams to define requirements, prioritize needs, and support platform delivery; collaborative leadership style with the ability to bring the right subject matter experts into the right decisions at the right time.
• Experience supporting platform change, automation, AI-enabled workflows, capability deployment, or operating model transformation preferred; strong judgment in evaluating automation, AI use cases, governance needs, human oversight requirements, and operational readiness.
• Comfort operating in ambiguity, balancing competing priorities, and navigating complex governance environments in fast-moving transformation efforts; ability to operate with discretion, sound judgment, and a governance mindset in complex business environments; experience in fast-moving consumer goods and/or regulated industries preferred

WE ARE REYNOLDS AMERICAN—A member of the BRITISH AMERICAN TOBACCO GROUP

At Reynolds American, we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at REYNOLDS AMERICAN.

BELONGING, ACHIEVING, TOGETHER

Collaboration and teamwork underpin everything we do here at Reynolds American. We know that collaborating with colleagues is what makes us stronger and best prepared to meet our business goals.

SALARY AND BENEFITS OVERVIEW

Benefit Information

The following is a general summary of the competitive compensation and benefit plans we offer:

• 401(k) plan that offers opportunity to save on pre- and post-tax basis up to 50 percent of eligible compensation.

  • Company matches 100 percent of employee pre-tax/Roth (401k) contributions up to six percent
  • Company contributes an additional three percent to 401(k) whether employee participates or not

• Comprehensive health- and welfare-benefits package (including medical, dental, vision, and prescription drugs)

• Health Savings Account start-up contribution for employees who elect the high deductible health plan

• Flexible spending accounts for both Health Care and Dependent Care allowing employee to use pre-tax dollars to pay for qualified expenses during the calendar year

• Employee assistance program offering 8 free counselling sessions, per issue, each calendar year for employees and their dependents

• Company paid life insurance of 1x annual base pay ($50,000 minimum)

• Company paid accidental death or dismemberment insurance of 2x annual base pay ($50,000 minimum)

• Voluntary insurances offered at group rates: employee and dependent life insurance, AD&D insurance, critical illness, accident coverage, disability buy-up, and auto & home insurance

• Tuition reimbursement and student loan support

• Dependent Scholarship Programs

• Free confidential personal financial counselling service

• On-site health centers and 24/7 fitness centers at certain company locations

• A charitable giving matching grants program that enables employees to direct and double their donations to qualifying charitable organizations of their choice

• Health-care concierge service

• Volunteer service opportunities

• Extensive training opportunities

• Company vehicle for eligible employees

• Mobile phone allowance for eligible employees

• Paid Leave:

  • Sick and Personal Time (exempt employees may be excused with pay for brief absences; non-exempt employees receive up to 6 days)
  • Vacation (levels Below Senior Director receive 15 days (pro-rated during first year of service); Senior Director and Officers receive 25 days (pro-rated during first year of service)).
  • Holidays (Nine company recognized and two annual personal holidays to be used at the employee’s discretion)
  • Paid Parental Leave + temporary reduced work schedule opportunity
  • Funeral Leave
  • Short-Term Disability Leave
  • Long-Term Disability Leave
  • Jury Duty Leave
  • Military Leave
  • Released Time for Children’s Education
  • Community Outreach Leave
  • Other paid leave benefits, as required by state or local law

• Your journey with us is not limited by boundaries; it is propelled by your aspirations. Join us at Reynolds American and become a part of an environment that thrives on internal advancement, where your career progression is not just a statement – it is a reality, we are eager to build together. Seize the opportunity and own your development; your next chapter starts here.

• You will have access to online learning platforms and personalized growth programs to nurture your leadership skills.

• We prioritize continuous improvement within a transformative environment, preparing for ongoing changes.

Our organization offers a level of challenge, responsibility, and creativity for motivated employees who want to grow their careers. We are also committed to valuing different perspectives, experiences, and talents to improve the company's potential for optimally achieving its business objectives!

Reynolds American Inc. and its affiliated companies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law. Only applicants requiring reasonable accommodation for any part of the application and hiring process should contact us directly via email [email protected]

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Our Values

At Reynolds, our values show us the way to bring our purpose to life. Serving as our compass, they navigate every aspect of our path towards A Better Tomorrow™ defining how we innovate, grow, and achieve success while setting high standards for individual achievement and collective progress. Rooted in integrity and collaboration, they empower us as pioneers of change in a world that never stands still ensuring we shape Reynolds' legacy with confidence and purpose.

• Truly inclusive
• Do the right thing
• Love for our consumer
• Passion to win
• Empowered through trust
• Stronger together

Why Reynolds?

In the U.S., where innovation and resilience drive our workforce, Tomorrow Can’t Wait at Reynolds reinforces our commitment to empowering employees to grow, thrive, and make an impact. It's one of the many reasons we have been named as a Global Top Employer for the eighth consecutive year.

Care

We genuinely care. We want our people to succeed. From tailored benefits to flexible working, we look after our people across the world. Creating an environment where everyone can be their unique selves, value different perspectives and celebrate success together. Because when people feel they truly belong, amazing happens.

Growth

We embrace growth. Empowering our people with resources to learn and develop. As a truly global business, the scale and scope of opportunity is boundless. Giving them the platform to grasp opportunities to succeed in BAT and their careers. Enabling them to maximize their potential working alongside the brightest minds, collaborating across continents. The potential for success is as limitless as your ambition.

Transformation

We're on a journey to alter the course of the industry and build a smokeless world. With substantial investments every year to drive innovation, to reduce harm and increase sustainability. Moving us closer to our goal. To get there, we need go-getters, problem-solvers, change-drivers. No matter your role, your work will fuel our progress. Seizing every opportunity, you'll push yourself to make positive changes that will impact the world for generations to come.

Take Control of Your Future with Reynolds

At Reynolds, we’re committed to more than just jobs, we’re dedicated to purposeful careers.

We believe that everyone has a place in our organization.

Whether you are seeking mentorship, diversifying your experience through international assignments or embracing innovative work methods, we’re here to propel your career aspirations and unleash your full potential.

We believe in you.

Join us at Reynolds, where purpose meets possibility, and your career story unfolds.

Benefits

At our core, we understand your best work happens when you feel fully supported. Our meticulously

designed reward and benefits package are shaped to acknowledge your contributions and to magnify

your impact. As you grow, so do we.

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Social Wellbeing

Emotional Wellbeing

Physical Wellbeing

Financial Wellbeing

Social Wellbeing

Wellbeing is better when it’s shared. Benefits that foster a sense of community and connection among employees. The more time we make to give back and share what it means to live well with the communities around us, the closer we’ll be to them. We encourage positive social interactions inside and outside BAT, enhance collaboration, and create a supportive work environment where employees feel valued and connected.

Emotional Wellbeing

Balancing work and life to help you recharge and stay resilient. Benefits and initiatives that are designed to bolster our employees' mental health. At BAT we're fostering a culture of to help our employees to better manage life’s pressures and build resilience, no matter what life throws your way.

Physical Wellbeing

Good health is the cornerstone that allows everything else in our lives to align. Benefits that support our employees' physical health, expand coverage where needed it and promote healthy lifestyles, reducing stress and boosting overall energy and productivity.

Financial Wellbeing

Peace of mind is priceless, but it shouldn’t cost the earth. Benefits and initiatives designed to assist you in achieving financial stability and security, empowering you to make well informed financial decisions, alleviate financial stress, and enhance your short and long-term prospects.