Customer Experience Director, Walmart

Customer Experience Director, Walmart

Bentonville, United States

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Own the business, not just the sale.

Commercial roles here go far beyond a standard sales pitch. You will operate in a true O+O (Offline + Online) environment, connecting physical shelves with digital carts across everything from mass market to luxury boutiques and social commerce. The expectations are high: you will negotiate directly with major retailers, take early ownership of your strategy, and manage a real P&L (Profit and Loss). If you want to build sharp omnichannel skills and see your decisions directly impact how the world buys our iconic brands, this is where you do it.

Skills youll sharpen here

• Business opportunities identification
• P&L management
• Sustainable business model design
• Negotiation
• Activation excellence
• Omnichannel experience design

As well as these, LOréal employees are upksilled in AI fluency, data fluency, and critical thinking.

How we do business?

• You won't be boxed into a single channel.

You'll navigate a massive Offline plus Online (O+O) ecosystem, from mass retail and pharmacies to luxury boutiques and e-commerce, working alongside Marketing to connect physical shelves to digital carts..

• Expect early ownership and a steep learning curve.

You won't sit on the sidelines. You will manage real budgets, drive live negotiations, and deliver immediate business impact. To back you up, our Commerce University will arm you with the exact omnichannel skills needed to thrive here.

Customer Experience Director, Walmart

Bentonville, Arkansas, United States

General Information:

Title: Director - Customer Marketing - Walmart

Team: CPDCommercial

Location: Bentonville, AR

Who We Are:

For more than a century, L'Oréal has devoted its energy, innovation, and scientific excellence solely to one business: Beauty. Our goal is to offer each and every person around the world the best of beauty in terms of quality, efficacy, safety, sincerity and responsibility to satisfy all beauty needs and desires in their infinite diversity.

At LOréal Consumers Products, our mission is to democratize the best of beauty, and for us, beauty has to be sustainable. Our division holds the world's #1 beauty brand with L'Oréal Paris, the #1 makeup brand with Maybelline New York, the #1 natural brand with Garnier, as well as NYX Professional Makeup.

Mission and defining characteristics:

The Director, Customer Marketing - Walmart translates brand ambition and Walmart priorities into integrated customer strategies and omnichannel experiences that accelerate category and brand growth. Serving as the strategic bridge between Brand Marketing, Sales, eCommerce, Media and Walmart, this leader develops differentiated customer-first plans, activates them across the full shopper journey, and turns insights and performance into scalable growth opportunities.

This role has dual accountability: (1) lead customer marketing strategy and omnichannel activation for assigned brands; and (2) lead Digital Commerce & Content as a horizontal capability across the Walmart Customer Marketing team. The Director is a strategic owner and integrator-not the day-to-day operator of item setup or content syndication.

Key Responsibilities

1 | Drive Customer Strategy and Portfolio Growth

• Own the customer marketing agenda for assigned brands, translating national brand priorities, Walmart shopper insights and category opportunities into differentiated annual and seasonal omnichannel plans.
• Partner with Customer Team Leads and Brand Marketing on activation planning, gap closure, exclusives, hero SKU strategies and post-line-review activation; connect plans to sales, share and household growth.
• Bring Walmart customer and shopper insights upstream to shape stronger brand, launch and commercial decisions.

2 | Orchestrate Integrated O+O Activation

• Lead the development of Walmart-specific 360° activation plans spanning shelf, display, search, digital experiences and retail media, with a consistent brand and shopper story.
• Connect internal and external partners around one customer plan; lead creative and agency briefs, strategic meetings and post-activation performance reviews.
• Partner with Sales on display vision and launch plans; Sales retains merchant execution, item/SKU selection, quantities and availability ownership.

3 | Lead Digital Commerce & Content Transformation

• Set the cross-portfolio digital shelf and content strategy, including search and SEO alignment, PDP excellence, hero content, brand shop/shelf vision, catalog governance and BOPIS/pickup opportunities.
• Advance next-generation discovery and conversion opportunities-including AI search, GEO/AEO, virtual try-on and richer shopper experiences-prioritizing initiatives with commercial impact.
• Establish digital content standards, performance insights and governance; direct and audit agency/operational execution rather than personally managing syndication, asset uploads, variants or item setup.
• Upskill the broader commercial organization, share best practices and influence Walmart digital experience opportunities through cross-functional partnership.

4 | Accelerate Performance and Investment Effectiveness

• Develop actionable performance narratives using market share, digital penetration, retail media ROAS, content/discoverability measures and activation results; recommend optimizations and scale what works.
• Partner with Walmart Connect, internal media partners and agencies to align retail media, search priorities and shopper activation to brand and commercial objectives.
• Lead agency performance and activation investment recommendations in partnership with the Customer Marketing Lead; leverage team support for financial trackers, POs, logistics and reporting administration.

5 | Influence, Connect and Lead

• Build trusted relationships with Walmart partners, Sales, Brand Marketing, eCommerce, Media, Finance, Operations and external agencies; influence without direct authority in a highly matrixed environment.
• Act as the customer marketing integrator for assigned portfolio decisions, elevating cross-category and major investment trade-offs to the Customer Marketing Lead.
• Model entrepreneurial thinking, collaboration and operational discipline; develop repeatable playbooks and capabilities that strengthen the entire Walmart Customer Marketing organization.

Accountabilities / Measures of Success

• Assigned portfolio brand and category sales/share growth and quality of integrated activation
• Digital penetration, discoverability and conversion progress across priority franchises
• Retail media effectiveness and post-activation learning, including ROAS where applicable
• Digital shelf/content quality and launch speed-to-market, delivered through accountable partners
• Cross-functional alignment, Walmart relationships and adoption of scalable digital capabilities

QUALIFICATIONS:

• CPG marketing expertise; Beauty experience - a plus
• 6+ years' experience in leading and developing data strategies, specific to consumer behavior and eCommerce market growth
• BA/BS degree required. MBA a plus.
• Knowledge of most current digital technologies, trends, and tools
• Expertise in the eRetail environment specific to CPG and/or FMCG
• Ability to influence at the most senior levels of leadership both internally within a highly matrixed organization and external organizations in both in-person and remote environments
• Proven track record of converting data-driven analytics to gain consumer insights, drive targeted digital campaigns, optimize user experience, and drive conversion
• Attention to detail, high-performance orientation, and creativity in problem-solving
• Passionate about digital; you are continuously a student of your industry, pursuing knowledge, best practices, competitive landscape and staying on top of trends.
• Highly motivated individual with an entrepreneurial spirit and ability to work independently, while also able to build strong internal relationships and consensus on initiatives
• Strong analytical mind with process orientation
• Strong written and verbal communication and presentation skills
• Highly organized with proven multi-tasking ability
• Reference number: 258677
• Location: Bentonville, United States
• Date posted: 10/19/2026
• Employment type: Full-time
• Professional field: Commerce
• Type of contract: Permanent
• Sales Administration

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AI Charter: our pact

Why a Pact? At L'Oréal, innovation has been in our DNA for over 115 years. As we invent the future of beauty, we see Artificial Intelligence as a powerful co-pilot, with the firm belief that technology must always serve people. This pact is our commitment to you: we want to be transparent about how we use AI during the recruitment journey, and we invite you to use it in a way that showcases your unique talents. Above all, we believe in a journey that is ethical, transparent, and human.

View our AI Charter (opens in new window)

What our people say

Commerce here moves fast, but you have total autonomy. You can go deep as an RGM expert or go broad across divisions and business models. You build the path you want.

Adam, Chief Growth Officer - Luxe, SAPMENA

What we bring to the table

Please note: The exact benefits can vary depending on your country.

• A Competitive Salary to Secure Your Talent

Our Share & Care commitment ensures you receive a competitive monthly salary that stands out locally, recognizing your contribution to our success.

• Your Health & Well-being First

Youll have access to medical coverage and a range of wellness resources, including mental health support, to ensure you feel your best.

• Unlock Your Potential

From day one, you get full access to our global learning platform with over 10,000 courses to build the skills for your future career.

• Flexibility for a Balanced Life

Find your perfect balance. We offer a hybrid work model and flexible arrangements, so you can manage your professional and personal life effectively throughout your career.

• The Ultimate LOréal Experience

Get generous discounts on our entire portfolio of iconic brands and be the first to try our latest product innovations.

• Thriving Community

Enjoy a dynamic work environment designed for connection and growth. From modern, collaborative offices to exciting social events, youll be part of an ultra-connected network.

Think you'd be a great fit? We'd love to see you apply.

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