Senior Director, Customer Experience

About Us

Founded in 1908, Merz is a successful, family-owned specialty healthcare company with a rich history. As a leading global aesthetics business, our award-winning portfolio of injectables, devices, and skincare products empowers healthcare professionals to enhance confidence through aesthetic medicine. Our purpose is to fuel confidence by helping people look better, feel better, and live better. We believe you do not have to choose between living life and making a living. Live your best life with Merz Aesthetics.

Must reside in Raleigh, NC

A Brief Overview

The Director of Customer Experience is responsible for the strategic leadership, evolution, and performance of two enterprise loyalty programs, overseeing loyalty program technology platforms, promotions strategy, and the digital engagement and CRM marketing technology ecosystem. This role partners closely with Marketing, Sales, Finance, IT, and external vendors to deliver scalable, data-driven loyalty experiences that drive engagement, retention, and portfolio revenue growth.This leader blends customer strategy, marketing technology, analytics, and operational excellence to create next-generation loyalty programs that deepen provider and consumer relationships while enabling measurable business impact.

What You Will Do

• Leadership & Program Ownership

• Lead and develop a high-performing loyalty and engagement team responsible for the execution and evolution of two enterprise loyalty programs.

• Own end-to-end accountability for loyalty strategy, operations, performance, and continuous optimization.

• Serve as a key member of the North America Marketing Leadership Team, ensuring loyalty strategy alignment across brand, portfolio, and commercial initiatives.

• Drive change management and organizational adoption of new loyalty capabilities, platforms, and engagement models.

• Loyalty Program Strategy & Promotions

• Define and evolve the strategic vision for both loyalty programs, including value proposition, tiering, benefits, promotions, and engagement mechanics.

• Oversee the development and execution of promotional strategies that drive incremental engagement, cross-portfolio participation, and revenue growth.

• Identify monetization and partnership opportunities while balancing member value, financial liability, and ROI.

• Ensure programs remain competitive by incorporating industry best practices, emerging loyalty models, and consumer expectations.

• Loyalty Technology Platform & Roadmap Development

• Own the loyalty technology roadmap, including platform capabilities, feature prioritization, integrations, and scalability. Partner with internal technology teams and external vendors to deliver platform enhancements on time and within scope.

• Ensure seamless tracking of spend, rewards, engagement, and member behavior across loyalty ecosystems.

• Champion a frictionless, user-centric experience across web, mobile, and integrated digital touchpoints.

• Digital Engagement & CRM Technology Leadership

• Provide strategic partnership to the digital execution teams to support the digital engagement marketing technology stack, including CRM, marketing automation, data integrations, and analytics tools

• Ensure loyalty programs are fully integrated with CRM systems to enable personalization, segmentation, lifecycle marketing, and journey orchestration.

• Collaborate with IT, data, and marketing teams to define requirements for data architecture, insights, and activation.

• Drive the use of customer and engagement data to inform testing strategies, personalization, and continuous improvement

• Customer Journey Experience Management

• Own the end-to-end provider and consumer loyalty journeys across all touchpoints.

• Ensure consistent, on-brand experiences across digital, CRM, and promotional communications.

• Leverage insights and experimentation to optimize journeys, increase engagement, and strengthen brand loyalty.

• Analytics, Reporting & Performance Management

• Define KPIs and success metrics to measure program performance, engagement, and financial impact.

• Partner with Finance and Analytics teams to model ROI, forecast liability, and assess program risk.

• Translate insights into actionable recommendations and roadmap enhancements.

• Oversee reporting and dashboard development using BI tools (e.g., Tableau, SQL-based reporting, MS Suite).

• Vendor & Operational Management

• Manage external vendors, consultants, and technology partners supporting loyalty, CRM, and engagement platforms.

• Ensure strong governance, documentation, and operational processes to support program stability and scalability.

Minimum Requirements

• Bachelors degree in marketing, Technology or comparable field
• 12+ years of relevant work experience
• Knowledge of Salesforce core platforms

Preferred Qualifications

• Bachelors Degree Marketing, Technology or related professional experience
• Experience leading loyalty programs
• Experience in finance or as a P& L owner

Technical & Functional Skills

• Experience in Customer Journey Management
• Experience in Marketing Technology implementation
• Strong MS Office Skills & ability to utilize standard AV and digital systems
• Excellent communication skills in verbal and written form
• Experience in Customer Journey Management
• Experience in Marketing Technology implementation
• Experience Managing teams, leading people
• Experience leading through stakeholder management and influence
• Experience leading innovative technology and advancing new strategic direction
• Experience with P&L Management
• Experience in medical aesthetics or pharmaceuticals
• Experience in marketing in B2B2C