Director of Customer Strategy

Reynoldsburg, OH, United States

Director of Customer Strategy

Brand: Bath & Body Works

Location: Reynoldsburg, OH, US

Location Type: Hybrid

Job ID: 04BCW

Job Area: Marketing

Employment type: Full-time

Description

At Bath & Body Works, everyone belongs. We are committed to creating a diverse, equitable and inclusive culture focused on delivering exceptional fragrances and experiences to our customers. We focus on recruiting, retaining, and advancing diverse talent where our associate population is as diverse as the communities we serve, live and work. In addition, we work to improve our communities and our planet in a way that will make us proud for years to come because we believe the world is a brighter, happier place when everyone has access to the things that make them happy.

Summary

The Director of Customer Strategy provides thought leadership, growth strategies, operating frameworks and action plans designed to build customer health and engagement with Bath & Body Works. This role serves as a visible & vocal advocate for the customer experience, both within marketing and in deep collaboration with key business stakeholders. This position will lead and heavily influence acquisition, onboarding, personalization, retention, & re-engagement strategies and roadmaps, engaging appropriate internal partners and third-party providers to enable quantifiable customer growth success.

Responsibilities

Business lead for the customer strategy function; customer strategy is accountable for delivering enterprise value through the defining of, sizing of and actioning against the most profitable customer & prospect segments in support of business growth goals and objectives.

Develop, socialize, and operationalize standardized customer frameworks including customer journey, customer segmentation, personalization, life stages, personas, etc.; leverage frameworks to drive alignment and activation across shopping channels.

Partner with key stakeholders to develop enterprise-focused acquisition, retention and engagement strategies grounded in customer, consumer and market landscape insights.

Partner with Analytics / Data Science team to ensure analytical rigor in customer-related decision making and long-term roadmap planning.

Engage with influence to impact agile digital product team(s) roadmaps and backlogs.

Support the evolution of BBWs approach to building & fostering customer relationships through optimized CX experiences that influence customer spend & drive share of market expansion.

Support the evolution to customer health analysis, tracking, and reporting (e.g., advancing dashboard capabilities) to help embed customer data in organizational decision-making.

Lead the strategic development of end-to-end customer journey mapping, meaningful personalization opportunities and other “moment-of-truth” engagement points in-store, online or via the Bath & Body Works App.

Develop and deliver materials for senior audiences around customer strategy wins, opportunities and actions (e.g., executive leadership, investors, brand partners, board of directors, etc.)

Other duties as assigned.

Bath & Body works is proud to offer a competitive, performance-based compensation and benefits package to our eligible associates. Benefits include a merchandise discount, a no cost mental health and well-being program, health coverage with a variety of plans to choose from, and flexible and affordable saving programs. We also offer flexible scheduling and opportunities for paid time off. Visit bbwbenefits.com for details.

Qualifications

Qualifications & Experience

10+ years of relevant experience in strategy role aimed at driving demonstrated impact on consumer-led business growth imperatives.

Understanding of vertically integrated retailers a plus, but not required.

Demonstrated ability to think strategically by converting disparate sources of information & data into effective North Star strategies & clear narratives that get results across the business.

Ability to “bring the customer to life” and link customer insights to strategy and financial plans through strong interpersonal and communication skills with a bias for action.

Impactful storytelling & presentation skills that further education, alignment, and drive action!

Exceptional ability to foster cross-functional relationships in a highly matrixed environment.

Demonstrated ability in influencing change and ability to push back on the status quo through purposeful creative questioning across all levels of the organization.

Self-starter focused on results and has strong track record of accountability and impact across strategy and execution.

Ability to lead cross-functionally and build influence across hierarchy levels on high impact, high-visibility corporate strategies.

Education

BA/BS degree in Business, Marketing, or related field; MBA preferred

Core Competencies

Lead with Curiosity & Humility

Build High Performing Teams for Today & Tomorrow

Influence & Inspire with Vision & Purpose

Observe, Engage & Connect

Strive to Achieve Operational Excellence

Deliver Business Results

Benefits

We invite you to join Gingham Nation, where we invest in our associates through competitive compensation, benefits, and development opportunities, so they can continue to be their best at work, at home, and in their communities. Benefits offered to our eligible associates include a no cost mental health and well-being program, health coverage with a variety of plans to choose from, flexible and affordable saving programs, paid time off and a merchandise discount. Visit bbwbenefits.com for details.

View Benefits Information (https://careers.bathandbodyworks.com/en/about-us/benefits/)

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required.

We are an equal opportunity and affirmative action employer. We do not make employment decisions based on an individual’s race, color, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, marital status, pregnancy, genetic information, protected veteran status or any other legally protected status, and we comply with all laws concerning nondiscriminatory employment practices. We are committed to providing reasonable accommodations for associates and job applicants with disabilities. Our management team is dedicated to ensuring fulfillment of this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, associate activities and general treatment during employment. We only hire individuals authorized for employment in the United States.

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