Director, CX – Customer Experience

Jellyfish

. Design holistic, multi-channel customer lifecycle strategies spanning acquisition, onboarding, retention, and win-back .

Posted 10/19/2026full-timeNew York City • New York • United StatesLead💰 $120,000 - $180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Expertise in designing and implementing multi-channel customer lifecycle strategies, with a strong focus on CRM and CRO frameworks that enhance customer retention and lifetime value. Proficient in translating data-driven insights into strategic narratives and actionable roadmaps for client engagement.

Highest-signal resume keywords

CRM Strategy DevelopmentCRO Framework ImplementationAudience Segmentation ModelsSalesforce CertificationData-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Lifecycle StrategiesA/B TestingBehavioral AnalysisLifecycle MappingFunnel AnalyticsData VisualizationConversion Rate OptimizationClient Proposal DevelopmentExecutive Presentation SkillsRetention Marketing

Soft Skills

CollaborationStrategic CommunicationClient EngagementCreative Problem SolvingLeadership

Tools & Technologies

Salesforce Marketing CloudMicrosoft Dynamics 365HubSpotOptimizelyVWOGoogle Analytics 4Hotjar

Certifications & Qualifications

Salesforce Certification

Industry Keywords

Digital AgencyConsultancyHigh-Growth MarketingCustomer Lifetime ValueRetention Pathways

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Design holistic, multi-channel customer lifecycle strategies spanning acquisition, onboarding, retention, and win-back
Direct data-driven CRO frameworks using hypotheses, test structures, behavioral analysis, A/B testing, heatmapping, and funnel analytics
Define CRM channel and use case strategies, lifecycle frameworks, and engagement models to maximize retention and customer lifetime value
Build and use CRM blueprints to drive data-driven experiences and journeys
Translate behavioral data, audience segmentation, and testing analytics into executive-level strategic narratives and actionable client roadmaps
Serve as subject matter expert in organic pitches and strategic business pursuits
Articulate CRM and CRO visions to win new accounts and expand existing client engagements
Partner with technical and analytics SMEs to evaluate, implement, and leverage marketing technology platforms
Build roadmaps to value
Connect conversion mechanics with CRM retention pathways to deliver cohesive digital experiences

Requirements

What you’ll need

7+ years of experience leading CRM, retention marketing, and CRO strategies within a digital agency, consultancy, or high-growth marketing environment
Proven track record developing audience segmentation models, lifecycle mapping, and full-funnel experience strategies that measurably drive conversion rates and Customer Lifetime Value (CLV)
Salesforce certification
Broad working knowledge of Salesforce Marketing Cloud, Microsoft Dynamics 365, HubSpot, Optimizely, VWO, Google Analytics 4, and Hotjar
Demonstrated experience contributing to new business pursuits, leading client presentations, and packaging strategic services into compelling client proposals
Ability to synthesize quantitative behavioral data and qualitative insights into high-impact visual stories and executive presentations
Comfortable collaborating across media, creative, engineering, and data analytics teams
Bachelor’s degree in Marketing, Business, Analytics, Communications, or equivalent practical experience