Director – Customer Success, Retail Channel Communications

• Create and own the channel communications strategy for Retail and Customer Success
• Architect the future-state operating model and establish standards for reaching frontline teams
• Build an AI-first strategy integrating Retail and Customer Success into a coherent support model
• Lead the end-to-end communications and enablement strategy
• Execute a unified operating model that reduces duplication while supporting channel-specific workflows
• Partner with planning, content, channel communications, and GTC readiness teams on multichannel communications packages, reinforcements, and sales tools
• Rebuild the Customer Success communications and enablement model using AI-enabled ways of working
• Establish the operating rhythm for delivering work to the frontline
• Partner with SVP- and VP-level channel leaders as the accountable voice for the function
• Build and develop a team of leaders and individual contributors
• Drive measurement and continuous improvement through data-driven decisions
• Represent the function in senior forums and drive cross-functional alignment across sales and service

• Bachelor’s degree or four or more years of work experience
• Ten or more years of relevant experience required, demonstrated through work and/or military experience or specialized training
• Communications experience supporting senior executives, strategic partners, and frontline teams
• Experience working in both sales and service organizations
• Experience supporting senior executives, gaining buy-in, and building consensus
• Experience integrating AI or automation into communications or operations
• Experience rebuilding or establishing a function, operating model, or team
• Experience presenting to and influencing senior executives
• Track record of moving an organization from anecdotal to data-driven decision-making
• Passion for innovation, learning, and daily improvement
• Strong people leadership and change leadership
• Bachelor’s degree in Communications, Marketing, Business, or a related field is an additional preferred qualification

Demonstrates expertise in developing and executing channel communications strategies, integrating AI into operations, and leading cross-functional teams. Proven ability to drive data-driven decision-making and influence senior executives while fostering a culture of continuous improvement.

• Channel Communications Strategy
• AI Integration in Operations
• Data-Driven Decision-Making
• People Leadership
• Change Leadership

• Communications Experience
• Operating Model Development
• Team Building
• Sales and Service Experience
• Presentation Skills

• Influencing Senior Executives
• Building Consensus
• Passion for Innovation
• Learning Agility

• Bachelor’s Degree in Communications
• Bachelor’s Degree in Marketing
• Bachelor’s Degree in Business

• Customer Success
• Retail
• Multichannel Communications
• Continuous Improvement
• Cross-Functional Alignment