Dir Customer Experience; Digital

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Uncap Your Potential at America's Largest Coca-Cola Bottler — Pour Your Passion into Purpose!

We're more than beverages—we're building meaningful careers and vibrant communities. Join our team where your talent meets purpose, and every teammate directly shapes our success.

• Career Growth: Clear pathways to advance and develop your career
• Competitive Benefits: 401(k) match + health coverage + employee stock purchase plan
• Purpose-Driven: Create meaningful impact in the communities you serve
• Professional Development: Dedicated training + personalized mentorship

Join us - your refreshing new chapter starts here!

The Director of Digital Commerce, Loyalty & Customer Experience manages Coca-Cola Consolidated's digital customer ecosystem, customer loyalty programs, feedback programs, and Customer Experience (CX) work that helps customers place orders, receive support, and use these services.

The Director sets priorities, oversees a portfolio of digital capabilities that drive customer acquisition, engagement, retention, loyalty, and revenue growth, and measures customer use, sales, and satisfaction for products and programs. The role combines strategic leadership, product management, customer experience design, and commercial execution to create a seamless, data-driven experience across all customer touchpoints.

The Director partners closely with Sales, Marketing, Operations, Technology, Data & Analytics, Coke One North America (CONA), and other external partners to launch improvements, resolve issues, increase customers’ use of digital tools, deepen customer relationships, and deliver measurable business value.

• Lead the strategy, roadmap, and performance of Coca-Cola Consolidated's digital commerce platform, driving customer adoption, revenue growth, operational efficiency, and continuous innovation.
• Develop and execute digital commerce, loyalty, and customer experience strategies that strengthen customer engagement, retention, and long-term commercial growth.
• Partner cross-functionally with Sales, Marketing, Operations, Technology, and external stakeholders to enhance end-to-end customer journeys and deliver scalable business solutions.
• Leverage customer insights, analytics, and market best practices to identify growth opportunities, personalize experiences, and optimize digital and loyalty program performance.
• Oversee customer experience and Voice of Customer programs, translating feedback and journey analysis into actionable improvements that increase satisfaction, retention, and advocacy.
• Establish and monitor KPIs across digital commerce, loyalty, and customer experience initiatives, providing data-driven recommendations that improve business performance and customer value.
• Lead, develop, and empower a high-performing team while implementing governance, cross-functional collaboration, succession planning, and organizational development strategies.
• Other duties as assigned

• Experience with a DSD environment and an understanding of CCCI go-to-market strategies for Sales and Equipment Service Operations.
• Demonstrated ability to influence cross-functional leaders and customers at all organizational levels to drive action through teams the role does not directly control.
• Strong analytical and root-cause problem-solving skills, with the ability to interpret customer and operational data to drive decision-making.
• Proficient written and oral communication skills, with transparent communication when making critical decisions that impact teammates, the contact center, customers, and business partners.
• 3+ years of experience with MS Office 365, specifically Word, Excel, and PowerPoint.