Director Customer Marketing & Engagement

Director, Customer Marketing & Engagement

This position is Hybrid, working from our Legacy West Support Center located in Plano, Texas, and is expected to be onsite Monday through Wednesday.

At SBH, our purpose is to inspire a more colorful, confident, and welcoming world. We are the leader in professional hair color, selling and distributing professional beauty supplies across 11 countries through our Sally Beauty and Beauty Systems Group businesses. Sally Beauty offers products for hair color, hair care, nails, and skin care to retail customers looking for salon quality products at a value price.

Beauty Systems Group, branded as Cosmo Prof or Armstrong McCall stores, along with its direct sales consultants, sell professionally branded products intended for use and resale by salons to retail consumers.

The Director, Customer Marketing & Engagement is responsible for defining and leading the enterprise customer marketing strategy across Sally Beauty and Beauty Systems Group. This highly visible leadership role drives the vision, governance, operating model, and long-term roadmap for customer engagement, lifecycle marketing, and CRM capabilities across the organization. The Director partners closely with Loyalty, Personalization, Analytics, Technology, Digital, eCommerce, Brand, and Customer Experience teams to create connected customer experiences that drive acquisition, engagement, retention, revenue growth, and customer lifetime value.

• Define and lead the enterprise customer marketing and engagement strategy across Sally Beauty and Beauty Systems Group, ensuring alignment with enterprise growth objectives while supporting unique divisional needs.
• Establish and execute the multi-year roadmap for lifecycle marketing, customer journeys, owned-channel engagement, personalization, and customer marketing capabilities.
• Lead and develop senior customer marketing leaders across multiple business units, establishing strategic direction, priorities, accountability, and performance expectations.
• Create governance structures and operating models that enable effective planning, prioritization, resource allocation, measurement, testing, and execution across customer marketing teams.
• Partner closely with Loyalty, Personalization, Analytics, Technology, Digital, eCommerce, Merchandising, Brand, and Customer Experience leaders to connect strategies and improve customer engagement throughout the customer journey.
• Define enterprise lifecycle marketing frameworks that support customer acquisition, activation, engagement, retention, and reactivation initiatives.
• Establish business priorities and customer marketing requirements that influence loyalty, personalization, customer data, journey orchestration, and marketing technology investments.
• Develop and oversee performance measurement frameworks that evaluate the impact of customer marketing on engagement, retention, loyalty participation, revenue, ROI, and customer lifetime value.
• Identify scalable customer marketing capabilities, cross-business opportunities, and best practices that improve operational efficiency and drive business growth.
• Monitor customer behavior, market trends, competitive activity, and emerging technologies to identify opportunities for innovation and future capability development.
• Serve as the executive voice of customer marketing within strategic planning discussions, providing clear recommendations, insights, and performance updates to senior leadership.

• Bachelor's degree in marketing, Business, Analytics, Communications, or a related field required.
• 10+ years of progressive experience in CRM, customer marketing, lifecycle marketing, customer engagement, digital marketing, or related disciplines.
• Experience with in retail, eCommerce, consumer products, or multi-brand environments preferred.
• 4+ years of leadership experience managing senior managers, leaders, or multi-functional teams.
• Demonstrated success developing enterprise customer marketing strategies and translating them into measurable business outcomes.
• Expertise in lifecycle marketing, customer journey development, segmentation, personalization, automation, testing, and campaign optimization.
• Strong understanding of CRM technologies, marketing automation platforms, customer data strategies, and engagement channels including email, SMS, push notifications, app…