Senior Manager CX Platform Strategy & Transformation

Reynolds American is evolving into a global multi-category business. Our purpose is to create A Better Tomorrow™ by Building a Smokeless World.

To achieve our ambition, we are looking for colleagues who are ready to join us on this journey. Tomorrow can’t wait, let’s shape it together!

REYNOLDS AMERICAN has an exciting opportunity for a Senior Manager CX Platform Strategy & Transformation in Winston Salem

As Senior Manager – Platform Strategist, you will serve as the business-side single point of contact across key marketing technology and platform transformation efforts within Consumer Experience. This role will translate CX needs into clear platform requirements, priorities, sequencing recommendations, and business impacts across IDT and cross-functional partners.

You will hold the portfolio-level lens across consumer platforms, identifying cross-channel dependencies, business impacts, sequencing risks, and opportunities for improved integration that individual channel leads may not be positioned to see. As a key member of the CX Strategy & Governance team, you will help ensure platform changes are evaluated through a business, operational, adoption, and governance lens.

This is a high-impact role for a strategic, technically fluent, and commercially minded operator who can simplify platform complexity, connect technology decisions to business outcomes, and support scalable platform evolution, automation delivery, AI use-case governance, and human-in-the-loop operating standards.

• Platform strategy and business ownership:
  Serve as the business-side single point of contact for platform strategy, platform change requests, and technology decisioning across CX.
• CX requirements translation:
  Represent CX business needs, priorities, and operating requirements in platform discussions with IDT and technology partners.
• Portfolio-level impact assessment:
  Develop cascade analysis for major platform changes, identifying impacts across segmentation, journey orchestration, briefing, activation, measurement, and downstream workflows.
• Cross-platform integration:
  Coordinate overlap between consumer and trade platforms to identify shared dependencies, duplication, sequencing conflicts, and integration opportunities.
• Tower and stakeholder alignment:
  Partner with tower leads, CX Operations, Journey Framework, Workfront Platform Owner, IDT, LEX, and Compliance to bring the right decision depth into platform discussions.
• Decision framing and escalation:
  Own the CX business position on platform changes, including recommended sequencing, trade-offs, dependencies, escalation needs, and adoption considerations.
• Automation and AI use-case governance:
  Lead intake, prioritization, and business framing for automation and AI use-case backlogs, partnering with LEX and Compliance to establish governance rails and human-in-the-loop standards.
• Operational adoption:
  Support automation delivery into tower workflows, ensuring new capabilities are operationally viable, clearly defined, and adopted by impacted teams.
• Platform evaluation and risk management:
  Partner with IDT on tool evaluation, platform fit assessment, business requirements, implementation considerations, capability gaps, workflow impacts, and adoption barriers.
• Governance and compliance:
  Ensure platform strategy and execution comply with company policies, governance expectations, data standards, and applicable regulatory requirements.

• Bachelor’s degree required, with a degree in Marketing, Business, Information Systems, Technology Management, or a related field preferred; 5+ years of experience in marketing operations, marketing technology, digital transformation, platform strategy, product ownership, or related business functions.
• Strong business translator who can connect platform decisions to marketing strategy, CX workflows, consumer engagement, and operational outcomes; ability to simplify technical complexity into clear business implications, decision points, recommended actions, and leadership-ready narratives; strong communication and business translation skills.
• Strong understanding of marketing technology, workflow platforms, consumer data platforms, campaign orchestration, and activation ecosystems, with familiarity with marketing technology platforms, campaign orchestration, consumer data platforms, workflow management tools, or digital activation ecosystems.
• Demonstrated ability to assess platform changes across multiple…