Customer Experience & Marketing Director

Applications due by February 6, 2026

Goodwill of Colorado

Job Description

Pay: $123,000-$132,000

Work Schedule: Monday - Friday 8am - 5pm; Hybrid work schedule 3 days in office/2 days remote

Full-Time position is eligible for Medical, Dental, Vision, Short Term Disability, Life/Accidental Death and Dismemberment, Flexible Spending Accounts, Long Term Disability, and several voluntary supplemental benefit offerings. In addition, these positions are eligible for paid time off in the form of vacation, sick, holiday, floating holiday, jury duty, and bereavement leave. All employees may also make pre-tax or post-tax (Roth) contributions to our retirement plan - must be 18 years of age to participate.

JOB SUMMARY:

The Director II, Customer Experience and Marketing, will play a critical role in driving our customers and donor experiences. This position requires a creative leader who will obsess over consumer and donor insights. They must understand shopping and donor behaviors and enhance/elevate our customer's experience across all divisions (Retail, Workforce Development/Community Programs, Development, and Business Services). This role requires a strong understanding of not only the retail landscape but also our goods and financial donors and our programs. The Director must have a strong understanding of consumer trends and brand positioning as well as the ability to collaborate cross-functionally and lead a team of retail and donor experience, loyalty programs, public relations, communications, social media, influencer, content strategy and brand marketing. This leader will have oversight of the entire marketing funnel, immersing themselves in the business and constantly looking for opportunities to evolve and improve upon the way we bring our mission to life.

The ideal incumbent will have a deep understanding of customer experience and marketing principles and a proven track record in developing and executing comprehensive successful strategies that drive customer acquisition, engagement, retention, and advocacy. As the Director, you will be responsible for ensuring a seamless and delightful customer experience from awareness to post-engagement engagement. The Director's primary focus will be to develop and execute comprehensive strategies that drive awareness, consideration, decision, action, and loyalty, enhance brand identity and resonance, deepen community engagement, elevate market position, and foster innovation. The Director will guide their team to serve as consultants and strategists for all lines of business and Program and will serve as the customer experience and marketing strategist for the organization. Your team will be responsible for understanding both the art and science of CX (Customer Experience) and marketing, obsessing about data, the business, consumer insights, and creative storytelling.

ESSENTIAL FUNCTIONS:

Strategic Leadership:

• Develop and execute comprehensive strategies that encompass all stages of the customer journey, from awareness and acquisition to retention and advocacy.
• Provide visionary leadership to the organization and the CX team, ensuring alignment with company objectives and goals.
• Provide thought leadership in Marketing and Customer Experience disciplines.
• Serve as a partner to Retail, Program, Development, and Business Services, working collaboratively with each arm to develop strategies that align with their business goals.

Budget Management:

• Build and manage the budget, allocating resources effectively to achieve desired outcomes.
• Ensure cost-effective strategies and tactical executions.

Team Management:

• Lead, mentor, and inspire a team of high-performance professionals, fostering a collaborative and results-oriented work environment.
• Oversee the recruitment, training, and development of team members, ensuring the team's skills and expertise align with the evolving needs of the organization.

Customer Journey Optimization:

• Represent the voice of the customer in a multi-segment, multi-touch marketing environment, leveraging customer insights and trends to drive segment selection, message/offer development, and brand differentiation.
• Analyze customer behaviors, preferences, and pain points to identify opportunities for improving the overall customer journey. Own customer engagement.
• Collaborate with cross-functional teams to implement strategies that enhance customer experience, including website optimization, personalized communication, and engagement.
• Manage and grow customer and goods donations loyalty program, including campaign ideation and loyalty journeys.

Multi-Channel Marketing:

• Provide leadership of Channel Strategy.
• Oversight of multi-channel marketing campaigns to drive customer acquisition, engagement, and retention.

Insights and Innovation:

• Foster a culture of continuous innovation and creative problem-solving within the team.
• Skill in conducting thorough market research to identify trends, customer needs, and potential opportunities.
• Understand and implement agile methodologies for product development, fostering adaptability and responsiveness.

Data-Driven Decision Making:

• Utilize data analytics and customer insights to inform marketing strategies and optimize campaign performance.
• Implement and maximize marketing automation tools to segment audiences, personalize communication, and track customer interactions.
• Proactively identify, evaluate, and implement emerging marketing technologies.

Content Strategy, Social, Influencer, and Public Relations Management:

• Oversight of content strategy that connects the dots across channels for a consistent communication and storytelling experience for customers, maximizing and amplifying consistent brand storytelling.
• Oversight of employee brand training and external consistent brand messaging and visual identity across all marketing materials and campaigns.
• Oversight of social media, influencer, and public relations (PR) strategy that enhances the company's public image, increases brand awareness, fosters positive community engagement, and amplifies the organization's reach and influence.
• Monitor brand perception and reputation, implementing strategies to enhance brand equity, customer trust, and public perception.

Collaboration and Stakeholder Management:

• Collaborate closely with organizational leadership to align marketing efforts with overall business objectives.
• Build and maintain relationships with external partners, agencies, and vendors to enhance the effectiveness of marketing initiatives.
• Champion a customer-and donor-centric approach throughout the organization.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• A Bachelors degree or higher in Business, Marketing, or related field or equivalent combination of education and experience; A Masters degree is preferred

Experience:

• 8+ years of leading retail brand experience (building and implementing strategies showing proven growth).
• 10+ years' experience leading strategic marketing and/or CX teams and driving funnel strategies across channels.
• 5+ years driving content and storytelling strategy.
• 3+ years successfully utilizing location-based marketing tools and strategies.
• Proven experience driving and growing loyalty/membership programs.

Other:

• Demonstrated ability to execute innovative and results-focused marketing programs and campaigns that incorporate marketing best practices.
• Exceptional communication, team leadership, and interpersonal skills.
• Proven track record of developing and executing successful muti-layered marketing programs that drive customer engagement and business growth.
• Proven experience in marketing/CX leadership roles with oversight of PR, research, product development, customer experience, and brand management.
• Strong understanding of digital marketing, advertising, and lead generation.
• Innovative mindset with a keen understanding of industry trends and emerging technologies.
• Excellent strategic planning and project management skills.
• Solid knowledge of HubSpot is preferred.
• Data-driven mindset and strong analytical skills.
• Ability to travel approximately 10% of the time, primarily in Colorado.
• The incumbent will be required and must have the ability to drive for company business*.

*Per auto vehicle insurance carrier requirements: For applicants/employees to qualify for inclusion on the Goodwill driver insurance schedule, for purpose of driving Goodwill fleet vehicles, or for purpose of receiving company mileage reimbursement they must be at least:

• 19 years of age (not engaged in passenger transportation),
• 25 - 70 years of age for all passenger transportation services,
• 21 years of age for CDL.

Applicants/employee will be required to undergo a Motor Vehicle Record (MVR) check and background check; applicants/employees must disclose all moving traffic violations or vehicle crashes (within the last five (5) years)(Note: not all violations are a disqualification for employment and each case will be reviewed by the insurance carrier); must have valid Colorado State driver license; must also be able to operate company vehicle, and adhere to all Federal, State, and local laws governing vehicle operation.

Applicants/employees using their personal vehicle for company business (receiving company mileage reimbursement), must have valid vehicle insurance, valid driver license, and vehicle must be in roadworthy condition.

Goodwill is an Equal Opportunity Employer dedicated to employing qualified individuals including those with disabilities, protected veterans and military spouses.

Goodwill participates in E-Verify. For more information on E-Verify, please contact DHS: 888-897-7781 or www.dhs.gov/E-Verify.

We promote a Safe & Drug-free Workplace.

Physical Requirements

Attachment to Job Description

Job Title: 928 - Director II, Customer Experience & Marketing Dept Number: 9110

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Guide to Physical Requirements:

• Continuously (5-8 hours)
• Frequently (3-4 hours)
• Occasionally (1-2 hours)
• Never

LIFTING: (as defined by ADA)

Heavy: 45 lbs & over - NEVER

Moderate: 15-44 lbs - NEVER

Light: 14 lbs & under - OCCASIONALLY

CARRYING:

Heavy: 45 lbs & over - NEVER

Moderate: 15-44 lbs - NEVER

Light: 14 lbs & under - OCCASIONALLY

PUSHING/PULLING - OCCASIONALLY

REACHING:

Above Shoulder - NEVER

At Shoulder - OCCASIONALLY

Below Shoulder - OCCASIONALLY

TWISTING - OCCASIONALLY

BENDING - OCCASIONALLY

KNEELING/CRAWLING - NEVER

SQUAT - NEVER

CLIMBING:

Use of legs only (stairs) - NEVER

Use of arms & legs (ladders) - NEVER

HEARING - CONTINUOUSLY

VISION:

Visual, close - CONTINUOUSLY

Visual, distant - CONTINUOUSLY

Visual, depth perception - CONTINUOUSLY

HANDS/FINGERS:

Simple grasping - CONTINUOUSLY

Fine Manipulation - CONTINUOUSLY

Repetitive Movements - CONTINUOUSLY

WALKING - FREQUENTLY

STANDING - OCCASIONALLY

SITTING - CONTINUOUSLY

SPEAKING - CONTINUOUSLY

OTHER, please describe - OCCASIONALLY - Driving