Sr. Director - Customer Experience

As a world leader in delivering effective weight management solutions, Jenny Craig offers a unique program with one-on-one support for our clients. We are masters in weight management, and we believe in what we do - helping as many people as possible experience all the benefits of getting their weight under control through a change in lifestyle. Jenny Craig provides the highest level of customer service & health promotion in a professional, fast-paced work environment.

We are looking for Sr. Director - Customer Experience to join our Marketing team. The successful candidate will be a seasoned, well-rounded marketing leader with an uncompromising commitment to the customer and their values. In addition to being Jenny Craig's biggest customer champion, this role will act as a key executive that is analytically oriented and accountable for delivering business results.

Major Responsibilities:

• Develop integrated customer experience strategy and execution plan that aligns with Jenny Craig's brand strategy.
• Deliver leading-edge online-to-offline customer journeys and experiences that anticipate and exceed the expectations of Jenny Craig's customers, enabling deeper connections and insights.
• Lead Program Innovation initiatives to expand customer base and revenue streams.
• Define and optimize Price and Promotion strategy to maximize client acquisition and retention.
• Leverage customer insights and test-and learn initiatives to grow customer lifetime value.
• Champion Voice of Customer insights throughout organization.
• Serve as Client Experience Project Manager - partnering with IT and other cross functional resources to develop and optimal digital client experience across web, mobile, and app platforms.

Customer Journey Strategy and Management

• Represent the voice of the customer to the organization. Challenge the organization to prioritize the customer experience in each decision.
• Define and clearly communicate an actionable vision for the desired customer experience for each business channel.
• Oversee all customer touch points and collaborate with relevant teams to ensure alignment with desired customer experience. Examples of customer touch points include advertising and sales interactions (online, phone, text, email, direct mail, and in-person), weight loss coaching, food order pick-up or delivery, service phone calls/emails/texts, online customer community interaction, and related website and mobile app experiences
• Define and map key processes across customer touchpoints.
• Identify and pursue opportunities to leverage customer experience to acquire new and returning customers and to increase customer lifetime value.

Online/Offline Customer Experience

• Create brand-enhancing, traffic-driving, conversion-focused initiatives that target and deliver customers.
• Test-and-learn, iterate quickly, and constantly seek out incremental improvement for both the customer experience and ROI.
• Balance proven superior brand capability with strong analytical insights to ensure that the company's omnichannel experiences are cutting edge relative to the competition and a key driver for brand engagement and business growth.
• Partner with the CMO and CIO to create and execute the customer-facing technology roadmap and platform.

Programs, Pricing, & Promotions

• Lead Program Innovation initiatives to expand customer base and revenue streams.
• Define pricing architecture across Jenny Craig programs to be in line with competitive positioning.
• Identify seasonal offers and promotions to drive customer acquisition, engagement, and retention.
• Post promotion assessment, evaluation, and optimization.
• Develop loyalty and top customer programs to engage customers.
• Lead competitive analysis and develop deep understanding of market dynamics to maximize Jenny Craig value proposition.

Customer Lifetime Value Management

• Define relevant customer experience KPIs and establish the processes necessary to measure and report these KPI results on an ongoing basis. Collect relevant qualitative and quantitative data points to establish KPI baselines.
• Establish and communicate KPI targets. Continuously measure and publish KPI results on a customer experience
• Identify key drivers of each customer experience KPI and collaborate with relevant teams to identify and eliminate friction points.
• Enhance customer VIP programs and evaluate new loyalty programming.

Client Experience Project Manager

• Own Client Experience component of our broader digital transformation project with accountability for execution and delivery.
• Write specifications and lead multidisciplinary teams (engineering, design, project management, etc.) to deliver optimal features to our consumers.
• Analyze customer feedback, product analytics and external benchmarking to identify new feature opportunities and make iterative product changes.
• Identify testing opportunities to maximize the impact of content within digital commerce.
• Provide clear, transparent communication about progress, priorities and decision making and what data points are driving the decision making and prioritization of the roadmap.

Qualifications and Skills:

• Bachelor's degree or equivalent combination of education and experience.
• Minimum 10 years of related job experience (e.g., optimizing customer experience).
• Demonstrated track record of customer obsession.
• Must be an independent thinker with a track record of driving transformational change within an established organization.
• Able to set clear direction for teams, collaborate with peers, and motivate them to achieve goals that are part of the broader product vision as well as build consensus amongst the team, helping to reach decisions that stick.
• Strong analytical skills with a proven ability to leverage data to drive continuous improvement.
• Self-directed in execution and require limited supervision in defining product roadmap and little to no oversight in driving execution. You take an active role in defining the product direction relative to the overall product strategy.
• Experience in a retail service or product business preferred.
• Strong ability to influence without formal authority.
• Driven growth through customer insights and implementation of customer data platform.
• Experience in optimizing product features after release through data-driven iteration.
• The ideal candidate will be skilled in scrum/agile development methodologies and tools.

Compensation & Benefits:

• Base wage compensation
• Generous paid time off
• Paid holidays
• Medical/dental/vision insurance
• Flexible spending account (FSA)
• Company-paid long-term disability, basic AD&D, and basic life insurance
• 401(k) w/match
• Employee Assistance Program (EAP)
• Waived Program enrollment fees & food discounts

Company Values

• Driven - Demonstrate a sense of urgency to deliver results. Exhibit resilience in the face of obstacles.
• Customer Centric - Seek to understand our customer and consider the customer first in all decisions. Exhibit a passion for service.
• Collaborative - Build trusting relationships and work together to achieve successful outcomes. Embrace diversity and inclusion as a driver of learning and innovation.
• Agile - Operate nimbly. Quickly adapt and respond to change. Be solution-oriented when navigating through uncertainty.
• Entrepreneurial - EMPOWER employees with freedom and flexibility within our framework to:
  • Exercise an ownership mentality
  • Express and test great ideas for growth and continuous improvement
  • Take calculated risks and accept accountability for outcomes
• Collaborative - Build trusting relationships and work together to achieve successful outcomes. Embrace diversity and inclusion as a driver of learning and innovation.
• Agile - Operate nimbly. Quickly adapt and respond to change. Be solution-oriented when navigating through uncertainty.