Essential Function
The Director, Customer Marketing Solutions & Strategy is a senior leader within the Customer Marketing organization responsible for shaping and enabling the tools, data, capabilities, and solutions that drive customer engagement, personalization, and marketing performance. This role ensures that the Customer Marketing team has the tools, insights, and technical expertise required to operate efficiently, innovate quickly, personalize at scale, and deliver measurable business impact as well as ensure that technology and capability decisions, requirements, and solution designs are rooted in customer strategy and real-world marketing execution needs.
(This position is hybrid working 3 days a week in our Support Center in Plano, TX, (Legacy West)
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Primary Duties
Marketing Technology Ownership
Serve as Customer Marketing’s primary owner and expert for Salesforce Marketing Cloud, including administration, architecture, configuration, and performance optimization.Lead the design, enhancement, and governance of marketing tools, integrations, and data flows required to support sophisticated customer engagement strategies.Maintain deep expertise in customer marketing data structures, segmentation practices, identity resolution, and personalization logic.Solution Delivery & Execution
Drive end-to-end delivery of marketing solutions, including capability enhancements, data integrations, new feature rollouts, and platform optimizations within Salesforce Marketing Cloud and across other Salesforce Cloud products.Translate marketing strategies into detailed functional requirements that guide IT development, integration work, and platform enhancements.Provide test use case input, lead user acceptance testing, and validate the accuracy and completeness of IT-delivered solutions before launch.Develop scalable processes, documentation, and best practices that elevate Customer Marketing’s technical maturity and efficiency.Strategic Marketing Enablement
Define and evolve the long-term MarTech and capability roadmap for Customer Marketing, ensuring alignment with business goals and customer lifecycle strategies Identify new tools, features, and use cases that will advance customer marketing’s ability to execute personalization and measure performance.Partner with IT to ensure Customer Marketing’s capability roadmap aligns with enterprise architecture and technical standards—while ensuring Marketing’s needs drive prioritization and solution design.Cross-Functional Leadership & Partnership
Act as Customer Marketing’s technical liaison to IT, Data, Security, and Analytics, ensuring Customer Marketing requirements are fully understood and accurately translated into technical solutions.Represent Customer Marketing in technical discussions, providing clarity on use cases, data needs, customer flows, and platform dependencies.Communicate complex technical concepts to nontechnical marketers and provide training on how to maximize platform utilization.Provide guidance to Customer Marketing vendors and developers related to utilization of capabilities and advanced configurations throughout the Salesforce Marketing Cloud platform.Knowledge, Skills and Abilities
Bachelor’s degree in Marketing, Business, Technology, Analytics, or related discipline.Significant hands-on experience with Salesforce Marketing Cloud (administrator and/or architect level).Deep knowledge of customer marketing data structures, segmentation, automations, and activation processes with specific knowledge of data relationships within Salesforce Marketing Cloud preferred. 7–10+ years of experience in Marketing Technology, CRM, Customer Marketing, or related functions.Experience writing functional requirements, designing use cases, and validating IT-developed solutions.Strong leadership and communication skills with the ability to influence across technical and nontechnical teams.Demonstrated strategic planning and project leadership experience.Preferred
Experience with additional MarTech platforms (e.g., CDP, analytics tools, customer journey orchestration platforms).Experience working on implementations and integrations across multiple Salesforce Cloud products.Experience with SQL, data mapping, API concepts, or data integration workflows.Background in omni-channel customer lifecycle marketing.
Competencies / Attributes
Marketing Technology Expertise: Advanced proficiency in Salesforce Marketing Cloud; working knowledge of MarTech stack architecture and integrations.Customer Data Fluency: Deep understanding of data models, segmentation logic, identity resolution, and activation workflows.Solution Architecture: Ability to translate business needs into scalable, technically sound solutions.Requirements & Testing: Skilled in writing functional requirements, developing test scenarios, and validating solutions.Analytical Thinking: Ability to interpret data, identify insights, and connect analytics to marketing decisions.Leadership Competencies
Strategic Vision: Ability to define long-term capability roadmaps aligned to business and IT strategies.Cross-Functional Influence: Builds strong partnerships across Marketing, IT, Data, and senior leadership.Communication: Explains technical concepts clearly to nontechnical audiences.Change Leadership: Guides teams through new process adoption, tool rollouts, and capability evolution.Operational Excellence: Establishes governance, documentation, standards, and repeatable processes.Company Competencies
Passionate Learner – seeks information from a range of sources; open to feedback and takes action; is inquisitive about the business and allocates time to learning; interprets information and applies learning, realigning and reshaping projects to ensure innovation and continuous improvement
Flexible & Agile Adapter – adaptive and can effectively navigate functional changes; steers through ambiguity, adapting or developing new plans; focuses on achieving project successes; resilient in pursuing the end goal; keeps calm under pressure; able to lead others and to keep perspective.
Talent Builder – leads the talent processes and sets expectations with team; understands the correlation between talent and functional performance; able to identify and evaluate talent; predicts skills required for the future; encourages an inclusive culture and recognizes contributions of others; invests time to mentor/coach others; empowers, delegates, and motivates the team
Effective Communicator – articulates in an appropriate and accurate manner; emotionally astute and agile while remaining authentic to own style/self; uses data/information in a relevant, concise, and candid manner; proactive and timely in sharing information; encourages all associates to express their views and opinions; demonstrates active listening and asks probing questions
Team Builder – demonstrates teamwork/collaboration within SBH; follows best practices and processes to prioritize partnering; driver of information sharing and collaboration; builds effective teams and values input from various sources and levels; humble when operating within a team; coaches direct team about the importance of inclusion, holding self and others to a high standard
Customer Focused Partner – demonstrates a solid understanding of the customer; understands internal and external customer needs and contributes to improving the associate and customer journey/experience; considers how activity impacts the customer; is an advocate of the customer; seeks customer feedback; holds self and team accountable for improving the customer experience
Strategic Thinker – progressive leader bringing new, strategic thinking/ideas; able to bring them to life; considers near-term strategic issues facing function; works with others to develop progressive and cost-effective strategies; uses a broad range of data and information sources; balances risk with innovation; considers strategies that improve efficiencies and scalability within department
Big Picture Thinker – displays an understanding how various functions operate; predicts how trends could impact department; develops plans with other functions to initiate action/change; adopts an inclusive leadership approach; seeks feedback, reviews progress, and adapts plans for better outcomes; develops insights into other departments and understands interdependencies
Results Driver – effective at driving and delivering on plans; holds self and others accountable to a high standard of results, goals, and delivery; implements processes/systems to drive results and continuous improvement; good with time management; focuses on the right priority; uses resources wisely; demonstrates grit and determination, desiring the whole team to succeed
Problem Solver & Decision Maker – able to consume relevant data from business sources to fully frame the problem/decision; identifies, gathers, and examines relevant information; engages the right people in the decision making to solve challenges; considers importance/impact of decisions against relevant factors including costs, risks, volume of work, and degree of change to function
Working Conditions /Physical Requirements
The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, files, books, small parts; using a keyboard, driving an automobile, etc. No special physical demands are required to perform the work.
This position will be required to work at a computer leveraging technologies and will be required to join video meetings and calls throughout their work day. This is a hybrid position expected in the office 3 days a week, Monday thru Wednesday.
Benefits
We offer a competitive salary and outstanding benefits package that includes medical, dental, vision, life Insurance, paid vacation and sick days, paid holidays, tuition reimbursement and 401(k) with company match. In addition, associates of SBH may take advantage of our in house salon with complementary services and a varied selection of food options at our corporate campus. Also, featured at our corporate campus, is both a Sally Beauty and CosmoProf Professional onsite store, where associates enjoy a great merchandise discount!
Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, or disability.
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