Director, Customer Engagement Platform - Delivery and Analytics

Walt Disney   •  


Industry: Media


11 - 15 years

Posted 165 days ago

This job is no longer available.

The Customer Engagement organization has an exciting opportunity for a seasoned, innovative and collaborative leader to serve as Director, Customer Engagement Platform - Delivery and Analytics. The director will lead a team of 22 and will be responsible for delivering data-driven, optimized and privacy-compliant messages to prospects and Guests.


  • Lead and develop a team of highly skilled cast members responsible for orchestration and deployment of continuous omni-channel messages across all direct channels (email, direct mail, text, mobile, social)
  • Lead and develop a team of highly skilled analysts and drive the use of analytics to define relevant content, recommendations and next-best-action for every consumer
  • Lead decisioning strategies for better customer targeting, including utilization of automated intelligence/machine learning capabilities for highly personalized experiences that are data-driven
  • Define strategies, and lead the delivery of operational reporting necessary to optimize the messaging operations
  • Lead integration between Customer Engagement and Consumer Insights and Marketing Analytics (CIMA) teams to enable fulfillment of analytical requests
  • Lead transformation of Parks tagging taxonomy, tools, processes, and data integration
  • Understand data privacy standards, and work within the organization to create alignment and processes
  • Lead departmental implementation of privacy systems and policies. Act as an internal SME for permission data collection, storage and usage.
  • Partner with legal and other privacy teams to ensure compliance to privacy laws and TWDC policies
  • Partner with Customer Engagement Planning and Channel Activation teams to appropriately plan and prioritize campaigns in alignment with business strategies and potential value
  • Partner with the Customer Engagement Platform Development team to identify new Marketing and Ad Technology solutions that will assist the team in automation and expansion of capabilities

Basic Qualifications

  • Minimum of 10 years progressive leadership experience in digital marketing, database marketing, CRM, marketing technology, marketing operations or similar fields
  • Experience leading marketing/advertising technology teams
  • Demonstrated experience with data and passion for data-driven marketing
  • Proven experience in leveraging marketing and advertising technologies
  • Experience leveraging science to optimize the approach for targeting, message sequencing, timing, and other marketing message operations
  • Ability to integrate advanced analytics into marketing operations
  • Demonstrated knowledge of database management, DMP, Customer Data Platform
  • Demonstrated experience migrating legacy or custom infrastructures to modern marketing technology systems
  • Understanding of privacy laws, and their implications for marketing
  • Ability to influence and lead others to drive change and optimize efficiency
  • Strong technical curiosity and thrives in a technical environment
  • Strong written and verbal communication skills
  • Strong presentation skills
  • Exceptional partnership and collaboration skills
  • Experience leading a team with diverse skill sets
  • Ability to frame up succinct recommendations for senior leadership

Preferred Qualifications

  • Previous experience leading teams at an executive level
  • Experience leveraging the Adobe marketing cloud suite
  • Prior experience in Lodging and Hospitality industry
  • Understanding of GDPR and latest privacy trends

Required Education

  • Bachelordegree in one of the following fields: Information Management, Data Mining, Database Marketing, Economics, Statistics

Preferred Education

  • Masters of Business Administration, Masters of Information Management, or similar Masters degree

About Walt Disney World Resort:

Since opening in 1971, Walt Disney World Resort has played an important role in many childhood and family memories. Today, hundreds of millions of guests from around the globe visit this magical place to enjoy a Disney vacation. Through a combination of creativity, innovation and technology, the resort immerses guests in classic Disney tales and new kinds of family entertainment. Drawing from a rich heritage of storytelling, Walt Disney World Resort cast members bring Disney magic to life through unmatched attention to detail and superior guest service.