About the roleThe Director, Digital Brand Strategy owns the full digital brand experience - reviews, social community, engagement, and customer experience - across email marketing, online reputation management, social media marketing, and social media customer experience. This role sets strategy and holds accountability for brand voice consistency, reputation health, audience growth, and customer sentiment across all owned and earned digital channels.
What you'll doStrategy & Leadership
- Define and execute the digital brand development strategy, integrating reviews, social community, engagement, and experience objectives
- Lead and develop three direct-report functions: Email Marketing, Social Media Manager/ORM, and CX Supervisor
- Set brand voice standards and ensure consistency across email, social, and review response channels
- Report performance and sentiment trends to executive leadership
Email Marketing
- Direct lifecycle and consideration-stage email programs, including customer database growth and supporting research initiatives
Online Reputation Management
- Oversee real-time review/rating monitoring across Google, Yelp, BBB, industry-specific sites, and social platforms
- Ensure review responses follow brand voice and compliance guidelines (particularly in regulated industries, e.g., legal)
- Direct review generation/solicitation systems (post-call, post-service email/SMS, QR codes, etc.)
- Own sentiment analysis and reporting cadence
Social Media Marketing
- Oversee social calendar, audience development, and influencer partnerships
- Ensure creative-studio content is deployed effectively across platforms
Social Media Customer Experience
- Oversee the CX Supervisor and 5-agent team handling day-to-day review monitoring and response execution
- Ensure escalation paths for high-risk or compliance-sensitive customer interactions
QualificationsEducation & Experience
- BA/BS in Marketing, Business, Communication, or related field
- 10+ years leading multiple digital marketing disciplines (performance marketing, lifecycle/CRM, digital experience), with a track record of integrating historically separate functions around shared customer and business outcomes
- Demonstrated ownership of organic social, lifecycle/CRM, and owned digital channels, accountable for acquisition, engagement, conversion, and retention
- Experience developing lifecycle marketing strategies - segmentation, customer journeys, automation, personalization, email, SMS, push
Customer Experience
- Proven experience managing a customer experience or reputation management function at scale - including review monitoring, response management, and escalation protocols for regulated or reputation-sensitive industries
- Track record of using sentiment analysis and CX metrics (response time, resolution rate, review volume/rating trends) to drive measurable improvements in customer satisfaction and brand reputation
Data & Platforms
- Experience using first-party data, CRM platforms, and analytics to build audiences, personalize experiences, and improve performance
- Strong knowledge of marketing automation, audience segmentation, and personalization platforms
- Strong understanding of digital measurement, attribution, testing, and performance optimization
Leadership & Other
- Proven ability to set vision, build strategy, execute with excellence, and use complex data to drive continuous improvement
- Strong problem-solving, strategic thinking, and cross-functional collaboration in a matrix environment
- Excellent organizational, project management, and communication skills (verbal and written)
- Lead generation experience preferred
- Bilingual in Spanish a plus
Benefits/Perks- 3 Weeks Paid Time Off
- 12 Weeks of Guaranteed Paid Parental Leave
- Comprehensive Insurance Coverage (Medical, Dental, Vision, etc.)
- 401(k) Retirement Savings Plan
- Wellness Initiatives/Employee Assistance Program
- Rewards and Recognition Programs
- Career Development Opportunities
Pay Range$125,000- $160,000 base salary per year plus 15% annual bonus (Remote - United States)
