MD Marketing

About the Role

Key Responsibilities

• Develop and champion a comprehensive customer journey strategy across all key touchpoints, from acquisition to retention and advocacy.
• Design and implement personalized, automated, and data-driven customer journeys across various channels (email, media, web, etc.) in support of customer segment strategies.
• Continuously optimize customer journeys based on performance data, testing methodologies, and customer feedback.
• Manage and relaunch the business loyalty program to drive customer retention, engagement, and lifetime value.
• Define program mechanics, rewards structures, segmentation, and communication strategies.
• Manage the day-to-day operations and ongoing optimization of the loyalty program, including performance tracking and reporting.
• Identify opportunities to enhance program value and competitiveness.
• Serve as the central point of contact for customer journey and loyalty initiatives across multiple international regions.
• Develop global frameworks and best practices, while allowing for regional adaptation and localization.
• Facilitate knowledge sharing and collaboration among regional marketing teams.
• Ensure consistency in brand experience and messaging across all global customer touchpoints.
• Partner closely with the Strategy team, Marketing Technology team, IT, Sales, and Go-to-Market teams to align efforts.
• Champion collaborative problem-solving and proactive engagement with all partners.
• Present strategies, performance, and insights to senior leadership and cross-functional teams.
• Lead and inspire a high-performing team, fostering a culture of innovation, accountability, and continuous learning.
• Provide clear direction, constructive feedback, and mentorship to team members.
• Champion cross-functional teamwork within your team and across departments.
• Define key performance indicators (KPIs) for customer journeys and loyalty programs.
• Establish reporting mechanisms to track and analyze performance, providing actionable insights.
• Communicate program results, learnings, and recommendations to stakeholders regularly.

Requirements

• Proven experience in developing and executing complex customer journey strategies.
• Demonstrated success in designing, launching, and managing effective loyalty programs, preferably in a B2B environment.
• Strong understanding of marketing technology platforms (e.g., CDP, marketing automation, journey orchestration, loyalty platforms) and their application in customer engagement.
• Experience with global coordination and working with diverse regional teams.
• Exceptional analytical skills with the ability to interpret data, derive insights, and make data-driven decisions.
• Outstanding communication skills, both written and verbal, with the ability to articulate complex ideas clearly and persuasively.
• Proven ability to build strong relationships, influence stakeholders, and drive consensus across various departments and levels of the organization.
• Demonstrated experience in effective people leadership, including coaching, mentoring, and fostering a collaborative team environment.
• Bachelor's Degree or equivalent in marketing, business administration or related field.
• Significant related experience in marketing and sales in a corporate environment, including successful management experience.
• Experience in marketing and information analysis.
• Experience in promotion, research and pricing, financial analysis, and telemarketing.
• 10+ years progressive marketing experience with at least 5 years focused on customer journey marketing, journey development, and strategy execution.
• CRM and loyalty program management experience, including design, launch, and management.

Nice to Have

• More advanced degrees may offset experience requirements.
• Leadership experience in a revenue-generating position.
• Strong analytical and project management skills in a fast-paced environment.
• Passion for customer experience.
• Relocation assistance may be available based on business needs.

Qualifications

• Bachelor's Degree or equivalent in marketing, business administration or related field.
• Significant experience in marketing and sales, including successful management roles.
• Experience in marketing and information analysis.
• Experience in promotion, research, pricing, financial analysis, and telemarketing.
• A related Master's Degree can offset some experience requirements.

Benefits & Perks

• Position is hybrid in Memphis, TN or Plano, TX, with candidates required to live within a 50-mile radius.
• Work at a FedEx Campus location several times per week.
• Equal Opportunity Employer including Vets/Disability.
• Reasonable accommodations available for qualified individuals with disabilities.
• Applicants requiring accommodations should contact recruitmentsupport@fedex.com.