Dir Customer Experience (Digital)

Job Overview

The Director of Digital Commerce, Loyalty & Customer Experience manages Coca-Cola Consolidated's digital customer ecosystem, customer loyalty programs, feedback programs, and Customer Experience (CX) work that helps customers place orders, receive support, and use these services.

The Director sets priorities, oversees a portfolio of digital capabilities that drive customer acquisition, engagement, retention, loyalty, and revenue growth, and measures customer use, sales, and satisfaction for products and programs. The role combines strategic leadership, product management, customer experience design, and commercial execution to create a seamless, data-driven experience across all customer touchpoints.

The Director partners closely with Sales, Marketing, Operations, Technology, Data & Analytics, Coke One North America (CONA), and other external partners to launch improvements, resolve issues, increase customers’ use of digital tools, deepen customer relationships, and deliver measurable business value.

Duties & Responsibilities

• Lead the strategy, roadmap, and performance of Coca-Cola Consolidated's digital commerce platform, driving customer adoption, revenue growth, operational efficiency, and continuous innovation.
• Develop and execute digital commerce, loyalty, and customer experience strategies that strengthen customer engagement, retention, and long-term commercial growth.
• Partner cross-functionally with Sales, Marketing, Operations, Technology, and external stakeholders to enhance end-to-end customer journeys and deliver scalable business solutions.
• Leverage customer insights, analytics, and market best practices to identify growth opportunities, personalize experiences, and optimize digital and loyalty program performance.
• Oversee customer experience and Voice of Customer programs, translating feedback and journey analysis into actionable improvements that increase satisfaction, retention, and advocacy.
• Establish and monitor KPIs across digital commerce, loyalty, and customer experience initiatives, providing data-driven recommendations that improve business performance and customer value.
• Lead, develop, and empower a high-performing team while implementing governance, cross-functional collaboration, succession planning, and organizational development strategies.
• Other duties as assigned

Knowledge, Skills, & Abilities

• Experience with a DSD environment and an understanding of CCCI go-to-market strategies for Sales and Equipment Service Operations.
• Demonstrated ability to influence cross-functional leaders and customers at all organizational levels to drive action through teams the role does not directly control.
• Strong analytical and root-cause problem-solving skills, with the ability to interpret customer and operational data to drive decision-making.
• Proficient written and oral communication skills, with transparent communication when making critical decisions that impact teammates, the contact center, customers, and business partners.
• 3+ years of experience with MS Office 365, specifically Word, Excel, and PowerPoint.

Minimum Qualifications

• Bachelor’s degree in business, marketing, digital commerce, technology, or related field.
• At least 8 years of progressive leadership experience in digital commerce, customer experience, loyalty, product management, or a related field.
• 5+ years of experience managing digital ecosystems and customer-facing products used by many customers.
• Experience leading cross-functional teams and driving enterprise transformation to products, processes, or technology.
• Ability to analyze data, prepare budgets and financial analyses, and create plans with measurable goals.
• 5+ years of experience preparing business cases that explain expected costs, benefits, risks and related factors, and presenting recommendations to executive stakeholders.
• Experience managing budgets, approving or recommending investments, and tracking spending against approved plans.
• In-Office Work Arrangement required in Charlotte, with up to 20% of travel expected

Preferred Qualifications

• Experience in consumer-packaged goods (CPG), retail, distribution, food service, or B2B commerce.
• Experience with managing loyalty platforms, analyzing customer data, and operating Vo C programs.
• Familiarity with Salesforce, Adobe, digital commerce platforms, and systems that store and connect customer data.
• Experience leading product teams that use Agile methods to plan, build, test, and release products in stages.

Work Environment

In-office environment required.