Customer Marketing Director

The Customer Marketing Director will lead customer-focused marketing strategies to drive adoption, retention, growth, revenue expansion, and customer liftime value across Direct Travel's client base. This role combines strategic planning, cross-functional program execution, data-driven segmentation, and hands-on leadership to deliver measurable business outcomes and strengthen client relationships.Key Responsibilities• Develop and own the customer marketing strategy aligned to corporate goals (adoption, retention, expansion, upsell/cross-sell, NPS).• Build and execute segmented, lifecycle-based marketing programs (onboarding, adoption, renewal, churn reduction, advocacy).• Lead personalized, multi-channel review sourcing campaigns targeted to client segments and buyer personas.• Partner and collaborate with Sales, Account Management, Product, Revenue Operations and Analytics to create coordinated plans and ensure consistent messaging and timing.• Develop and scale customer advocacy and reference programs (testimonials, referrals, case studies, awards).• Define KPIs (retention rate, expansion revenue, churn, engagement metrics) and deliver regular performance reporting to leadership.Required Qualifications• 5+ years of B2B customer marketing, lifecycle marketing, or customer success enablement experience; 3+ years in a leadership role.• Proven track record driving retention, upsell/cross-sell, product adoption or customer advocacy programs that produced measurable revenue impact.• Strong analytical skills with experience using customer, product and revenue data to inform segmentation and campaign optimization.• Hands-on experience with CRM and marketing automation (Salesforce, Marketo, Monday.com, Smartsheet or similar).• Excellent cross-functional collaboration and stakeholder management skills; ability to translate strategy into scalable programs.