Vice President, Marketing & Customer Zeal

POSITION SUMMARY: Vice President of Marketing & Customer Zeal develops and executes marketing plans for customer growth, customer zeal, and marketing operations. The executive champions a companywide commitment to delivering exceptional customer experiences, building lasting competitive advantage, and accelerating revenue growth by both attracting new customers and deepening relationships with existing ones. As a strategic partner, the Vice President collaborates closely with sales leaders and field partners to understand the business and ensure that all marketing initiatives are guided by customer-first planning and aligned with enterprise business priorities. Overseeing a multidisciplinary organization, this leader directs priorities along the customer journey, including go-to-market strategy, product marketing, field marketing, performance marketing, and marketing operations. By crafting innovative strategies to enhance customer loyalty, improve retention, and achieve companywide NPS goals, the Vice President ensures that every stage of the customer journey is optimized for growth and excellence.

PRINCIPAL RESPONSIBILITIES: 

• Foster cross-functional collaboration: Partner closely with sales, product, field, and executive leadership teams to ensure marketing initiatives are fully integrated with enterprise business priorities and drive unified business outcomes.

• Lead organizational change and transformation: Champion change leadership across complex, matrixed environments, inspiring teams to embrace new strategies, technologies, and processes that accelerate growth and elevate customer experience.

• Demonstrate entrepreneurial mindset: Cultivate a culture of innovation and agility, translating strategic vision into measurable business results through proactive problem-solving, calculated risk-taking, and continuous improvement.

• Define and execute the enterprise go to market strategies, aligning customer zeal and growth priorities across the business.

• Drives measurable NPS improvements by partnering directly with field leadership to align on customer experience priorities.

• Develops and deploys the company’s Customer Zeal strategy by customer vertical.

• Lead segmentation and journey mapping initiatives that guide marketing, product, and operational decisions.

• Develop and maintain a Customer Health Index that connects satisfaction, retention, and loyalty metrics directly to growth and financial outcomes.

• Oversee all marketing functions including performance, product, field, social, digital, email, lead generation, and go-to-market execution, ensuring unified storytelling, measurement, and optimization.

• Lead retention and loyalty strategy, including advocacy programs that grow lifetime value and reinforce brand trust.

• Build organizational capability by connecting marketing and customer experience functions, eliminating silos in systems, insights, and accountability.

• Champion a customer-first culture, embedding excellence in every channel through leadership modeling, education, and engagement.

• Align communications, incentives, and decision-making across teams to reinforce shared accountability for marketing performance and customer outcomes.

• Represent the voice of the customer and market at the executive table, ensuring strategic alignment between brand promise, customer need, and business growth.

• Partners across digital transformation efforts to deliver improved customer experiences.

• Performs other job-related duties as assigned.

QUALIFICATIONS: 

• Proven record of leading large-scale marketing and customer experience transformations that deliver measurable growth and brand impact.

• Demonstrated ability to create and communicate a unified vision, influence across executive leadership, and align strategy in complex, matrixed organizations.

• Deep expertise in brand strategy, performance marketing, customer insights, analytics, and change leadership, with a track record of connecting data to growth.

• Exceptional communicator and collaborator with an entrepreneurial mindset and the ability to translate strategy into measurable business results.

MINIMUM REQUIREMENTS:

• 10–15 years of progressive customer experience and/or marketing leadership experience leading integrated marketing functions spanning product, performance, and customer engagement.

• 7–10 years in senior leadership roles with demonstrated ability to lead large teams and complex, cross-functional initiatives.