Senior Director, Implementations – Marketing

Overview

The Senior Director, Implementations is accountable for the strategic direction, operational excellence, and financial performance of the G5 Marketing Implementations organization. This leader ensures a consistently high‑quality customer experience across all software implementations while scaling people, processes, and infrastructure to support business growth and increasing product complexity.

 

Reporting into Professional Services leadership, this role leads senior managers and managers, establishes enterprise‑wide standards, and drives long‑term strategy execution. The Senior Director works closely with Product, Sales, Customer Success, Support, Finance, Billing, and Technology partners to deliver cohesive, end‑to‑end implementation experiences.

 

This role requires a strong background in process transformation, change leadership, and customer delivery, paired with domain expertise in marketing technology, website development, and/or agency delivery models, and the technical depth to understand system architectures and implementation ecosystems.

Responsibilities

Strategic Leadership & Execution

• Own end‑to‑end delivery and performance of the G5 Marketing implementation portfolio for both new and existing customers.
• Define and execute a clear, multi‑year implementation strategy aligned with enterprise objectives and growth plans.
• Translate strategy into disciplined execution that drives measurable improvements in efficiency, quality, and customer satisfaction.

Operational Excellence & Scale

• Lead large‑scale process transformation initiatives to improve implementation velocity, quality, data accuracy, and cost efficiency.
• Establish and standardize implementation methodologies, governance frameworks, and best practices across the organization.
• Define, track, and continuously improve enterprise implementation KPIs, including productivity, delivery performance, financial results, and customer satisfaction.
• Anticipate, govern, and mitigate operational risks; establish escalation frameworks and lead resolution of complex, high‑impact issues.

Cross‑Functional Partnership

• Partner with executive leadership to forecast demand, define operating models, and ensure scalable, sustainable resource strategies.
• Ensure strong cross‑functional alignment with Product, Sales, Customer Success, Billing, Training, Support, and Technology teams.
• Serve as a senior escalation point and trusted advisor for strategic and enterprise customers.

People & Culture

• Lead and develop high‑performing leadership teams, including managers and senior managers across globally distributed teams.
• Build leadership bench strength through coaching, mentoring, succession planning, and talent development initiatives.
• Foster an execution‑focused, data‑driven culture grounded in accountability, collaboration, and continuous improvement.
• Oversee all aspects of the employee lifecycle for exempt and non‑exempt staff, including performance management and compliance.

Financial & Business Management

• Own departmental budgets, workforce planning, and cost controls to achieve financial and operating targets.
• Ensure adherence to legal, regulatory, security, and data privacy requirements.
• Provide insight and thought leadership to executive leadership on implementation strategy, scalability, risk, and long‑term value creation.

Qualifications

• 12–15+ years of progressive professional experience, including:
• • 8–10+ years leading managers and senior leaders in complex organizations
  • 5+ years in website development, marketing technology, or a related field
  • 5+ years in customer‑facing delivery, operations, or professional services leadership roles
• Bachelor’s degree in Business, Technology, or a related field (or equivalent experience)
• Demonstrated success leading large‑scale organizational change and transformation initiatives
• Expertise in designing or governing multi‑site web platforms at scale
• Strong understanding of content governance, brand consistency, and system integrations
• Deep knowledge of delivery models, portfolio management, implementation methodologies, and process optimization
• Ability to define standards, guardrails, and reusable patterns across diverse environments
• Strong analytical and judgment skills in complex, ambiguous situations
• Proven ability to operate effectively with executive stakeholders and manage competing priorities
• Strong business acumen with the ability to translate vision into operational execution