Sr. Director - Customer Data & Personalization Platforms

Partnering with cross-functional teams, this leader will shape the future of how we connect with customers across the entire experience — transforming data into meaningful engagement at scale.

Reporting to the VP of Digital Experience, the Senior Director, Customer Data & Personalization Platforms will lead the vision, strategy, and roadmap for CRM, CDP, and marketing automation platforms. This role will drive innovation in personalization and customer engagement, building scalable, data-driven journeys that deliver both immediate business impact and long-term value.

• Evaluate and integrate Martech platforms to scale customer engagement.
• Champion continuous improvement and stay ahead of industry trends.
• Leverage AI, customer profiling, and computed traits to enrich CRM/CDP models and boost ROI.
• Build strong partnerships across marketing, product, IT, and analytics.
• Deliver personalized use cases like real-time content, contractor training, and behavioral tracking.
• Deliver top activation use cases such as advanced segmentation, lead enrichment, and journey orchestration.
• Identify problems, create scalable solutions, and optimize operational processes.
• Use data to measure performance, optimize campaigns, and drive improvements.
• Lead cross-functional teams in a matrixed environment to deliver measurable outcomes.
• Foster a culture of innovation, agility, and customer-centricity.
• Monitor KPIs including conversion, lead quality, campaign performance, and engagement across channels.
• Define and communicate the personalization vision, strategy, priorities, and KPIs
• Link tactical execution to enterprise business strategies.
• Translate journey insights into digital tools that improve targeting, relevance, and conversion.
• Drive adoption of a unified customer profile across all touchpoints (Web, Call Center, CRM, Email, AZEKNow, etc.)
• Oversee platform implementation and evolution.
• Lead CRM and personalized campaign execution with cross-functional partners.

• 12+ years in digital product management with deep expertise in CRM, CDP, or Martech platforms
• Demonstrated success leading cross-functional teams and delivering measurable results.
• Strong ability to turn technical architecture and customer insights into scalable business solutions.
• Knowledge of data privacy, consent management, and compliance (GDPR, CCPA)
• Familiarity with lead-matching algorithms or AI-driven personalization tools
• Experience in contractor/homeowner engagement models or B2B2C ecosystems
• Proven track record driving personalization, segmentation, and data-driven marketing at scale
• Hands-on experience with Salesforce, CDPs (Adobe preferred), and automation tools (e.g., Marketo, HubSpot)
• Excellent analytical, communication, and collaboration skills
• Background in customer journey mapping or omni-channel orchestration
• Entrepreneurial mindset with strong problem-solving and innovation skills

James Hardie will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, in accordance with its plans and policies.

An employee shuttle to and from Ogilvy Transportation and Union Station is provided, as well as subsidized parking in our buildings attached garage.

James Hardie provides a comprehensive benefits package that includes medical, dental, vision, basic life insurance, short- and long-term disability, a 401(k) plan, an employee stock purchase program, and a variety of additional voluntary benefit options.

Compensation for roles at James Hardie varies depending on a wide range of factors including but not limited to the specific office location, role, skill set and level of experience. The annual salary for this role is $190,000 to $210,000. In addition to base salary, we offer generous bonus and incentive opportunities that significantly increase earning potential.

This position is based at our offices in Chicago’s West Fulton Market District with a hybrid weekly work schedule.

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