Senior Director, Customer Experience

About Us

Founded in 1908, Merz is a successful, family-owned specialty healthcare company with a rich history.

As a leading global aesthetics business, our award-winning portfolio of injectables, devices, and skincare products empowers healthcare professionals to enhance confidence through aesthetic medicine.

Our purpose is to fuel confidence by helping people look better, feel better, and live better.

We believe you do not have to choose between living life and making a living.

Live your best life with Merz Aesthetics.

Must reside in Raleigh, NC

A Brief Overview

The Director of Customer Experience is responsible for the strategic leadership, evolution, and performance of two enterprise loyalty programs, overseeing loyalty program technology platforms, promotions strategy, and the digital engagement and CRM marketing technology ecosystem.

This role partners closely with Marketing, Sales, Finance, IT, and external vendors to deliver scalable, data-driven loyalty experiences that drive engagement, retention, and portfolio revenue growth.This leader blends customer strategy, marketing technology, analytics, and operational excellence to create next-generation loyalty programs that deepen provider and consumer relationships while enabling measurable business impact.

What You Will Do


* Leadership & Program Ownership
+ Lead and develop a high-performing loyalty and engagement team responsible for the execution and evolution of two enterprise loyalty programs.
+ Own end-to-end accountability for loyalty strategy, operations, performance, and continuous optimization.
+ Serve as a key member of the North America Marketing Leadership Team, ensuring loyalty strategy alignment across brand, portfolio, and commercial initiatives.
+ Drive change management and organizational adoption of new loyalty capabilities, platforms, and engagement models.


* Loyalty Program Strategy & Promotions
+ Define and evolve the strategic vision for both loyalty programs, including value proposition, tiering, benefits, promotions, and engagement mechanics.
+ Oversee the development and execution of promotional strategies that drive incremental engagement, cross-portfolio participation, and revenue growth.
+ Identify monetization and partnership opportunities while balancing member value, financial liability, and ROI.
+ Ensure programs remain competitive by incorporating industry best practices, emerging loyalty models, and consumer expectations.


* Loyalty Technology Platform & Roadmap Development
+ Own the loyalty technology roadmap, including platform capabilities, feature prioritization, integrations, and scalability.

Partner with internal technology teams and external vendors to deliver platform enhancements on time and within scope.
+ Ensure seamless tracking of spend, rewards, engagement, and member behavior across loyalty ecosystems.
+ Champion...