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Director, Demand Generation and Customer Experience

  • Category: Marketing
  • Location: Newton, Massachusetts
  • Work Arrangement: Hybrid
  • Type: Full-time/Flex

Full-Service wealth management firm seeking an expert Demand Generation and Customer Experience Leader to drive the firm’s growth agenda.

Hours/Schedule:  Full-time, flexible


Job Type: Direct


Location Requirements: Hybrid    

Rate: $170K-$180K plus bonus

Job Description: 

This position sits within the integrated Marketing & Technology organization, where the charter is to accelerate growth, establish a solid foundation of operational excellence and uphold high standards of customer satisfaction.

This leader will play a pivotal role in shaping and executing the company’s go-to-market strategy and will establish a performance-led, data-driven culture across all marketing programs and channels, as well as establish a customer experience practice within the firm. The ideal candidate will be well-versed in creative development, omnichannel strategies, segmentation, customer research, CX frameworks, campaign design and data analytics.



  • Lead the formation, alignment and execution of robust demand gen strategy across B2C, B2B and B2B2C channels to support the brand and innovation agenda as the company accelerates its growth trajectory
  • Partner internally and externally to develop conversion-driven programs that include client / partner referrals, targeted digital campaigns, nurturing flows, local/virtual events, etc.
  • Support inbound / outbound sales engagement needs for acquisition and cross- / up-sell initiatives
  • Work with colleagues and cross-functional teams to define in detail the UI/UX, form fields, lead assignment rules, and other tech requirements needed to ensure robust digital ecosystem, customer insights and campaign metrics
  • Implement end-to-end conversion tracking and marketing attribution model to identify optimal marketing mix and allocate budgets to exceed targets
  • Drive efficiency and effectiveness of each marketing tactic and channel within a multi-channel engagement strategy in collaboration with external agency. Continuously analyze and optimize performance in collaboration with marketing agency
  • Implement creative testing, audience modeling and lead the definition of 1st, 3rd party data requirements to enable deeper customer insights at each stage of the buying journey
  • Conduct market and customer research to inform strategic priorities and inform seamless customer experience across all touchpoints throughout the customer lifecycle. Identify triggers, barriers and points of receptivity in support of frictionless path to purchase
  • Be the owner and steward of all journey maps and action plans aimed to improve CX for target segments and personas. Leverage data and insights to drive alignment and priorities across functions
  • Continuously benchmark against competitors and leverage industry best practices
  • Execute annual client survey and establish action-oriented playbook to capitalize on high NPS customers and remediate low performing experiences
  • Develop playbooks, workflows and SLAs for stakeholder organizations to streamline and ensure adherence to all privacy and compliance requirements


  • 10+ years of experience in a marketing performance, data-driven leadership role
  • Proven experience establishing high-performing digital culture and strong partnerships with sales and service teams
  • Strong quantitative aptitude and process orientation; ability to streamline delivery models across departments
  • Experience designing and building campaign architectures and supporting processes
  • Creative problem solver with ability to gain cross-functional alignment
  • Finance industry experience preferred
  • Bachelor’s degree, MBA preferred



FlexProfessionals respects and seeks to empower each individual and support the diverse cultures, perspectives, skills and experiences of its candidate network. FlexProfessionals does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. The candidates whose resumes are shared with our business clients are selected on the basis of qualifications, merit, and business need.  

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