Digital Marketing & Customer Experience Dir

Overview

Company Overview

Built on a solid, family foundation, we’ve been building homes across the United States for more than 25 years, but our history started way before that in the 1600s with an English builder named George Beazer. Nine generations later, the Beazer family and name continues to stand for quality homebuilding, craftsmanship, and innovation. Our focus is on individual communities. We strategically build each community to be near places that our customers care about, so that a home is more than a house.

Job Summary

The Director of Digital Marketing \& Customer Experience is accountable for Beazer’s end-to-end digital customer experience and the intelligence that powers it. This role owns how customers experience Beazer across b.com, email, and SMS, and how analytics and AI are used to improve relevance, clarity, and performance over time. This leader sets the vision, standards, and strategy for Beazer’s digital ecosystem—ensuring experiences are intuitive, differentiated, and measurable—while leading a team responsible for digital execution, lifecycle messaging, and analytics. The Director translates data and emerging capabilities into practical decisions that improve customer confidence and business outcomes.

Digital Experience

Primary Duties \& Responsibilities

• Serve as the executive owner of b.com as Beazer’s digital front door, defining experience vision, standards, and performance expectations
• Lead digital roadmap, prioritization, and optimization strategy in partnership with IT and Brand to ensure experiences clearly communicate value and guide customers to action

Email \& SMS (Lifecycle Experience)

• Own email and SMS as lifecycle experience channels, defining standards for cadence, personalization, tone, and fatigue management
• Ensure lifecycle messaging reinforces and integrates with digital and in-person experiences rather than fragmenting the customer journey
• Maintain accountability for experience quality and performance contribution across lifecycle channels

Conversion \& Funnel Performance

• Own digital conversion performance across key customer funnel stages (visit → lead → appointment → sale) in partnership with Sales and Brand
• Define conversion benchmarks, prioritization, and improvement roadmap
• Ensures alignment between traffic-driving efforts (Brand/Paid Media) and on-site conversion experience
• Drive continuous improvement in lead quality, friction reduction, and customer progression

Analytics \& Customer Insights

• Establish enterprise measurement frameworks across b.com, email, and SMS to evaluate customer journey performance and business impact
• Lead journey analysis, performance diagnostics, and insight generation to inform marketing, customer experience, and sales decisions
• Advance the organization from reporting to decision intelligence by translating analytics into actionable recommendations

AI Strategy \& Enablement

• Own the responsible application of AI across digital experience, messaging, and analytics
• Identify and prioritize high-value AI use cases including personalization, segmentation logic, optimization, and insight generation
• Establish AI governance, guardrails, and prioritization in partnership with IT and data teams

Salesforce Marketing Cloud Platform Partnership

• Serve as the senior business owner of Beazer’s strategic partnership with Salesforce Marketing Cloud
• Ensure Salesforce supports lifecycle strategy, data integration, analytics, and AI enablement
• Partner with Marketing Automation on roadmap direction and platform evolution

Martech \& Data Strategy

• Own marketing technology strategy, integration priorities, and data model direction in partnership with IT
• Ensure tools, platforms, and data flows support scalable personalization, measurement, and optimization
• Drive vendor prioritization and capability roadmap aligned to business impact

Experimentation \& Optimization

• Own digital experimentation strategy and governance across web and lifecycle channels
• Establish testing roadmap, prioritization framework, and velocity expectations
• Ensure structured A/B and multivariate testing informs experience, messaging, and conversion improvements
• Embed a test-and-learn culture across the digital team.

Team Leadership

• Lead and develop a team across digital experience, email/SMS, and analytics, including:

+ Web \& AI Marketing Manager: b.com execution, optimization, and experimentation

+ Email \& SMS Marketing Manager: lifecycle messaging execution and operations

+ Marketing Analytics Manager: measurement, insights, and journey analysis

• Establish operating standards, drive cross-functional collaboration, and build capability across the digital organization
• Performs other duties as assigned

Education \& Experience

• Bachelor’s degree in Marketing, Business, Analytics, or related field required; MBA or advanced degree preferred
• 8–10 years of progressive experience in digital marketing, digital experience, or customer experience, with at least 3 years in a leadership role
• Proven experience owning and optimizing customer-facing digital platforms (e.g., websites) and lifecycle communication channels (email/SMS)
• Strong background in marketing analytics, customer journey analysis, and performance measurement, with demonstrated ability to influence business decisions
• Experience working with marketing technology ecosystems, including marketing automation platforms; Salesforce Marketing Cloud experience strongly preferred
• Experience identifying and applying AI use cases within marketing or digital experience environments, with understanding of governance and responsible implementation
• Demonstrated success leading cross-functional initiatives and developing teams across digital, lifecycle, and analytics disciplines

Skills \& Abilities

• Strong digital experience leadership with the ability to define vision, standards, and strategy across web and lifecycle channels
• Deep understanding of customer experience design across b.com, email, and SMS, with focus on clarity, relevance, and conversion
• Advanced analytics capability with experience building measurement frameworks and translating data into decisions
• Ability to move organizations from reporting to insight-driven decision-making through clear, actionable recommendations
• Working knowledge of AI applications in personalization, segmentation, optimization, and insight generation, with sound judgment on responsible use
• Experience leading marketing technology ecosystems and partnering with IT and data teams to evolve platforms and integrations
• Strong understanding of marketing automation, CRM, and digital analytics tools
• Excellent executive communication and influencing skills across marketing, sales, brand, and technology teams
• Proven ability to lead and develop high-performing, cross-functional teams
• Strong prioritization and decision-making skills balancing innovation, customer needs, and measurable outcomes

Physical Requirements

The work environment for this role is primarily office-based, with most tasks completed on a computer. However, the position involves regular travel to divisions and communities, which may include air travel, site visits, industry events, off-site meetings, and field operations oversight. Travel is a core component of the role, and the individual should be comfortable working across multiple markets and transitioning between on-site and remote work. This role offers a balance between a stable office environment and the dynamic nature of field marketing leadership.