Own holistic journey planning and orchestration for existing customers, turning campaigns into an integrated, omnichannel experience with cross-functional governance and scalable playbooks.

• Set and align the direction for existing customer journey strategy, enabling teams to expand from campaign-based execution to holistic, omnichannel experience planning.
• Partner across brand, content, digital, channel, partnerships, talent, and sports and entertainment teams to curate clear, timely, relevant communications that drive engagement and business outcomes.
• Establish journey planning frameworks that connect email, landing pages, microsites, digital assets, and channel experiences into one integrated customer experience.
• Advance marketing calendar governance to coordinate communications, reduce message conflicts, and improve consistency.
• Define channel orchestration, channel purpose, and message arbitration to ensure customers receive the most relevant message at the right time while reducing overlap.
• Build and scale playbooks, messaging standards, reason-to-believe guidance, claims guidance, and creative frameworks by product to drive consistency, using automation where appropriate.
• Support personalization and audience-led messaging strategy so communications reflect customer needs, behaviors, and stages of engagement.
• Enable existing customer digital and microsite experiences, with a focus on structure, templates, navigation, and information architecture in partnership with key teams.
• Establish dynamic template support and digital journey standards, including strong mobile experiences and digital-first pathing.
• Partner with marketing performance, data and analytics, personalization and insights, operations, audit, and technology teams so journey planning reflects data, test learnings, and operational feasibility.