Responsibilities

• Lead the development and execution of an integrated Content Experience strategy that supports customer discovery, evaluation, decision-making, and conversion.
• Defining the Content Experience vision and roadmap
• Aligning content and experience initiatives with business objectives
• Ensuring consistency across customer touchpoints
• Driving customer-centric decision-support experiences
• Connecting storytelling, product information, customer needs, and commerce experiences
• 2. Capability Leadership
• Creative Strategy
• Brand and product storytelling frameworks
• Messaging architecture
• Customer intent and decision-support content
• Discovery and conversion content strategies
• Experience Design
• Customer journey design
• Information architecture
• Navigation and usability optimization
• Product detail and commerce experience design
• Content Production
• Creative asset development
• Design, video, motion, copy, and visual content creation
• Modular content production systems
• Production quality standards
• Content Operations
• CMS and DAM operations
• Content governance
• Localization management
• Content lifecycle management
• Content scalability and reusability
• 3. Business Impact Ownership
• Improving content effectiveness and customer engagement
• Increasing discoverability and conversion performance
• Enhancing product experience performance
• Driving content reuse and operational efficiency
• Supporting revenue growth through improved customer experiences
• Partner closely with commercial, marketing, digital, analytics, and operational stakeholders to align content investments with business goals.
• 4. Operational Excellence
• Establishing content governance standards
• Improving workflow efficiency
• Optimizing resource allocation
• Creating repeatable content frameworks
• Standardizing processes across channels and platforms
• Lead continuous improvement initiatives that increase organizational effectiveness and scalability.
• 5. Cross-Functional Leadership
• Marketing
• Digital Commerce
• Analytics & Insights
• Operations
• Technology
• Executive Leadership
• Ensure alignment between customer needs, business priorities, and execution teams.
• 6. Team & Organizational Development
• Talent development and succession planning
• Capability assessment and development
• Hiring and workforce planning
• Coaching and leadership development
• Performance management
• Foster a culture of collaboration, accountability, innovation, and continuous learning.
• 7. AI-Enabled Content Evolution
• Supporting adoption of AI-enabled content workflows
• Improving content scalability through technology and automation
• Developing AI-ready content structures
• Enhancing operational efficiency through process innovation
• Drive capability adoption and business application of emerging content technologies.

Requirements

• 12+ years of experience in customer experience, content strategy, digital commerce, creative operations, marketing transformation, or related disciplines
• Experience leading multidisciplinary teams across content, design, production, and operations
• Experience managing large-scale digital content ecosystems
• Strong understanding of customer journey design and content-driven business growth

Preferred

• Direct-to-consumer and commerce environments
• Retail and marketplace ecosystems
• Content operations and governance
• Customer experience optimization
• Workflow transformation and operational scaling
• AI-enabled content environments