NATIONAL DIRECTOR OF BRAND EXPERIENCE & GROWTH

Position Purpose

Key Responsibilities

Enterprise Leadership and Influence

• Lead the national brand experience and growth strategy across Compass One at Amazon locations, setting direction for priorities, standards, outcomes, and field execution expectations.
• Influence operations, culinary, digital, finance, analytics, strategic projects, and client stakeholders to advance shared growth objectives and prioritize customer engagement initiatives.
• Lead national growth reviews with operational leadership to align performance, adoption, barriers, and next actions across markets and operating regions.
• Establish scorecards, governance routines, accountability, and decision rights for growth and brand activation.
• Ensure local execution aligns with enterprise standards, customer experience goals, communication requirements, and national growth priorities.
• Drive accountability for campaign deployment, growth initiative adoption, and follow-through across direct and indirect teams.
• Directly manage Marketing Field Managers, providing leadership, prioritization, coaching, and accountability for disciplined execution.
• Serve as the executive subject matter expert for brand experience, growth enablement, customer communication strategy, and client-appropriate storytelling.
• Develop data-backed narratives and client-ready recommendations that translate insights into strategic direction and change management plans.

Growth Leadership

• Own the national growth framework across priority strategic programs, including annual plans, market-level targets, and measurable business outcomes.
• Identify opportunities to increase participation, frequency, transaction size, customer retention, and adoption across priority programs and markets.
• Develop customer segmentation strategies and targeted activation plans that translate insights into practical growth actions.
• Partner with operations leaders to convert marketing initiatives, brand activations, and customer engagement strategies into measurable sales growth.
• Identify underperforming programs, recommend corrective actions, and align cross-functional partners around execution priorities.
• Develop predictive frameworks that identify future growth opportunities and inform prioritization.

Strategic Growth and Brand Activation

• Develop brand activation strategies aligned with business, client, customer, retail, catering, and culinary priorities.
• Develop annual retail traffic and transaction strategies with operations and culinary teams to increase adoption, merchandising effectiveness, and promotional impact.
• Develop annual catering growth plans with the National Director of Catering Growth, including seasonal campaigns, LTO support, customer acquisition, awareness, and national marketing alignment.
• Translate customer insights, trends, workplace experience drivers, and performance data into recommendations that improve participation, engagement, and program adoption.
• Own marketing content, campaign assets, graphic materials, templates, customer-facing communication tools, and promotional support materials.
• Build scalable campaign models that support consistent implementation with appropriate market flexibility.
• Evaluate marketing and communication investments to improve impact, efficiency, growth contribution, and return on resources.
• Partner with Data & Analytics to measure initiative performance across participation, satisfaction, sales, adoption, margin, retail traffic, transaction, and catering performance data.

Operational Enablement

• Partner with field operations to simplify execution, reduce duplication, and improve consistency of brand and communication initiatives.
• Coordinate field support across culinary, wellness, analytics, strategic projects, operations, and digital teams.
• Use data and operator feedback to refine campaigns, remove barriers, and improve adoption across markets.
• Standardize repeatable work while preserving local flexibility for market-specific customer needs and innovation.

Functional Execution

This role translates national brand experience and growth strategy into practical, repeatable execution across markets. The focus is to improve awareness, adoption, customer engagement, operator enablement, and ROI through disciplined planning, data-driven prioritization, and cross-functional alignment.

Core Competencies

• Strategic Mindset: Anticipates future customer, client, and business needs and translates them into scalable brand experience and growth strategies.
• Business Insight: Applies knowledge of business drivers, financial performance, customer behavior, and market dynamics to prioritize high-impact work.
• Executive Communication and Thought Leadership: Communicates complex insights through clear, data-backed, client-ready narratives.
• Influence and Collaboration: Builds trust, aligns stakeholders, and advances shared objectives across functions.
• Driving Results: Converts strategy into measurable action, maintains momentum through ambiguity, and delivers outcomes through direct and indirect teams.
• Ensuring Accountability: Establishes clear ownership, decision rights, scorecards, and follow-through mechanisms that support disciplined execution.
• Manages Ambiguity: Operates effectively where priorities, ownership, and execution paths require alignment.
• Customer-Centric Innovation: Uses customer feedback, operator insight, and market trends to improve the experience, test new ideas, and scale effective solutions.
• Change Leadership: Guides stakeholders through new standards, campaigns, platforms, and ways of working with clear communication and practical enablement.

Qualifications

• Bachelor’s degree in marketing, communications, business, hospitality, or related field required.
• 7+ years of senior marketing, brand, communications, growth, or customer experience leadership experience; B2B and B2C experience required, B2B2C experience preferred.
• Strong business and financial acumen, quantitative fluency, creative problem-solving, executive communication, stakeholder influence, change management, and the ability to lead direct and indirect teams in a matrixed environment.
• Ability to travel as determined by business needs.