• Develop and execute a company-wide personalization strategy to maximize customer engagement, retention, and revenue. • Lead and develop a high-performing team of marketing professionals responsible for personalization and retention initiatives. • Provide coaching, mentorship, and professional development to direct reports to foster innovation and growth. • Define KPIs for personalization success, including revenue per customer, AOV, order frequency, conversion, and engagement lift. • Establish clear goals and performance standards to ensure alignment with organizational priorities and cross-functional objectives. • Partner cross-functionally with Marketing, Product, BI, and Engineering to design and implement a scalable personalization engine. • Lead the design and implementation of a real-time personalization platform that delivers the right message, offer, and content to the right customer at the right time. • Leverage generative AI, machine learning models, and predictive analytics to power customer segmentation, product recommendations, and lifecycle triggers. • Build and manage a library of thousands of dynamic offers and messages, optimized through continuous testing and reinforcement learning. • Collaborate with Data Science to develop customer propensity models and “next best action” algorithms. • Redefine the customer journey by embedding personalization into every channel—site, app, email, push, and loyalty program. • Partner with Creative and CRM teams to scale personalized content generation using AI tools and templates. • Design and launch a next-generation personalized rewards and loyalty ecosystem, surpassing traditional programs in perceived and delivered value. • Establish a robust experimentation framework (A/B and multivariate testing) to continuously improve personalization performance. • Build real-time dashboards with the BI team to measure personalization impact on conversion, retention, and customer value. • Partner with analytics and finance teams to quantify ROI and optimize investment in personalization initiatives.