Sr. Director - Customer Data & Personalization Platforms

Sr. Director - Customer Data & Personalization Platforms

James Hardie is the industry leader in exterior home and outdoor living solutions, with a portfolio that includes fiber cement, fiber gypsum, composite and PVC decking and railing products. Our family of trusted brands includes Hardie, TimberTech, AZEK Exteriors, Versatex, fermacell, and StruXure.

With over 8,000 employees and our U.S. operating entities headquartered in Chicago, we boast 31 operating sites, 6 recycling facilities, and 6 research and development centers globally. Powered by a dynamic workforce, we're united by our purpose of Building a Better Future for All through sustainable innovation, a Zero Harm culture, and a commitment to empowering our people and communities. For more information, visit www.jameshardie.com.

This position is based at our offices in Chicago's West Fulton Market District with a hybrid weekly work schedule. An employee shuttle to and from Ogilvy Transportation and Union Station is provided, as well as subsidized parking in our buildings attached garage.

Reporting to the VP of Digital Experience, the Senior Director, Customer Data & Personalization Platforms will lead the vision, strategy, and roadmap for CRM, CDP, and marketing automation platforms. This role will drive innovation in personalization and customer engagement, building scalable, data-driven journeys that deliver both immediate business impact and long-term value.

Partnering with cross-functional teams, this leader will shape the future of how we connect with customers across the entire experience transforming data into meaningful engagement at scale.

Key Responsibilities :

• Define and communicate the personalization vision, strategy, priorities, and KPIs
• Lead CRM and personalized campaign execution with cross-functional partners.
• Evaluate and integrate Martech platforms to scale customer engagement.
• Deliver top activation use cases such as advanced segmentation, lead enrichment, and journey orchestration.
• Link tactical execution to enterprise business strategies.
• Use data to measure performance, optimize campaigns, and drive improvements.
• Identify problems, create scalable solutions, and optimize operational processes.
• Champion continuous improvement and stay ahead of industry trends.
• Translate journey insights into digital tools that improve targeting, relevance, and conversion.
• Leverage AI, customer profiling, and computed traits to enrich CRM / CDP models and boost ROI.
• Deliver personalized use cases like real-time content, contractor training, and behavioral tracking.
• Drive adoption of a unified customer profile across all touchpoints (Web, Call Center, CRM, Email, AZEKNow, etc.)
• Oversee platform implementation and evolution.
• Monitor KPIs including conversion, lead quality, campaign performance, and engagement across channels.
• Lead cross-functional teams in a matrixed environment to deliver measurable outcomes.
• Build strong partnerships across marketing, product, IT, and analytics.
• Foster a culture of innovation, agility, and customer-centricity.

Qualifications :

Bonus Points For :

James Hardie Building Products Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, gender, sex, age, national origin, religion, sexual orientation, gender identity / expression, genetic information, veteran's status, marital status, pregnancy, disability, or any other basis protected by law. James Hardie will comply with any applicable state and local laws regarding employee leave benefits.