Director, Customer Experience & Marketplace Growth in Fall River, Massachusetts at George Patton Assoc Inc

Director, Customer Experience & Marketplace Growth

Location: Fall River, MA (Hybrid – Tuesday & Thursday Onsite / Monday, Wednesday & Friday Remote)
Compensation: $140,000 – $160,000 + Bonus
Reports To: VP, Customer Experience & eCommerce

Build the Function. Grow the Business.

Displays2Go is seeking a hands-on leader to help define and build the future of Customer Experience and Marketplace Growth.

This is not a traditional Director role with a large team or established function. It is a builder role. While you'll help shape strategy, you'll also be expected to personally drive execution, particularly during the first year as we establish and grow the function.

The ideal candidate enjoys ambiguity, creates structure where none exists, and is equally comfortable identifying opportunities, building business cases, and executing initiatives.

About Displays2Go

Displays2Go is a leading B2B ecommerce retailer and manufacturer serving businesses across North America with display, event, and merchandising solutions. As part of the TAKKT Group, we combine the agility of a growth-focused business with the stability and resources of a global organization.

About the Role

Reporting to the VP of Customer Experience & eCommerce, this role sits at the intersection of:

• Amazon Marketplace Growth
• Customer Experience
• Customer Insights
• Ecommerce Strategy
• Business Innovation

You'll serve as the company's Amazon marketplace leader while helping establish a more structured approach to understanding customer needs, identifying growth opportunities, and improving the customer experience across the business.

This role is highly cross-functional and works closely with Customer Service, Ecommerce, Merchandising, Technology, Marketing, and Executive Leadership.

What Success Looks Like in the First 12 Months

Take Full Ownership of D2G's Amazon Marketplace Business - Serve as the company's Amazon subject matter expert and drive profitable growth through assortment, content, pricing, merchandising, customer experience, and operational improvements.

Operate as a Builder and Individual Contributor - Personally lead initiatives and establish scalable processes before additional team resources are added.

Evaluate D2G's Portfolio of Value-Added Services - Use customer insights, business performance data, and market opportunities to determine where to invest, enhance, scale, or introduce new offerings.

Build the Foundation for D2G's Customer Experience Function - Define priorities, establish a roadmap, and recommend the capabilities and investments that will drive the greatest customer and business impact.

Use Data to Prioritize Opportunities and Measure Impact - Develop recommendations grounded in customer behavior, customer feedback, and commercial outcomes.

Create Structure in an Evolving Environment - Bring clarity, prioritization, and momentum to a newly forming function with a strong bias toward action.

Key Responsibilities

Marketplace Growth & Optimization

• Own Amazon marketplace performance and growth strategy
• Identify opportunities to improve conversion, profitability, and customer experience
• Optimize assortment, pricing, content, and operational performance
• Monitor marketplace trends and performance metrics
• Partner with internal teams to execute growth initiatives

Growth & New Opportunity Development

• Evaluate current customer offerings and identify new growth opportunities
• Design and execute pilots and proof-of-concept initiatives
• Build business cases supported by customer and business data
• Validate opportunities before broader investment

Customer Insights & Experience

• Gather and analyze customer feedback, reviews, surveys, and behavioral data
• Identify customer pain points and experience gaps
• Translate insights into actionable business recommendations
• Develop processes for leveraging Voice of Customer data

Cross-Functional Leadership

• Influence stakeholders across multiple departments
• Facilitate alignment around customer and growth priorities
• Present recommendations and findings to leadership
• Drive initiatives from concept through execution

What We're Looking For

Required Qualifications

• 8–12 years of experience in ecommerce, marketplace management, customer experience, growth, product management, business strategy, or related disciplines
• Experience owning business outcomes and driving measurable results
• Strong analytical and problem-solving skills
• Experience using data to guide decision-making
• Demonstrated success leading cross-functional initiatives
• Ability to operate effectively in a fast-paced, evolving environment

Preferred Qualifications

• Amazon Marketplace experience
• Ecommerce platform experience
• Customer analytics, VOC, or customer insights experience
• Experience building programs, processes, or capabilities from scratch
• B2B ecommerce experience

If you're a builder who enjoys turning customer insights into growth opportunities and measurable business results, we'd love to hear from you.