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

Director of Customer Experience (CX) & Growth | eCommerce, Marketplace, Digital Commerce

Location: Hybrid – Providence / Boston Area
Company: Displays2Go
Job Type: Full-Time

Lead Marketplace Growth, Revenue, and Customer Experience

Displays2Go is hiring a Director of Customer Experience (CX) & Growth to drive eCommerce growth, marketplace strategy, and revenue expansion across digital commerce channels.

This role is ideal for a leader with deep experience in Marketplace or eCommerce, a strong revenue ownership mindset, and the ability to translate customer insights into growth opportunities.

You will own high-impact initiatives across Amazon marketplace performance, digital commerce expansion, customer analytics (VOC), and end-to-end customer experience strategy.

Key Responsibilities

Marketplace & eCommerce Growth

• Own and scale Amazon marketplace and digital commerce channels
• Drive revenue growth, profitability, and multi-channel expansion
• Identify and launch new marketplace and eCommerce opportunities
• Partner cross-functionally to scale digital commerce capabilities

Growth, Revenue & Digital Strategy

• Lead growth strategy initiatives that drive incremental revenue
• Optimize conversion, customer lifetime value (CLV), and retention
• Build and scale new digital products, services, and revenue streams

Customer Experience (CX) & Insights

• Own the end-to-end customer experience strategy and journey optimization
• Lead customer analytics, Voice of Customer (VOC), and insights programs
• Translate data into actionable improvements and growth initiatives
• Improve NPS, CSAT, and customer engagement

Customer Service, Support & Enablement

• Improve customer service experience, policies, and support operations
• Build scalable self-service tools, education, and onboarding experiences
• Reduce friction while improving customer satisfaction and efficiency

Qualifications

• 8+ years in eCommerce, Marketplace, Digital Commerce, Customer Experience, or Growth
• Proven success owning marketplace revenue (Amazon preferred) or eCommerce channels
• Strong experience in customer analytics, VOC, and data-driven growth strategy
• Demonstrated ability to drive revenue, retention, and customer engagement
• Experience leading cross-functional teams across Ecommerce, Product, Marketing, and Operations
• Background in customer service, support, or experience optimization strongly preferred

Why Join Displays2Go?

• Own marketplace and eCommerce revenue growth
• Lead customer experience and digital commerce strategy
• Drive measurable business impact through insights and innovation