Senior Director, Customer Strategy

A Little About Us

The Customer Marketing and Lifecycle organization at Yahoo is the engine driving long-term value across our iconic portfolio. We sit at the intersection of data, product, and the customer, creating personalized experiences for millions of users across News, Search, Sports, Finance, and Mail. Our mission is to evolve from transactional interactions to deep, value-driven relationships that deliver the right message at the right moment across the entire Yahoo ecosystem.

About The Role

The Senior Director of Customer Strategy owns Yahoo’s end-to-end customer lifecycle strategy, from acquisition through winback. This is a high-impact leadership role requiring enterprise-level thinking. You will architect scalable frameworks that move the organization away from manual task-setting toward automated, high-scale optimization. You will lead a team of strategists to drive consistency, operational excellence, and measurable growth across all Yahoo verticals.

Key Responsibilities

• Enterprise Strategy: Define and evolve Yahoo’s lifecycle architecture, transitioning from static trigger-based strategies to dynamic, real-time journey orchestration.
• Strategic Ownership: Act as the primary architect for the customer journey, ensuring a cohesive user experience and identifying operational efficiencies across all touchpoints.
• Personalization at Scale: Translate first-party data and lifecycle signals into growth strategies, leveraging AI and predictive modeling to optimize messaging and advance real-time personalization.
• Vertical Leadership: Lead and develop a high-performing team of Vertical Lifecycle Strategists, ensuring specialized product strategies align with broader enterprise frameworks.
• Operational Transformation: Implement a roadmap to scale shared lifecycle frameworks, replacing manual workflows with automated orchestration and standardized principles.
• Cross-Functional Partnership: Partner with CRM, Paid Media, and Product teams to align strategy with activation, ensuring messaging priorities remain consistent across all channels.
• Data-Forward Oversight: Collaborate with Analytics teams to define KPIs, prioritizing the use of automated propensity models (LTV, Churn) to drive proactive strategy rather than retrospective reporting.
• Workflow Innovation: Proactively identify and implement new tools and AI-driven workflows to increase the speed of decision-making and the quality of portfolio-wide messaging.

Basic Qualifications

• 15+ years of progressive marketing experience, with significant leadership in lifecycle, growth, CRM, or customer strategy.
• Proven track record leading large-scale marketing transformations and managing complex, multi-vertical organizational structures.
• Deep expertise in CRM and owned channel marketing (email, push, in-app, automation) with a focus on automated systems.
• Strong executive presence with the ability to influence GMs and Product leaders on the value of AI-driven customer strategies.
• Experience utilizing AI tools for strategy synthesis, workflow automation, or content optimization.
• Ability to navigate and lead through evolving, technology-augmented environments to increase total portfolio impact.

Preferred Qualifications

• Previous experience in a multi-brand or multi-vertical ecosystem with complex data integration.
• Bachelor’s degree in Marketing, Business, Economics, or a related field (Master’s preferred).