Director, Consumer Experience

Director, Consumer Experience

The Role

The Director, Consumer Experience builds and leads Plexus’ Consumer Experience function, improving how consumers discover, purchase, use, reorder, and share our products. This position translates consumer insights, behavioral data, and Voice of Customer feedback into measurable improvements in acquisition, engagement, retention, loyalty, and profitable growth.

Employee Value Proposition

Build a new function with executive visibility and direct influence on Plexus’ growth strategy. Working alongside the VP, this leader will shape the team, operating model, and roadmap while helping define the future of consumer experience within direct selling.

Key Performance Objectives

• Build the function: Partner with the VP to establish the team, responsibilities, governance, and prioritized Consumer Experience roadmap.
• Improve consumer journeys: Map current and future Retail and VIP journeys, identify priority friction points, and implement improvements with cross-functional partners.
• Establish consumer intelligence: Launch a Voice of Customer program and dashboard with baseline measures, agreed-upon targets, and regular reporting that drives action.
• Develop a consumer lead pipeline: Partner with Marketing, Digital, and Field Development to launch and measure acquisition and nurture pathways that generate leads and improve conversion.
• Deliver measurable results: Execute priority initiatives that demonstrate improvement against established retention, reorder, engagement, and advocacy targets.

Performance Accountabilities

Build and lead the Consumer Experience function

• Partner with the VP to establish the strategy, team, operating model, and roadmap aligned with company growth priorities.
• Establish clear roles, experience standards, governance, and accountability.
• Hire, coach, and develop team members while removing barriers to execution.

Improve the end-to-end consumer journey

• Map current and future Retail and VIP journeys across discovery, purchase, onboarding, product use, reorder, and advocacy.
• Identify friction points and partner cross-functionally to implement improvements that simplify the experience.
• Develop engagement strategies that strengthen product understanding, reorder habits, retention, and loyalty.

Turn consumer insights into action

• Establish Voice of Customer programs that combine consumer feedback, behavioral data, and operational insights.
• Build dashboards and reporting that track journey performance and identify opportunities for improvement.
• Translate findings into clear recommendations that influence business priorities, communications, processes, and technology decisions.

Drive growth and measurable results

• Partner with Marketing, Digital, Field Development and training to build consumer lead and nurture pathways that improve acquisition and conversion.
• Lead priority initiatives from concept through implementation, aligning stakeholders on ownership, resources, and timelines.
• Establish performance baselines and targets, measure business impact, and refine initiatives to improve engagement, retention, advocacy, and lifetime value.

Performance Qualifications

• Consumer experience leadership: Eight years of experience in consumer experience, lifecycle management, consumer insights, marketing, digital experience, or customer operations, including at least three years at the manager level or above leading people, programs, or cross-functional initiatives.
• Journey design and engagement: Demonstrated ability to map consumer journeys, remove friction, and develop engagement strategies that improve conversion, repeat purchase, and loyalty.
• Consumer insights and analytics: Experience translating Voice of Customer feedback, behavioral data, and operational metrics into actionable recommendations and measurable improvements.
• Strategic planning and execution: Proven success turning business priorities into initiatives delivered through implementation and measurement.
• Collaboration and influence: Ability to align cross-functional partners, manage competing priorities, and champion consumer needs in business decisions.
• People leadership: Experience hiring, coaching, and developing teams while establishing clear expectations and accountability.
• Organization and adaptability: Strong planning and problem-solving skills, with the ability to build structure and deliver results amid ambiguity and change.
• Technology and tools: Experience with dashboards, CRM, Voice of Customer, digital analytics, or consumer engagement platforms preferred.
• Education: Bachelor’s degree in business, marketing, communications, analytics, operations, or a related field, or equivalent related experience. Master’s degree and relevant professional certifications preferred.

About Plexus