Director, Consumer Experience

Responsibilities

• Map current and future Retail and VIP journeys, identify priority friction points, and implement improvements with cross-functional partners.
• Launch a Voice of Customer program and dashboard with baseline measures, agreed-upon targets, and regular reporting that drives action.
• Partner with Marketing, Digital, and Field Development to launch and measure acquisition and nurture pathways that generate leads and improve conversion.
• 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.
• 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.
• 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.
• Establish performance baselines and targets, measure business impact, and refine initiatives to improve engagement, retention, advocacy, and lifetime value.
• Proven success turning business priorities into initiatives delivered through implementation and measurement.

Requirements

• 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.
• Experience hiring, coaching, and developing teams while establishing clear expectations and accountability.
• Strong planning and problem-solving skills, with the ability to build structure and deliver results amid ambiguity and change.
• Experience with dashboards, CRM, Voice of Customer, digital analytics, or consumer engagement platforms preferred.

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.

Deliver measurable results

• Improve the end-to-end consumer journey
• Turn consumer insights into action

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.

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.

Collaboration and influence

Ability to align cross-functional partners, manage competing priorities, and champion consumer needs in business decisions.

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

Founded in gut health. Experts in microbiome. Plexus Worldwide®, headquartered in Scottsdale, Arizona, is a renowned direct-selling company recognized as a top employer. Over the past 18 years, Plexus has dedicated itself to promoting hope, health, and happiness through its scientifically backed, innovative dietary supplements, weight management products, and personal care products, sold primarily through Plexus Brand Ambassadors. As a six-time Best Places to Work awardee, Blue Zone-approved employer, and an AZ Most Admired Company, Plexus prides itself on its robust organizational culture and commitment to community support and philanthropy. Our team is driven by a shared mission to empower individuals to achieve their health and wellness goals while offering additional income through the sale of products. Join us to be part of a team that values people, innovation, wellness, and community impact.

Benefits

• Highly rated and competitive medical plans.
• 401 (k) with company match and immediate vesting.
• 1-on-1, personalized health coaching.
• Many other voluntary benefits.
• To learn more about Plexus Worldwide, please review our careers page at www.plexusworldwide.com/careers
• Learn more about our One Plexus culture.
• Watch this short video to see how our values, people, and purpose come together to make Plexus a great place to grow and make an impact.

https://plexusworldwide-1.wistia.com/medias/zhfpm3vi4o

Thank you for taking the time to apply for an opportunity with our One Plexus team! If you had any issues during the application process, please get in touch with us directly at [email protected]

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