Senior Director Engagement Customer & Data

Job Title: Sr Director, Customer Engagement & DataJames Hardie is the industry leader in exterior home and outdoor living solutions, with a portfolio that includes fiber cement, fiber gypsum, composite and PVC decking and railing products. Our family of trusted brands includes Hardie®, TimberTech®, AZEK® Exteriors, Versatex®, fermacell®, and StruXure®.This newly created Senior Director role is critical to what we are building as an organization. It’s an opportunity to help shape our digital future—connecting strategy, technology, data and customer experience across the enterprise. The person who steps into this role won’t simply manage existing capabilities; they will help build the foundation for how we better serve our customers, enable our teams and drive growth for years to come.” — Brian Sekerak, Vice President, Digital ExperienceWith over 8,000 employees and our U.S. operating entities headquartered in Chicago, we boast 31 operating sites, 6 recycling facilities, and 6 research and development centers globally. Powered by a dynamic workforce, we’re united by our purpose of Building a Better Future for All™ through sustainable innovation, a Zero Harm culture, and a commitment to empowering our people and communities.For more information, visit www.jameshardie.com.Role SummaryReporting to the VP of Digital Experience, the Senior Director of Digital Product – Customer Engagement & Data will lead the vision, strategy, and execution of customer engagement and data platforms that directly support sales productivity, direct customer commerce enablement, homeowner lead generation, pipeline quality, and revenue growth.This newly created Senior Director role is critical to what we are building as an organization. It’s an opportunity to help shape our digital future—connecting strategy, technology, data and customer experience across the enterprise. The person who steps into this role won’t simply manage existing capabilities; they will help build the foundation for how we better serve our customers, enable our teams and drive growth for years to come.” — Brian Sekerak, Vice President, Digital ExperienceThis role sits at the intersection of Sales, Marketing, Technology, and Data, owning the strategy and performance of core engagement platforms including CRM, Customer Data Platform (CDP), and Marketing Automation, and partnering closely on ERP-integrated direct customer commerce enablement. The role is accountable for enabling high-quality lead flow, clear lifecycle ownership, actionable customer insights, and scalable digital products that help sales teams move faster, close more business, and drive growth across B2B and B2B2C customer segments.Key ResponsibilitiesProduct Strategy & Platform OwnershipOwn the product strategy and roadmap for customer engagement platforms, including CRM, Marketing Automation, and CDP.Prioritize features and data use cases that improve:Lead quality and speed-to-contactAccount and opportunity visibilityContractor and homeowner matchingSales productivity and pipeline conversionEnsure CRM and CDP platforms operate as systems of record for sales, marketing, and service interactions.Balance near-term sales and marketing enablement needs with long-term platform scalability and data strategy.Sales Partnership & Revenue EnablementServe as a strategic partner to Sales Leadership and Sales Operations to design CRM workflows aligned to how sales teams sell.Co-own lead lifecycle definitions (Inquiry → MQL → SQL → Opportunity → Closed/Won) and supporting platform logic.Partner with Sales Operations on:Lead routing and territory logicAccount hierarchies and buying group modelsOpportunity stages and pipeline definitionsCRM inputs required for forecasting and reportingEstablish and govern SLAs, lifecycle definitions, and feedback loops between Sales and Marketing to ensure accountability and continuous improvement.Lead Management, Pipeline Quality & AttributionOwn CRM-driven lead management capabilities, including scoring, enrichment, routing, and lifecycle progression.Improve pipeline quality by ensuring sales teams receive prioritized, actionable, and context-rich leads.Enable closed-loop reporting connecting marketing activity to leads, opportunities, and closed/won revenue.Partner cross-functionally to ensure CRM and CDP reporting is trusted as a source of truth.What You’ll Do:Customer Journey, Personalization & Commercial InsightsTranslate journey insights into digital capabilities that improve targeting, message relevance, and conversion.Enable use cases such as real-time personalization, homeowner-to-contractor matching, and behavioral journey tracking.Leverage AI, customer profiling, and computed traits to enrich CRM and CDP data models and improve marketing and sales ROI.Ensure customer journey orchestration supports both marketing activation and effective sales follow-up.Cross-Functional Leadership & GovernanceLead cross-functional squads spanning Sales, Marketing, IT, Data Engineering, Analytics, and Commercial teams.Establish governance models for:Data ownership and qualityConsent, privacy, and complianceLead quality standardsCRM configuration and change managementDefine clear decision rights, escalation paths, and success metrics across teams.CRM Adoption, Enablement & Change ManagementDrive CRM adoption by ensuring platforms are intuitive, valuable, and aligned to sales and marketing workflows.Partner with Sales Enablement and Sales Leadership on:Training and onboardingRollout of new capabilitiesMeasurement of adoption, usage, and effectivenessMeasurement & Business ImpactTrack and improve KPIs including:Lead-to-opportunity conversionSpeed-to-lead and response SLAsPipeline velocity and win ratesCRM adoption and data qualityUse insights to continuously refine engagement and data strategy in service of revenue growth.Marketing AutomationOversee marketing automation strategy and platform performance across email and SMS channels.Partner cross-functionally to ensure effective activation, measurement, and compliance across all engagement systems.What You’ll Bring:Qualifications12+ years of experience in digital product management, CRM, CDP, or revenue systemsDeep expertise with the Salesforce ecosystem and customer data platforms (Adobe CDP preferred)Strong understanding of sales processes, lead management, and pipeline dynamicsExperience aligning CRM platforms with Sales Operations and revenue workflowsProven ability to lead cross-functional teams in complex, matrixed organizationsStrong analytical skills with the ability to translate data into commercial insightsSolid understanding of data privacy, consent management, and compliance requirementsBonus ExperienceExperience supporting B2B or B2B2C sales modelsFamiliarity with homeowner lead-driven and partner-based revenue modelsExperience applying AI or predictive models to sales prioritization and personalizationBackground in customer journey mapping across marketing and sales touchpointsWhat You’ll Receive:As of the date of this posting, a good faith estimate of the current pay scale for this position is $172,000 to $230,000. Placement in the range depends on several factors such as experience, skills, geography and internal equity and may change over time. This position qualifies for benefits and you will be eligible to participate in a bonus plan.At James Hardie, we recognize that our success depends on our people. We've worked hard to build a generous and competitive benefits program that demonstrates our commitment to our employees.Compensation: competitive salary and bonus eligibilityInsurance: day-one health coverage medical, dental, vision, life insurancePaid Time Off: vacation and company holidaysRetirement: 401(k) with 6% matchInvestments: Employee Stock Purchase plan (ESP)Work-Life Balance: parental leave, wellness programsPurpose. Impact. Community: Sustainability Initiatives | James HardieJames Hardie Building Products Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, gender, sex, age, national origin, religion, sexual orientation, gender identity/expression, genetic information, veteran's status, marital status, pregnancy, disability, or any other basis protected by law.James Hardie will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, in accordance with its plans and policies.The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.