Head of Content Experience

Position Summary

We are seeking a strategic leader to build and scale a Content Experience capability as a core business growth engine.

The Head of Content Experience is responsible for leading the Content Experience function, overseeing Creative Strategy, Experience Design, Content Production, and Content Operations. This role owns the end-to-end Content Experience capability and drives measurable business impact through customer engagement, discovery effectiveness, conversion improvement, and scalable content operations.

This leader will drive the evolution from fragmented campaign-based execution toward an integrated Content Experience operating model that delivers measurable business impact across direct-to-consumer, retail, marketplace, and emerging AI-driven discovery environments.

The ideal candidate combines customer experience thinking, content strategy, operational leadership, and business acumen to build scalable capabilities that support long-term growth.

Mission

Design and deliver customer-centric content experiences that drive discovery, engagement, and conversion across the customer journey.

Build and scale a Content Experience capability through customer-focused content, experience innovation, operational excellence, and measurable business outcomes.

Organization Scope

The Head of Content Experience leads the following teams:

• Creative Strategy

• Experience Design

• Content Production

• Content Operations

This role is accountable for the overall effectiveness, maturity, scalability, and business impact of the Content Experience function.

Key Responsibilities

1. Content Experience Leadership

Lead the development and execution of an integrated Content Experience strategy that supports customer discovery, evaluation, decision-making, and conversion.

Responsibilities include:

• Defining the Content Experience vision and roadmap

• Aligning content and experience initiatives with business objectives

• Ensuring consistency across customer touchpoints

• Driving customer-centric decision-support experiences

• Connecting storytelling, product information, customer needs, and commerce experiences

2. Capability Leadership

Build and strengthen four core Content Experience capabilities:

Creative Strategy

• Brand and product storytelling frameworks

• Messaging architecture

• Customer intent and decision-support content

• Discovery and conversion content strategies

Experience Design

• Customer journey design

• Information architecture

• Navigation and usability optimization

• Product detail and commerce experience design

Content Production

• Creative asset development

• Design, video, motion, copy, and visual content creation

• Modular content production systems

• Production quality standards

Content Operations

• CMS and DAM operations

• Content governance

• Localization management

• Content lifecycle management

• Content scalability and reusability

3. Business Impact Ownership

Ensure Content Experience initiatives contribute directly to business performance.

Responsibilities include:

• Improving content effectiveness and customer engagement

• Increasing discoverability and conversion performance

• Enhancing product experience performance

• Driving content reuse and operational efficiency

• Supporting revenue growth through improved customer experiences

Partner closely with commercial, marketing, digital, analytics, and operational stakeholders to align content investments with business goals.

4. Operational Excellence

Develop scalable operating models that improve speed, efficiency, quality, and consistency.

Responsibilities include:

• Establishing content governance standards

• Improving workflow efficiency

• Optimizing resource allocation

• Creating repeatable content frameworks

• Standardizing processes across channels and platforms

Lead continuous improvement initiatives that increase organizational effectiveness and scalability.

5. Cross-Functional Leadership

Serve as the primary Content Experience leader across the organization.

Collaborate closely with:

• Marketing

• Digital Commerce

• Analytics & Insights

• Operations

• Technology

• Executive Leadership

Ensure alignment between customer needs, business priorities, and execution teams.

6. Team & Organizational Development

Build a high-performing Content Experience organization.

Responsibilities include:

• Talent development and succession planning

• Capability assessment and development

• Hiring and workforce planning

• Coaching and leadership development

• Performance management

Foster a culture of collaboration, accountability, innovation, and continuous learning.

7. AI-Enabled Content Evolution

Partner with technology and transformation leaders to modernize content workflows and capabilities.

Responsibilities include:

• Supporting adoption of AI-enabled content workflows

• Improving content scalability through technology and automation

• Developing AI-ready content structures

• Enhancing operational efficiency through process innovation

Drive capability adoption and business application of emerging content technologies.

Success Metrics (KPIs)

Business Impact

• Conversion Contribution

• Discovery Effectiveness

• Product Experience Performance

• Customer Engagement Growth

Capability Performance

• Content Reusability Rate

• Content Quality Score

• Production Efficiency

• Content Scalability

Operational Excellence

• Time-to-Market

• Workflow Efficiency

• Publishing Accuracy

• SLA Achievement

Organizational Health

• Team Capability Maturity

• Employee Retention

• Leadership Bench Strength

• Cross-Functional Collaboration Effectiveness

Qualifications

Required Experience

• 12+ years of experience in customer experience, content strategy, digital commerce, creative operations, marketing transformation, or related disciplines

• Experience leading multidisciplinary teams across content, design, production, and operations

• Experience managing large-scale digital content ecosystems

• Strong understanding of customer journey design and content-driven business growth

Preferred Experience

• Direct-to-consumer and commerce environments

• Retail and marketplace ecosystems

• Content operations and governance

• Customer experience optimization

• Workflow transformation and operational scaling

• AI-enabled content environments

Leadership Profile

We are not seeking a traditional campaign-focused Creative Director.

We are seeking a business-minded Content Experience leader who can:

• Build capabilities

• Lead organizations

• Improve customer experiences

• Drive operational excellence

• Deliver measurable business impact

Success in this role is defined not by campaign output, but by the effectiveness, scalability, and business contribution of the Content Experience function.