Associate Director – Marketing & CX Operations

Job Description

You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands.

The Kimberly-Clark Professional (KCP) CX & Marketing organization aims to be an innovative, “customer-first” thought leader and invaluable business partner to all industry end users and distributors by providing insights-driven solutions that meet unique needs. The team strives to exceed Channel and End User expectations with unparalleled thought leadership and innovative category technology, resulting in relevant solution bundles that maximize KCP's competitive advantage, share leadership, volume growth, and best-in-class partner status. Their Purpose is to unlock quantifiable growth through brand leadership for long-term market dominance. The Vision is to be a united team focused on customer needs, innovative marketing, and data-driven execution. They prioritize transparency, a customer-centric approach, data-driven decisions, and empathetic collaboration. Upholding values of integrity, curiosity, tenacity, agility, and inclusivity, the team is committed to continuous improvement and adapting to changes while celebrating diversity as a strength.

The Associate Director of Marketing & CX Operations is a strategic leader responsible for ensuring that customer and business outcomes are clearly defined, consistently measured, and reliably achieved across the customer lifecycle. This role oversees analytics, AI strategy, and program management to ensure the organization:

Defines the right outcomes (customer and business impact, not just activity)
Activates insights and predictive analytics to prioritize what matters most
Maintains program discipline to deliver results at speed and scale

This leader partners closely with CX and Marketing leaders to connect strategy to results—ensuring that data, technology, and process work together to elevate customer experience, marketing programs and business performance.

In this role, you will

Analytics & Insights Leadership

Establish outcome-driven measurement frameworks tied to both customer impact (CES, adoption, satisfaction) and business performance (growth, retention, cost-to-serve).
Build robust dashboards and reporting that track progress against clearly defined targets.
Ensure a closed-loop insights cycle: data → insight → prioritization → action → remeasurement.
Partner with data teams to ensure data integrity, governance, availability and usability.
Translate analytics into clear, actionable recommendations for product, marketing, and CX leaders.

AI Strategy & Enablement

Define and operationalize an AI/automation roadmap to enhance personalization, predictive insights, and efficiency for Marketing and CX scope.
Partner with Commercial Analytics, IT and data science to prioritize high-value use cases (e.g., churn prediction, lead scoring, dynamic content).
Continuously monitor and optimize models for accuracy, bias, and ROI.

Program Management & Execution Discipline

Lead cross-functional program management for CX and marketing initiatives.
Define outcome-based KPIs upfront, track progress, and ensure benefits realization is reported back to leadership.
Establish governance, operating rhythms, and transparent reporting cadences.
Manage dependencies, risks, and change management with discipline.
Ensure that initiatives are delivered on time, on budget, and achieve intended outcomes (not just outputs).

Operational Excellence & Enablement

Build and lead a high-performing operations team across analytics, tooling, and process.
Maintain a portfolio view of initiatives and outcomes to drive prioritization and resource allocation.
Ensure adoption of new capabilities through structured training, enablement, and documentation.
Drive continuous improvement by monitoring adoption, performance, and stakeholder feedback.

Strategic Partnership & Influence

Serve as a thought partner to senior leaders, ensuring CX and marketing strategies are informed by data and grounded in measurable outcomes.
Influence strategy through data-driven storytelling, framing trade-offs and priorities.
Represent CX & Marketing Operations in enterprise forums, ensuring customer and business impact are central to decision-making.

About Us

Huggies®. Kleenex®. Cottonelle®. Scott®. Kotex®. Poise®. Depend®. Kimberly-Clark Professional®. You already know our legendary brands—and so does the rest of the world. In fact, millions of people use Kimberly-Clark products every day. We know these amazing Kimberly-Clark products wouldn’t exist without talented professionals, like you.

At Kimberly-Clark, you’ll be part of the best team committed to driving innovation, growth and impact. We’re founded on more than 150 years of market leadership, and we’re always looking for new and better ways to perform – so there’s your open door of opportunity. It’s all here for you at Kimberly-Clark.

Led by Purpose. Driven by You.

About You

You perform at the highest level possible, and you appreciate a performance culture fueled by authentic caring. You want to be part of a company actively dedicated to sustainability, inclusion, wellbeing, and career development.

You love what you do, especially when the work you do makes a difference. At Kimberly-Clark, we’re constantly exploring new ideas on how, when, and where we can best achieve results. When you join our team, you’ll experience Flex That Works: flexible (hybrid) work arrangements that empower you to have purposeful time in the office and partner with your leader to make flexibility work for both you and the business.

In one of our professional roles, you’ll focus on winning with consumers and the market, while putting safety, mutual respect, and human dignity at the center. To succeed in this role, you will need the following qualifications:

8+ years of experience in marketing operations, CX strategy, analytics, or program management.
Bachelor's degree
Proven track record of defining outcomes and delivering measurable impact across customer or marketing programs.
Deep expertise in analytics, including KPI frameworks, advanced dashboarding, and data storytelling.
Experience designing and deploying AI/ML-enabled capabilities.
Strong program management skills with knowledge of agile, governance, and benefits realization frameworks.
Excellent communication and facilitation skills, with ability to influence at senior levels.

Preferred

Experience in B2B or B2B2B environments.
Familiarity with CRM, CMS, orchestration, and marketing automation platforms.
Background in journey mapping, service design, or experience architecture.
MBA or advanced degree in business, analytics, or related field.

Total Benefits

Here are just a few of the benefits you’d enjoy working in this role for Kimberly-Clark. For a complete overview, see www.mykcbenefits.com.

Great support for good health with medical, dental, and vision coverage options with no waiting periods or pre-existing condition restrictions. Access to an on-site fitness center, occupational health nurse, and allowances for high-quality safety equipment.

Flexible Savings and spending accounts to maximize health care options and stretch dollars when caring for yourself or dependents.

Diverse income protection insurance options to protect yourself and your family in case of illness, injury, or other unexpected events.

Additional programs and support to continue your education, adopt a child, relocate, or even find temporary childcare.

To Be Considered

Click the Apply button and complete the online application process. A member of our recruiting team will review your application and follow up if you seem like a great fit for this role.

In the meantime, please check out the careers website.

And finally, the fine print….

For Kimberly-Clark to grow and prosper, we must be an inclusive organization that applies the diverse experiences and passions of its team members to brands that make life better for people all around the world, which is why we seek to build a workforce that encompasses the experiences of our consumers. When you bring your original thinking to

Kimberly-Clark, you fuel the continued success of our enterprise. We are a committed equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, age, pregnancy, genetic information, citizenship status, or any other characteristic protected by law.

The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

Employment is subject to verification of pre-screening tests, which may include drug screening, background check, and DMV check.

Veterans and members of the Reserve and Guard are highly encouraged to apply.

Kimberly-Clark will support in-country relocation for the chosen candidate for the role. The benefits provided will be per the terms of Kimberly-Clark’s applicable mobility policies. The benefits/policy provided will be decided at Kimberly-Clark’s sole discretion.

#LI-Hybrid

Salary Range: 157,720 – 194,760 USD

At Kimberly-Clark, pay is just one aspect of our total rewards package, which also includes a variety of benefits and opportunities to achieve, thrive and grow. Along with base pay, this position offers eligibility for a target bonus and a comprehensive benefits suite, including our 401(k) and Profit Sharing plan. The anticipated base pay range for this role is provided above for a fully qualified hire. Actual pay will depend on several factors, such as location, role, skills, performance, and experience. Please note that the stated pay range applies to US locations only.

Primary Location

Roswell Building 300

Additional Locations

Chicago Commercial Center

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time

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Associate Director Marketing / CX Operations