Director of Marketing & CX 

Located in the Liberty Boat Group/Freedom Boat Club Territories: 

 

New York (Lower Hudson Valley), Southern New Jersey, Delaware, Maryland, Washington D.C. 

 

Reports To:  Fractional Chief Marketing Officer

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About Liberty Boat Group

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Liberty Boat Group is the largest authorized Freedom Boat Club franchise operator in North America, offering boat sales and membership experiences across Maryland, D.C., Delaware, Southern New Jersey, and the Lower Hudson Valley.  We deliver personalized boating experiences that help our customers create lasting memories on the water.

 

Learn more at www.libertyboatgroup.com

 

Role Purpose

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The Director of Marketing and Customer Experience is a leadership-level role designed to shift Freedom Boat Club and Liberty Boat Group from a transactional membership model to a relationship-led, insight-driven growth engine. You will serve as the "connective tissue" between marketing, member experience, and product strategy, ensuring every touchpoint is intentional and commercially productive.

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Core Responsibilities

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As the operational right hand to the fractional Chief Marketing Officer, you will be accountable for the master brand plan implementation and marketing budget. Your work will be framed by the four pillars of our market presence: 

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• Member Experience (Product): Own the end-to-end member experience strategy. You will ensure programming integrates consumer insights and delivers high perceived value to replace discount-led retention.

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• Strategy & Value (Price): Advising the leadership team on product, pricing, and tier strategy. You will leverage member analytics and NPS data to justify value and align promotional offers with commercial goals.

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• Regional Execution (Place): Evaluate the current design of the marketing and member experience functions, including the potential of establishing marketing and membership ‘regional hubs.’ You will ensure brand standards remain consistent across all physical locations, digital touchpoints and events.

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• Growth Engine (Promotion): Accountable for executing marketing strategy and campaign management across all channels. You will connect member touchpoints to revenue through referrals, upgrades, and renewals.

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Additional Responsibilities

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• Direct Management: Day-to-day management of Marketing and Member Experience functions, including but not limited to Brand Marketing Manager, Member Event Manager, Sea Sisters Coordinator, Freedom Anglers Coordinator, and external marketing consultants as needed. 

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• Brand Management:  Brand strategy for Liberty Boat Group and implementation of brand according to the Freedom Boat Club Corporate Brand Standards. 

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• Sales Function Integration and Partnership: solicit qualitative feedback on current marketing messaging. Use these insights to pivot creative assets or adjust product positioning in real-time.

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• Member Relations Team (MRT) Partnership: Partner with leaders in the company to evaluate the 14-person MRT (Philippines-based) to evolve from inbound service to include proactive outbound outreach for upgrades and referrals.

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• Agency Partners: Manage external contract resources, including Digital Marketing, Creative Direction, and Project Management.

 

 

Requirements

 

Prior Work Experience 

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• 8+ years of progressive experience in Marketing, Member Experience, or Account Management.

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• Ideally from subscription-based models, marine-based clubs, or boutique hospitality

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• At least 5 years of direct people management including extensive experience coaching and people development. 

 

Strategic & Technical Skills

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• Demonstrated ability to articulate and execute a marketing mix where "Product" (the experience) and "Price" (the value) are as important as "Promotion."

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• Proficiency in consumer insight technologies. 

  • Ability to translate raw data (satisfaction scores, usage trends) into actionable programming.

  • Comfort with CRM systems to track the "commercial productivity" of members as well to understand the full consumer lifecycle.

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• Experience overseeing field marketing teams to ensure brand consistency across multiple physical locations.

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• Comfortable evaluating existing practices and processes for efficiency and enhanced results leveraging technology. 

 

Management of the "Support Network"

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• Ability to manage by influence—working with team members who may not be direct reports but are critical to the execution of the brand standards.

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• Experience managing creative agencies and digital marketing partners to ensure ROI on promotional spend.

 

Soft Skills & "Cultural Fit"

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• Experience developing and executing project plans to ensure cross-functional coordination and maximize the member experience.

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• A belief that a member’s lifetime value (LTV) is driven by emotional connection (SeaSisters, Anglers) rather than just boat access.

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• Comfortable in a "growth-track" environment where the org chart is evolving.

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• Committed to living Liberty Boat Group’s core values:

• Always Do the Right Thing

• We Before Me

• Be Reliable

• Make It a Great Day

• Deliver Results

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Benefits

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• "Take What You Need" PTO: A modern, flexible paid time off program with no set limit.

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• Comprehensive Benefits: Medical plan options with significant employer contributions.

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• Freedom Boating Plan: Deeply discounted employee membership.