Director of Marketing and Customer Experience

About the Company

Liberty Boat Group is the biggest authorized operator of Freedom Boat Club franchises in North America. The company provides boat sales and membership-based boating experiences across Maryland, Washington, D.C., Delaware, Southern New Jersey, and the Lower Hudson Valley, with a focus on creating tailored on-the-water experiences that customers remember.

Role Overview

The Director of Marketing and Customer Experience will oversee marketing direction, member engagement, and the overall customer journey across Liberty Boat Group’s Freedom Boat Club locations. Reporting to the Fractional Chief Marketing Officer, this leader will help align marketing, sales, brand delivery, customer experience, and revenue growth.

This is a hands-on, strategic leadership role for someone who can combine data-driven decision-making with strong relationship-building to improve retention, referrals, upgrades, and long-term member value.

Key Responsibilities

• Work with the Fractional Chief Marketing Officer to execute the master brand strategy.
• Direct marketing planning, campaign development, execution, and budget control.
• Lead the overall strategy for the member experience from start to finish.
• Analyze customer feedback, NPS results, satisfaction data, and usage patterns to improve engagement, retention, and programming.
• Maintain consistent brand presentation across locations, online channels, events, campaigns, and member communications.
• Coordinate with sales and leadership teams on positioning, pricing, promotions, and customer messaging.
• Translate member interactions into growth opportunities such as referrals, renewals, upgrades, and retention.
• Guide and support team members working in brand marketing, member events, Sea Sisters, Freedom Anglers, and other external marketing efforts.
• Oversee outside agencies and partners handling creative work, digital marketing, and project delivery.
• Review existing marketing and customer experience workflows and recommend improvements that increase efficiency, consistency, and growth.

Qualifications

• At least 8 years of progressive experience in marketing, customer experience, member experience, account management, or a similar discipline.
• Minimum 5 years of direct people leadership experience, including coaching, development, and accountability.
• Background in subscription models, hospitality, lifestyle brands, membership organizations, marine clubs, recreation, or other service-focused settings is preferred.
• Solid command of marketing strategy, campaign delivery, brand stewardship, customer engagement, and retention practices.
• Experience using customer data, satisfaction measures, usage trends, CRM platforms, and marketing tools to shape strategy and track outcomes.
• Ability to lead effectively across multiple locations, markets, teams, and stakeholder groups.
• Proven experience managing agencies, vendors, creative partners, and consultants.
• Strong project management, communication, and cross-functional leadership capabilities.
• Comfort working in a growing environment where structure, teams, and processes are still developing.

Ideal Candidate

The right person will be a practical, adaptable, and outcome-focused marketing leader who can shift comfortably between planning and execution. They should be able to lead teams, handle strong personalities, influence without direct authority when needed, and bring order to a business that is expanding.

This role also requires understanding that member lifetime value comes not only from access to boating, but also from emotional connection, community, lifestyle, and personalized experiences.

Core Values

• Always Do the Right Thing
• We Before Me
• Be Reliable
• Make It a Great Day
• Deliver Results

Benefits

• Flexible PTO through a “Take What You Need” policy
• Medical coverage options with strong employer contributions
• Heavily discounted employee membership through the Freedom Boating Plan

Additional Information

Turning Tide Strategies is handling this search on behalf of Liberty Boat Group. The role covers New York’s Lower Hudson Valley, Southern New Jersey, Delaware, Maryland, and Washington, D.C.

Interested candidates were instructed to submit a resume to Najia Starkey at najia@tidestrategies.com.