What are the responsibilities and job description for the Director of Customer Experience position at GIBBON North America?
GIBBON North America – Director of Customer Experience
Founded in 2007, GIBBON is the world leader in slackline products and innovation. From Super Bowl halftime shows to Cirque du Soleil performances, GIBBON’s products have helped produce some of the best balance athletes in the world. GIBBON North America holds the exclusive license to sell GIBBON products throughout North America. The company has been growing exponentially since launching the GIBBON SlackBoard, the most dynamic and versatile balance training tool on the market.
GIBBON North America has sold more than 100,000 SlackBoards and grew SlackBoard sales more than 4X year over year in 2024, from $3 million in 2023 to more than $14 million in 2024. We expect to at least double revenues to more than $30 million in 2025. Our exclusive focus has been direct-to-consumer sales, primarily through our website. The majority of our awareness to date has been driven by Meta advertising. we intend to continue to squeeze as much as we can out of Meta while preparing to execute our longer-term three-pronged strategy of selling through brick-and-mortar retailers, leveraging television-based advertising, and expanding our penetration into commercial markets. The Director of Customer Experience will help shape the future of our company by ensuring all of the ways we engage with the customer are consistent in their messaging and aligned with our brand.
Job Summary: We are seeking a highly motivated and dynamic Director of Customer Experience to be the driving force behind all of our customer touch points. Everything from defining the brand, through all of our website and social media content, to email, PR and thought leadership articles will fall under this person. The ideal candidate will have a proven track record of success in marketing consumer products in the active lifestyle space across multiple selling c
hannels.
Key Responsibilities:
· Brand Stewardship:
o Develop and execute a comprehensive brand communications strategy for 2025 and beyond.
o Own and enforce the brand style guide, including look, feel, tone and attitude of the brand.
o Ensure the brand is positioned appropriately and consistently across all markets and channels.
· Communications:
o Oversee all communications with potential and current customers, including website look, feel and content; the Balance Journey app look, feel and content; emails; social media posts; paid media content; ambassador communications; event booths; and PR.
o Work with the Director of Digital Strategy to ensure all digital advertising aligns with the brand.
o Work with the Director of Commercial Sales to ensure all commercial communications are aligned with the brand.
o Once we commit to moving into retail, work with the Director of Retail Sales to ensure all retail packaging, POP and retailer communications are aligned with the brand.
· New Product Development:
o Lead the creation of fresh, brand-building and successful graphic designs for our SlackBoard products.
o Support the development of additional accessories to support SlackBoard customers, including exercise cards, programming for adults and children, mats, apparel and stickers.
o Collaborate on product development efforts with our German development team for next-generation products.
Qualifications:
· Excellent leadership skills.
· Bachelor’s degree in Business, Sales, Marketing, or a related field; MBA preferred.
· 10 years of experience in brand and product marketing leadership, with a focus on sports and active lifestyle products.
· Proven track record of driving revenue growth across direct to consumer, retail and commercial channels.
· Excellent communication, negotiation, and presentation skills.
· Ability to work in a fast-paced, dynamic environment with a focus on results.
Benefits:
· Competitive salary and performance-based bonus
- Opportunity to earn equity
· Industry competitive benefits
Apply via email to jobs@giboardus.com. Please submit a resume AND a cover letter (.doc or .pdf format). Principals only, no recruiters. Please do not contact job poster about other services, products or commercial interests.
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