Job Description

This Senior Manager, Marketing Operations is responsible for developing and deploying rich experiences on a robust technology foundation that enables highly targeted marketing programs, captures deeper customer insights, and improves operational excellence across all parts of the customer journey.  The role will interface with both business and technical resources to ensure business, functional and technical requirements are optimally reflected across the technology landscape while partnering with change management leaders to achieve business and customer experience objectives effectively and efficiently.

This key role will partner with the Digital Marketing Strategy & Performance team, Commercial and CX Leaders, Customer and Internal Stakeholders and Change Agents to build integrated marketing and engagement strategies across a high-performing CX team to improve customer satisfaction across Masterbrand’s distribution channels.

This role will be key to enabling audience segmentation, data management, content taxonomies, data/workflows across Salesforce Core and Marketing Cloud while supporting other “authenticated” experience needs to enable end-to-end processes, program (warranty, loyalty, rewards etc.) implementations, customer data management, dashboard reporting, etc.

Accountabilities

Partner with Digital Marketing Strategy & Performance leader to execute and measure marketing programs and nurturing campaigns in Salesforce Marketing Cloud

Champion VOC, seek out continual improvement opportunities to drive operational efficiencies - both internally and externally – and prioritize against organizational initiatives  

Competitive Benchmarking of Customer Experience against industry competitors and category leaders

Mine data and competitive intelligence for insights to propose new features and customer experience optimizations related to customer acquisition, retention, and expansion of customer relationships, as well as ensure appropriate feedback loops are active across teams and partners

Collaborate with both business and technical teams on the planning, development, and execution of strategic roadmap to align with business and CX goals/milestones

Codify processes and services through reusable components, standardization, and automation in a way that boosts productivity, minimizes TCO and scales to address other organizational needs

Document and align operations with industry best practices, establish project management and agile methodologies to uphold quality standards and speed to market

Enable all commercial and business operations teams to effectively measure and optimize workflows and business outcomes

Effectively and efficiently work across the entire tech stack and its integration points to ensure seamless data flows and easy of use/adoption by internal teams to deliver exceptional customer experiences and user satisfaction

Further develop the overall delivery model to encompass solution and service delivery, as well as build out the team with key specializations around data analysis, digital production, etc.

Champion the Product Owner role to create compelling Customer Experiences

Partner with Privacy Office to ensure website compliance to Internet Privacy and Cookie Consent Management