Senior Manager, Personalization

4 weeks ago

Atlanta, United States Carters Full time

Serving the needs of all families with young children,Carter’s Inc. is the largest North American apparel retailer exclusively for babies and young children, encompassing Carter’s, OshKosh B’gosh, Skip*Hop and Little Planet brands. Meaningful work, constant learning, genuine people, and a community guided by core values that promote inclusion and innovation is in everything we do. There are many reasons to build your career at Carter's.

How You’ll Make an Impact:

Personalization is a key strategic initiative at Carter’s, impacting all aspects of the business from how customers experience our loyalty program, how our associates interact with our customers in stores, the online shopping experience, and all customer communications.

As the Senior Product Manager of Personalization, you will lead the implementation of multiple new and ongoing personalization use cases that drive meaningful experiences for our customers. To do this you will need to work with a variety of existing systems and tools, while also implementing new pieces of our personalization technology architecture. A major initial enabler will be responsibility for the set up and ongoing product evolution of our omni-channel personalization decision engine, ensuring seamless integration with our Customer Data Platform (CDP) and other key systems and channels.

This role will report to the Senior Director, Personalization & Content Strategy and is based in our Buckhead office in our hybrid work environment.

Responsibilities:

STRATEGY (25%)

  • Identify omni-channel personalization opportunities for our customers, own implementation of features from conception through execution and testing and be a major owner of the personalization features roadmap.
  • Create short to long-term product roadmaps for personalization engine and use cases powered through it.

EXECUTION & PROJECT MANAGEMENT (50%)

  • Drive the implementation, management, and enhancement of our Personalization Decision Engine, ensuring it meets the evolving needs of cross-functional teams and aligns with our personalization strategy.
  • Create all initial requirements for multiple phases of personalization engine development and consistently expand scope through more channel integration, customer activations, and content that the decision engine can output (pricing, offers, product recommendations, creative content).
  • Determine all desired decision engine system integrations (e.g., Pricing, SFMC, CMS, Adobe Analytics, CDP, etc.) and required data for each system (e.g., event collection, event and customer IDs, system ID, etc.)
  • Be responsible for architecting, setting up, and executing on marketing orchestration journeys utilizing our personalization tools, including our decision engine, CDP, ESP, DAM, and CMS.
  • Demonstrate strong leadership, prioritization, and communication skills to consistently deliver outstanding results on-time and in line with established budgets
  • Show deep understanding and knowledge in Agile development as well as project management
  • Serve as the bridge/translator between the non-technical and technical resources during development and implementation to ensure that requirements and dependencies are well understood

ANALYTICS (25%)

  • Research and identify appropriate touchpoints across customer journeys where personalization can benefit the customer. Work closely with channel product teams to create features that are powered by the decision engine.
  • Utilize analytics to inform and optimize decisioning logic for personalized offers, product recommendations, and content across web, app, email, social, and in-store channels.
  • Develop a deep understanding of customer segments and behavior to tweak decisioning logic based on target audiences.
  • Continuously run and monitor experiments to tweak and improve customer journeys.
We’d Love to Hear from You if:

Must Have:

  • 5+ years of related experience in Product Management, Customer Marketing, CRM, or related work with a proven track record of driving customer experience improvements
  • Ability to create detailed user stories, scope out level of effort with technical teams, and develop detailed product roadmaps
  • Proven ability to complete complex cross-functional projects according to scope, budget, and timeline
  • Excellent project management skills and the ability to manage multiple initiatives simultaneously.
  • Strong interpersonal and communication skills, with the ability to clearly articulate technical processes to varied audiences.
  • Familiarity with agile development and project management tools such as JIRA and Confluence

Preferred Skills and Experience:

  • Previous work with CDPs, marketing automation, and omni-channel campaign management platforms.
  • Experience working with A/B testing tools and recommendation personalization engines.
  • Strong analytical skills with experience in data-driven decision making. Advanced knowledge of web technologies, cookies, Martech AdTech ecosystems an added advantage.
Our Team Members:
  • Lead Courageously:Have a strong sense of personal values that align with our
  • Collaborates Broadly:Build cooperation, trust, and thrive in a consensus driven environment
  • Customer Focus:Proactively seek opportunities to leverage data and fact-based insights to serve customers and/or internal clients
  • Drive Growth:Set aggressive goals and implement plans precisely
  • Cultivates Innovation: Respectfully challenge the "we’ve always done it this way" mentality and explore new ways to achieve desired outcomes
Make a Career at Carter’s:
  • Career Development: Success starts from within, and we have several paths from which you can choose to enhance your career evolution. From Carter’s University to Toastmasters to mentorship programs and more, we encourage you to utilize these tools to elevate your professional prowess.

NOTE:  This job description is not intended to be all-inclusive. The duties described may be changed or reassigned at the discretion of management, and the employee may be required to perform duties that are not listed in the job description.

Carters is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by federal, state, or local law.

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