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Sr. Retention and Loyalty Marketing Manager

2 months ago

Concord, United States Pet Food Express Full time
Job DescriptionJob DescriptionThe Senior Manager of Customer Marketing is highly collaborative, creative and hardworking. Reporting to our VP of Marketing, the Senior Manager is responsible for PFE’s holistic customer journeys, connecting them to brand and vendor campaigns. In addition, the role will manage the strategy (inclusive of the launch), marketing plan and results for our loyalty. The Senior Manager’s goal is to drive customer behaviors: engagement and sales through increased customer visits and strong brand awareness and CSAT. This role focuses on launching high quality, mission-driven programs and product campaigns.
The ideal candidate has outstanding storytelling skills and can craft insights into a strong strategic position that hits brand and business goals. The Senior Manager is highly cross-functional across product, brand strategy, marketing, stores, technology and finance while also working closely with external partners to produce and execute compelling programs that captures the attention of our customer's prompting them to engage.
Please Note: This position is a hybrid role, involving on-site work each week at our corporate headquarters in Concord, CA. Candidates who are fully remote or outside of reasonable commuting distance will not be considered at this time.

Responsibilities:
  • Become an expert on our brand and products; maintain exemplary knowledge of target audience, marketplace trends and business performance.
  • Partner with leadership to establish vision, goals and roadmap for the delivery of customer and business plans through increased engagement and improved experiences.
  • Develop strong point of view of loyalty benefits, continuously evolving program offers and experiences to both engage and reward our customers.
  • Champion for loyalty and brand campaigns to drive for buy-in for implementation and integration of messaging across all customer touchpoints (stores, digital, ecommerce) to drive program KPIs.
  • Oversee digital strategy, in partnership with VP, connecting our platforms (ecommerce site, 3rd parties, email, paid, social) into our IT roadmap to keep PFE on track with market innovations.
  • Develop and own large-scale campaigns across all marketing channels, including digital media, social, print, email, in-store signage, OOH, site placements, PR and mobile.
  • Create customer journeys and campaigns to be compelling; relating to our products and services that align to core values and brand identity with unrivaled ideas bringing creative to life through events: digital & in-store.
  • Establish KPIs for campaigns, measuring and responding to ensure ongoing effectiveness.
  • Oversee end-to-end customer experience and targeted messages/offers on all our digital platforms: email, site, paid social, paid digital, search, etc.
  • Builds and manages department budget, inclusive of ad agencies – ensuring timelines are met and KPIs map back to department goals.
  • Deliver marketing strategic briefs grounded in insights, measurable goals and incorporating feedback and input from key stakeholders.
  • Manage relationships and commitments to vendors and partner brands, creating compelling marketing proposals in partnership with Merchandising team, planning timing, executing, and reporting, making space for in-season pivots based on key learnings.
  • Incorporate testing and innovation to optimize marketing effectiveness and return on investment.
  • Monitor customer and campaign engagement on site via strong alignment and coordination with ecommerce team, influencing customer experiences through SEO optimization and journeys.
  • Collaborate with cross-functional teams to develop integrated commercial brand calendar that incorporate marketing plans and brand campaigns on time and under budget.
  • Proactively partner with internal and external teams, translating strategy into consumer-facing assets, ensuring cohesive and consistent messaging across prospective and existing customers.
  • Negotiate budgets and marketing spend across vendors and agencies to ensure optimal ROAS.
  • Create and deliver clear and compelling presentations to senior leadership and stakeholders.
  • Hire, lead and develop an effective team of marketers that meets or exceeds commitments for the customer through loyalty and brand campaigns.
Qualifications:
  • 5+ years proven business/program management driving sales outcomes.
  • 5+ years of hands-on marketing experience across multiple facets, including brand management, ecommerce, SEO, and/or managing analog and digital channels.
  • Experience with leading/developing a team, with 2+ years’ direct management experience.
  • Demonstrated ability to lead cross-functional teams (across creative, marketing, customer care, store operations, category management, technology and finance).
  • Demonstrated success in setting marketing goals, articulating complex ideas through both compelling and clear marketing briefs, leading cross-functional groups from concept to execution.
  • Experience launching large-scale media campaigns, particularly digital-first campaigns with a proficiency in media distribution and channel insights.
  • Ability to manage ambiguity and complexity by creating structure, process and prioritization.
  • Resourceful and proactive, working with a sense of urgency to address business needs.
  • Adaptive and flexible, can anticipate and adapt to new situations and/or changing demands and respond proactively to enhance the business unit’s output (both project and financial).
  • Demonstrated ability to engage with business leaders, cross-functional teams/peers and external partners/agencies through effective written & verbal communication, strong interpersonal skills, collaboration and storytelling.
  • Experience working with agencies/vendors across creative (+in-house), paid media and loyalty.
  • Excellence in strategic planning, problem solving and analytics: creating clear KPIs.
  • Loyalty, retail/grocery industry and/or marketing agency experience preferred.
  • Strong knowledge of Microsoft Office Suite, email and business communication applications (Slack, Teams, Zoom) required.
  • Experience with or ability to quickly learn support others with use of the following programs and portals for daily use (required): FileZilla, BigCommerce, Portal
  • BA/BS in Marketing, Communications, or related area of study.

PFE Perks:

  • Grow with us: Many potential career paths and options for advancement within the company
  • Pet Friendly Workplace - bring your well-behaved pup
  • Generous in-store employee discount that extends to your family
  • Be Healthy: Health with FSA options, dental, and vision insurance
  • Plan for the future: 401k with employer match
  • Get Rewarded: Employee referral bonuses
  • Rest and Relax: Competitive Paid Time Off

The salary range for this position is expected to be $140,000/yr-$165,000/yr. Pet Food Express determines starting salary based on many factors, including but not limited to, local market rate, the qualified pool of candidates, internal compensation practices, a candidate’s actual skills and experience.

About the Company

Pet Food Express is a leading California-based pet specialty retailer with a passion for improving the lives of pets and their owners. Our philosophy revolves around the belief that pets are part of the family, deserving of the best care possible. Since our inception, Pet Food Express has been committed to making a positive impact on the communities we serves by promoting responsible pet ownership, supporting various animal welfare initiatives, and ensuring pets are happy, healthy and homed. With over 60 locations across the state, Pet Food Express has become a trusted destination for pet parents seeking high-quality products and personalized advice from knowledgeable and dedicated staff.

This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities.

Pet Food Express is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, sexual orientation, gender identity, or any other characteristics protected by applicable law. This applies to all Pet Food Express activities, including, but not limited to, recruitment, hiring, compensation, assignment, training, promotion, performance evaluation, discipline and discharge. Pet Food Express also provides reasonable accommodation of religion and disability in accordance with applicable law. We celebrate diversity and are committed to creating an inclusive environment for all employees. Pet Food Express is a place where everyone can learn and grow. However you identify and whatever your background, please apply if this is a role that would make you excited to come to work every day.

For applicants in our San Francisco, or Los Angeles locations: Pursuant to the San Francisco Fair Chance Ordinance, as well as the Los Angeles Fair Chance Initiative for Hiring, we will consider for employment, qualified applicants with arrest and conviction records in a manner consistent with the law.

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