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Senior Marketing Operations Manager

2 months ago

Beachwood Ohio, United States MasterBrand Cabinets LLC Full time

Position Overview:
This leadership role is essential for establishing a solid framework to implement precisely targeted marketing initiatives, gain profound customer insights, and enhance operational efficiency throughout the customer journey and digital landscape.

This position collaborates with both business and technical teams to ensure that business, functional, and technical requirements are accurately represented across the technology infrastructure, while also guiding the necessary change management to meet business and digital experience goals effectively and efficiently.


Key Responsibilities:
  • Work in partnership with business and technical teams to plan, develop, and execute a strategic roadmap that aligns with business objectives and customer experience milestones.
  • Serve as the Product Owner for SF Marketing Cloud and the marketing components of SF Experience Cloud, prioritizing requests associated with marketing initiatives, automation, lead management, content oversight, transactional communications, preference management, identity management, reporting, and analytics.
  • Facilitate customer satisfaction surveys and measure Net Promoter Score (NPS).
  • Lead the definition of campaign structures and the development of customer and consumer journeys, empowering all commercial and operational teams to optimize, measure, and uncover new behavioral insights for actionable strategies.
  • Oversee campaign execution, audience management, tagging, media testing, and the establishment of digital marketing KPIs, reports, and dashboards.
  • Analyze data for insights to propose new initiatives and customer experience enhancements related to acquisition, retention, and relationship expansion, ensuring effective feedback loops across teams and partners.
  • Support brand and marketing teams with resources for websites, design tools, content management systems, digital asset management, targeting, social media, reporting tools, and related integrations.
  • Standardize processes and services to enable MasterBrand to scale through integrated, automated workflows that enhance productivity and reduce total cost of ownership.
  • Document and align operations with industry best practices, establishing project management and agile methodologies to maintain quality standards and accelerate time to market.
  • Collaborate across the entire technology stack and its integration points to ensure seamless data flow and ease of use for internal teams, delivering exceptional client experiences.
  • Ensure compliance with data privacy and security regulations.
  • Further develop the overall digital delivery model to include solution and service delivery, while expanding the team with key specializations in data analysis and digital production.
  • Act as a catalyst for organizational change and foster a positive culture.

This pivotal role supports a wide range of activities that enhance customer experience, commercial operations, innovation, and the integration of mergers and acquisitions.