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Senior Manager, Customer Engagement

2 months ago

Roswell, New Mexico, United States SiteOne Landscape Supply Full time

Position Overview

The Senior Manager of Customer Engagement will spearhead the strategy and implementation of lifecycle marketing initiatives, with a primary focus on leveraging personalized communication channels, including email and SMS. The ideal candidate is a strategic and analytical marketer who is passionate about enhancing customer experiences and relationships, optimizing processes, and solving challenges, while effectively utilizing automation and CRM tools to nurture, expand, and retain the customer base. This role will collaborate closely with Product, Integrated Marketing, Sales, and Operations teams, as well as channel managers throughout the Marketing department to design campaigns and uncover opportunities for a comprehensive lifecycle strategy. This position reports to the Senior Director of Lifecycle Marketing.

Key Responsibilities:

  • Lifecycle Marketing:
  • Oversee the comprehensive execution of lifecycle marketing campaigns, including planning, audience segmentation, testing, deployment, and performance analysis.
  • Develop and implement a strategic roadmap for lifecycle email and messaging content and campaigns, enhancing performance through targeted segmentation, automation, and personalization.
  • Lead and mentor a team of email marketing specialists responsible for campaign development, testing, scheduling, and lifecycle journey creation.
  • Email Marketing:
  • Manage SiteOne's email and SMS communication channels, encompassing strategy, execution, and performance reporting.
  • Shape the strategy for personalized, creative, and content-driven email campaigns aimed at increasing engagement and sales, including leveraging email marketing for upselling and cross-selling opportunities.
  • Collaborate with Integrated Marketing and Content teams to produce compelling email copy, design, and templates.
  • Deliver Results:
  • Work collaboratively with cross-departmental teams and other stakeholders to lead strategic initiatives, forward-thinking testing, while balancing daily operational priorities.
  • Support fellow lifecycle marketing team members in strategy formulation and implement best practices to achieve business objectives.
  • Ensure efficient team operations to manage business requests, refine processes, and prioritize tasks while positioning the team as subject-matter experts.
  • Collaborate with other field-support leaders to provide essential tools and resources related to lifecycle and email strategies.

Qualifications:

  • 10+ years of progressive experience in Marketing, brand management, email, and Customer Lifecycle Management, with agency experience preferred.
  • Bachelor's degree in Business, Marketing, or a related field.
  • Demonstrated experience in leading lifecycle and email marketing strategies and teams, ideally through periods of transformation or growth.
  • Strong, hands-on experience with email marketing, particularly with Salesforce Marketing Cloud, including campaign development and understanding how to enable lifecycle marketing tactics via email and SMS.
  • Proven success in executing robust personalization, segmentation, and targeting strategies.
  • Ability to engage in cross-functional discussions and planning aimed at increasing customer engagement, reducing churn, and improving conversion rates.
  • Appreciation and/or reasonable experience in design and copywriting, especially for email and SMS communications.
  • Capacity to lead team prioritization, performance, and alignment with enterprise objectives while also being a player-coach.
  • Experience in the B2B sector is a plus.

Benefits:

  • Competitive Compensation
  • Medical, Dental, and Vision plans
  • Paid Time Off and Paid Holidays
  • 401k with company match
  • Tuition Reimbursement
  • Lucrative Associate Referral Program
  • Company Apparel and Work Boot Vouchers
  • Opportunities for Advancement
  • Paid Training and Business Certifications Available
  • Free Counseling Services/Employee Assistance Program
  • Life Insurance and Short- and Long-Term Disability Insurance
  • Product Discounts
  • Most Branches do not operate on Sundays