Lead Manager of Customer Engagement

2 weeks ago

Concord, California, United States Pet Food Express Full time
Job Overview

The Senior Manager of Customer Marketing plays a pivotal role in enhancing customer experiences and driving brand loyalty. Reporting directly to the VP of Marketing, this position is tasked with overseeing comprehensive customer journeys that align with brand initiatives and vendor collaborations. The primary objective is to influence customer behavior, fostering engagement and increasing sales through heightened brand visibility and customer satisfaction.

Key Responsibilities:

  • Develop an in-depth understanding of the brand and its offerings, while staying attuned to market trends and performance metrics.
  • Collaborate with leadership to define strategic vision and objectives for customer engagement and business growth.
  • Craft and refine loyalty program benefits, ensuring they evolve to effectively engage and reward customers.
  • Advocate for loyalty and brand initiatives, securing support for their implementation across all customer interaction points.
  • Manage digital strategies in partnership with senior leadership, ensuring alignment with technological advancements and market trends.
  • Lead the execution of large-scale marketing campaigns across various channels, including digital, print, and in-store promotions.
  • Design compelling customer journeys that resonate with the brand's core values and identity, utilizing innovative ideas to enhance customer interaction.
  • Establish and monitor key performance indicators for campaigns, ensuring ongoing assessment and optimization.
  • Oversee the customer experience across digital platforms, ensuring targeted messaging and offers are effectively communicated.
  • Manage departmental budgets, including agency partnerships, ensuring all projects meet deadlines and align with departmental goals.
  • Deliver insightful marketing briefs that incorporate stakeholder feedback and measurable objectives.
  • Foster relationships with vendors and partner brands, creating impactful marketing proposals and executing plans efficiently.
  • Incorporate innovative testing methods to enhance marketing effectiveness and return on investment.
  • Monitor customer engagement metrics in collaboration with the ecommerce team, optimizing experiences through data-driven insights.
  • Work with cross-functional teams to develop a cohesive brand calendar that integrates marketing strategies and campaigns.
  • Engage proactively with internal and external teams to translate strategic goals into consumer-facing initiatives.
  • Negotiate marketing budgets with vendors to maximize return on advertising spend.
  • Prepare and present clear, compelling reports to senior leadership and stakeholders.
  • Recruit, mentor, and lead a team of marketing professionals to achieve excellence in customer loyalty and brand initiatives.

Qualifications:

  • Minimum of 5 years of experience in business or program management with a focus on sales outcomes.
  • Extensive hands-on marketing experience across various domains, including brand management and digital channels.
  • Proven leadership experience with a minimum of 2 years in direct team management.
  • Ability to lead cross-functional teams effectively, driving collaboration across diverse departments.
  • Demonstrated success in setting and achieving marketing goals through clear communication and strategic planning.
  • Experience in launching large-scale media campaigns, particularly in digital formats.
  • Strong problem-solving skills with the ability to create structured processes in complex environments.
  • Proactive and resourceful, with a strong sense of urgency in addressing business needs.
  • Ability to adapt to changing circumstances and demands while maintaining high productivity.
  • Excellent communication skills, both written and verbal, with a talent for storytelling and collaboration.
  • Experience working with creative agencies and vendors in various marketing capacities.
  • Strong analytical skills with a focus on establishing clear performance metrics.
  • Preferred experience in loyalty programs, retail, or marketing agencies.
  • Proficient in Microsoft Office Suite and various business communication tools.
  • Educational background in Marketing, Communications, or a related field.

About Pet Food Express:

Pet Food Express is a prominent pet specialty retailer dedicated to enhancing the lives of pets and their owners. Our mission is rooted in the belief that pets are family members deserving of exceptional care. We are committed to positively impacting our communities through responsible pet ownership and support for animal welfare initiatives. With numerous locations throughout California, we strive to be the trusted source for pet parents seeking high-quality products and expert advice.

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