Lead Marketing

Lead Marketing & CX Operations Manager

The Lead Marketing & CX Operations Manager independently supports execution-based operations work to help the teams they support create effective campaigns for customer acquisition, activation, and retention and optimize the customers' digital experience to align with sales activity.

This role works alongside leadership to facilitate data management and analysis, optimize team processes, help with budget management, and provide additional cross-functional collaboration in support of effective campaign execution.

Key Responsibilities

• Data Management and Analysis:
• Leverage data, analytics, and measurement tools to drive business operations and optimize performance.
• Lead cross-functional initiatives with SMEs and data analysts to understand and surface key insights about the business units supported.
• Serve as a bridge between Marketing/CX and our strategic partners, including agencies, to drive performance-based decision making.
• Team Process Optimization:
• Document existing processes and workflows to identify inefficiencies, redundancies, or bottlenecks.
• Set clear goals and KPIs, aligning team efforts with measurable outcomes to track progress and success.
• Automate repetitive tasks: Use tools and technology to reduce manual work and free up time for strategic initiatives.
• Improve communication channels and streamline how information flows across the team to reduce delays and misalignment.
• Budget and Services Management:
• Assist in managing the AOP process.
• Govern budget throughout year in partnership with Program Stakeholders and Finance including monthly reporting, theme tracking, and reconciliation aligned with Marketing OKRs.
• Collaborate with Procurement and Category Management on SOW review, finance approval, and shepherding through contract and Coupa processes.
• Facilitate ongoing review of 3rd party contracts with vendors including driving financial and operational efficiencies and ensuring vendors are meeting the expectations set forth in the contract.
• Campaign Support:
• Provide project management and coordination across the business to ensure timelines, deliverables and dependencies are tracked.
• Provide dashboards and insights on campaign metrics to enable timely decision making.
• Support and comply with the company's Quality Management System policies and procedures.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 100% of a typical working day.
• Ability to travel up to 20% of working time away from work location; may include overnight/weekend travel.