Responsibilities

• Define and execute the digital brand development strategy, integrating reviews, social community, engagement, and experience objectives
• Lead and develop three direct-report functions: Email Marketing, Social Media Manager/ORM, and CX Supervisor
• Set brand voice standards and ensure consistency across email, social, and review response channels
• Report performance and sentiment trends to executive leadership
• Direct lifecycle and consideration-stage email programs, including customer database growth and supporting research initiatives
• Oversee real-time review/rating monitoring across Google, Yelp, BBB, industry-specific sites, and social platforms
• Ensure review responses follow brand voice and compliance guidelines (particularly in regulated industries, e.g., legal)
• Direct review generation/solicitation systems (post-call, post-service email/SMS, QR codes, etc.)
• Own sentiment analysis and reporting cadence
• Oversee social calendar, audience development, and influencer partnerships

Requirements

• BA/BS in Marketing, Business, Communication, or related field
• 10+ years leading multiple digital marketing disciplines (performance marketing, lifecycle/CRM, digital experience), with a track record of integrating historically separate functions around shared customer and business outcomes
• Demonstrated ownership of organic social, lifecycle/CRM, and owned digital channels, accountable for acquisition, engagement, conversion, and retention
• Experience developing lifecycle marketing strategies — segmentation, customer journeys, automation, personalization, email, SMS, push
• Proven experience managing a customer experience or reputation management function at scale — including review monitoring, response management, and escalation protocols for regulated or reputation-sensitive industries
• Track record of using sentiment analysis and CX metrics (response time, resolution rate, review volume/rating trends) to drive measurable improvements in customer satisfaction and brand reputation
• Experience using first-party data, CRM platforms, and analytics to build audiences, personalize experiences, and improve performance
• Strong knowledge of marketing automation, audience segmentation, and personalization platforms
• Strong understanding of digital measurement, attribution, testing, and performance optimization
• Proven ability to set vision, build strategy, execute with excellence, and use complex data to drive continuous improvement

Preferred

• Lead generation experience preferred
• Bilingual in Spanish a plus

Benefits

• 3 Weeks Paid Time Off
• 12 Weeks of Guaranteed Paid Parental Leave
• Comprehensive Insurance Coverage (Medical, Dental, Vision, etc.)
• 401(k) Retirement Savings Plan
• Wellness Initiatives/Employee Assistance Program
• Rewards and Recognition Programs
• Career Development Opportunities