Responsibilities

• Own and coordinate intake for new and changing customer communications, translating stakeholder needs into clear briefs, timelines and executable plans.
• Map and manage communications across the customer lifecycle, including acquisition, onboarding, transactional, engagement, cross-sell/up-sell, retention and other key touchpoints.
• Apply a consumer-first lens to requested tactics. Challenge assumptions when appropriate and recommend the channel, timing and approach most likely to improve the customer experience and business outcome.
• Coordinate content, creative, digital/email deployment, technology, analytics, operations, sales/client partners and Legal/Compliance to move communications from concept through approval and launch.
• Build and maintain communication inventories, journey maps, ownership documentation, approval workflows, calendars and repeatable governance processes.
• Monitor campaign and communication performance, interpret engagement and customer data, and present clear findings, recommendations and next steps.
• Identify gaps, redundancies and pain points across communications and recommend opportunities for optimization, personalization, testing and improved digital experiences.
• Support consumer websites and portals, including the e-commerce experience, by identifying conversion, content, customer experience, SEO and AI-search visibility opportunities in partnership with digital and development teams.
• Explore practical uses of marketing technology, automation and AI to improve communications, analytics, personalization, content development and marketing efficiency.
• Manage projects end to end in an evolving environment, creating structure where processes are still being established.

Requirements

• Bachelor’s degree in Marketing, Business Administration or a related field.
• Minimum 5 years of progressive B2C marketing experience focused on digital marketing, consumer marketing, e-commerce, customer communications, and/or market research.
• Proven experience developing and executing multi-channel B2C marketing campaigns, promotions, and customer lifecycle marketing strategies.
• Demonstrated ability to map customer journeys, leverage customer insights, and translate findings into effective communication and marketing strategies.
• Experience partnering with clients, business leaders, and stakeholders to develop and implement successful marketing initiatives.

Preferred

• 8+ years of relevant marketing experience with depth in digital, e-commerce, consumer marketing, research and analytics.
• 5+ years of experience supporting customer experience, lifecycle marketing, customer communications and/or customer journey mapping.
• Deep Customer Experience expertise with demonstrated ability to operate effectively in a marketing environment.
• Experience using consumer, campaign and market data to identify insights and influence marketing decisions.
• Knowledge of marketing technology and analytics tools, including Google Analytics (GA4) and Google Tag Manager.
• Experience with omnichannel communications, CRM, retention/engagement, marketing automation or digital optimization.
• Self-directed approach with strong accountability, curiosity and the ability to build from ambiguity.
• Bilingual capability.