Sr. Platform Lead, Omnichannel Content

Responsibilities

• Lead omnichannel content & campaign planning: Develop and oversee the integrated planning process that aligns business priorities, customer needs, and marketing objectives into a cohesive omnichannel content and campaign roadmap. This includes but is not limited to: leading annual, quarterly, and campaign planning processes across Chick-fil-A's owned marketing ecosystem; partnering with Brand Experiences & Story (BEST), Customer Digital Experience (CDX), Customer Technology Solutions (CTS), Customer & Market Insights (CMI), and other key stakeholders to identify, prioritize, and sequence content and campaign opportunities; establishing governance and prioritization frameworks that connect business goals, customer needs, and channel capacity; ensuring content and campaigns are coordinated across channels to deliver a connected, audience-first customer experience; aligning stakeholders around key moments, customer journeys, and business priorities while balancing competing demands; identifying dependencies, risks, and opportunities across initiatives to maximize customer and business impact.
• Own omnichannel performance strategy & KPI frameworks: Establish the measurement frameworks that connect marketing activities to customer engagement, loyalty, and business outcomes. This includes but is not limited to: defining, maintaining, and governing KPI frameworks for content, campaigns, channels, and customer journeys; partnering with CMI and business stakeholders to establish meaningful measures of success and performance benchmarks; developing standardized scorecards, dashboards, and reporting frameworks that provide visibility into marketing effectiveness; ensuring performance measurement reflects both customer and business outcomes; establishing leading and lagging indicators that support proactive decision-making and optimization; creating a consistent measurement approach across channels to enable enterprise-level performance visibility.
• Lead testing, learning & optimization: Drive a culture of experimentation and continuous improvement across Chick-fil-A's owned marketing ecosystem. This includes but is not limited to: defining testing roadmaps and experimentation strategies aligned to business priorities and customer needs; leading omnichannel testing efforts, including audience, content, offer, journey, and channel optimization initiatives; partnering with analytics, audience, channel, and technology teams to execute and evaluate testing programs; establishing processes to document, socialize, and scale learnings across teams; translating performance data and customer insights into actionable recommendations; identifying opportunities to improve relevance, targeting, personalization, content effectiveness, and customer experience.
• Drive reporting & strategic insights: Lead performance reporting and business reviews that inform strategic decisions and future investments. This includes but is not limited to: partnering with CMI to develop dashboards and performance reporting capabilities that provide real-time visibility into content, campaign, and channel performance; leading recurring performance reviews with executive and cross-functional stakeholders; analyzing trends, opportunities, and performance drivers across customer journeys and marketing initiatives; delivering strategic recommendations to improve engagement, sales, frequency, loyalty, and customer experience outcomes; providing thought leadership around emerging opportunities, risks, and performance trends.
• Own web content strategy & planning: Provide strategic leadership for Chick-fil-A's web ecosystem to ensure content & experiences support customer needs, business objectives, and omnichannel marketing goals. This includes but is not limited to: partnering with CDX and CTS to identify and prioritize enhancements that improve customer outcomes; ensuring website content & experiences support omnichannel campaign objectives and customer journeys; establishing and monitoring web content performance measures, including engagement, conversion, and discoverability; partnering with stakeholders to prioritize website content and experience improvements based on business impact and customer insights.
• Lead organic search & SEO strategy: Oversee the strategy, measurement, and optimization of Chick-fil-A's organic search ecosystem. This includes but is not limited to: owning SEO strategy across Chick-fil-A digital owned properties; directing agency and partner relationships responsible for search optimization programs; partnering with internal & support teams to improve site architecture, content structures, metadata, FAQs, and search visibility; monitoring and responding to evolving consumer search behaviors, search engine changes, and AI-driven search trends; establishing SEO performance goals and reporting frameworks tied to discoverability, engagement, and business outcomes; identifying opportunities to expand reach, improve relevance, and connect customers to their next best action with Chick-fil-A; ensuring search strategies are integrated into broader content planning and marketing initiatives.
• Enable omnichannel excellence: Create the content strategy, planning & performance processes, governance, and operating rhythms necessary to support effective collaboration and decision-making. This includes but is not limited to: aligning strategic priorities with executional capacity and business goals; establishing best practices for planning, measurement, optimization, and performance management; driving customer-first, data-informed decision-making across the organization; identifying opportunities to improve tools, capabilities, workflows, and ways of working that increase marketing effectiveness.
• Direct the day-to-day work & priorities of a contractor support team, including a copywriter/content strategist; digital content publisher; and analyst.

Requirements

• Experience in loyalty, CRM, lifecycle marketing, or customer engagement programs or similar
• Experience leading omnichannel content strategy and performance functions within a large, consumer-facing organization.
• Familiarity with customer data platforms (CDPs), marketing technology ecosystems, and personalization capabilities.
• Experience managing agency relationships and leading contractor or partner teams.
• Knowledge of AI-enabled marketing, content discovery, and search optimization technologies.
• Strong strategic planning and prioritization capabilities.
• Exceptional stakeholder management, collaboration, and influence skills.
• Strong analytical skills with the ability to translate insights into business actions.

Preferred

• Proven success leading enterprise-scale content and campaign planning.
• Expertise in marketing measurement, KPI development, and performance optimization.
• Deep understanding of customer journeys, content strategy, and omnichannel marketing.
• Experience leading testing, experimentation, and continuous optimization initiatives.
• Strong executive presence.
• Expertise in web strategy, digital experience, SEO, and organic search performance.
• Experience establishing governance frameworks, operating models, and scalable marketing processes.