Senior Marketing Operations Manager

This Senior Manager, Marketing Operations is responsible for developing and deploying rich experiences on a robust technology foundation that enables highly targeted marketing programs, captures deeper customer insights, and improves operational excellence across all parts of the customer journey. The role will interface with both business and technical resources to ensure business, functional and technical requirements are optimally reflected across the technology landscape while partnering with change management leaders to achieve business and customer experience objectives effectively and efficiently.

This key role will partner with the Digital Marketing Strategy & Performance team, Commercial and CX Leaders, Customer and Internal Stakeholders and Change Agents to build integrated marketing and engagement strategies across a high-performing CX team to improve customer satisfaction across Masterbrand’s distribution channels.

This role will be key to enabling audience segmentation, data management, content taxonomies, data/workflows across Salesforce Core and Marketing Cloud while supporting other “authenticated” experience needs to enable end-to-end processes, program (warranty, loyalty, rewards etc.) implementations, customer data management, dashboard reporting, etc.

Accountabilities

• Partner with Digital Marketing Strategy & Performance leader to execute and measure marketing programs and nurturing campaigns in Salesforce Marketing Cloud
• Champion VOC, seek out continual improvement opportunities to drive operational efficiencies – both internally and externally – and prioritize against organizational initiatives 
• Competitive Benchmarking of Customer Experience against industry competitors and category leaders
• Mine data and competitive intelligence for insights to propose new features and customer experience optimizations related to customer acquisition, retention, and expansion of customer relationships, as well as ensure appropriate feedback loops are active across teams and partners
• Collaborate with both business and technical teams on the planning, development, and execution of strategic roadmap to align with business and CX goals/milestones
• Codify processes and services through reusable components, standardization, and automation in a way that boosts productivity, minimizes TCO and scales to address other organizational needs
• Document and align operations with industry best practices, establish project management and agile methodologies to uphold quality standards and speed to market
• Enable all commercial and business operations teams to effectively measure and optimize workflows and business outcomes
• Effectively and efficiently work across the entire tech stack and its integration points to ensure seamless data flows and easy of use/adoption by internal teams to deliver exceptional customer experiences and user satisfaction
• Further develop the overall delivery model to encompass solution and service delivery, as well as build out the team with key specializations around data analysis, digital production, etc.
• Champion the Product Owner role to create compelling Customer Experiences
• Partner with Privacy Office to ensure website compliance to Internet Privacy and Cookie Consent Management

Qualifications

Characteristics & Attributes

• Must be self-motivated with good organizational skills, strong attention to detail and excellent follow through.
• Must possess the ability to build effective working relationships with internal and external team members in a dynamic environment.
• Goal oriented with high sense of urgency and bias for action to drive delivery of content against tight timelines.
• Lead through influence. Bring clarity to ambiguous operational and data processes
• Aptitude for detailed process design work and quality control of operational processes
• Ability to translate business requirements into action plans with technical partners and hold accountable for successful on time, on budget and high-quality deliverables
• Excellent communication and collaboration skills with key stakeholders and cross-functional team members

Experience & Education

• Knowledge and understanding of web applications, programs and digital tactics
• Salesforce Core, Experience and Salesforce Marketing Cloud platform experience
• Strong understanding of MarTech landscape including Digital Experience Platforms (DXPs), Customer Data Platforms (CDPs), Advanced Segmentation and Personalization tools
• BS in Marketing or IT related field; blended experience a strong plus

Organizational Relationship

Reports to: Sr. Director of Digital Experience

Additional Information

For nearly 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. That, combined with our stylish products, expansive dealer and retail network, and dedicated associates, has helped make us the number one North American residential cabinet business. Our unique culture of continuous improvement is based on trusting the tools, empowering the team and moving forward, and is kept alive by our more than 14,000 associates across 20 plus manufacturing facility and offices. Visit to learn more and join us in building great experiences together!

Equal Employment Opportunity

MasterBrand Cabinets LLC is an equal opportunity employer. MasterBrand Cabinets LLC’s policy is not to discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by federal, state or local laws. MasterBrand Cabinets LLC also prohibits harassment of applicants or employees based on any of these protected categories. It is also MasterBrand Cabinets LLC’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

Reasonable Accommodations

MasterBrand Cabinets LLC is committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and wish to discuss potential accommodations related to applying for employment, please contact us at [email protected] .

• Actual pay will vary based on qualifications and other factors