JOB SUMMARY
The Senior Manager, Customer Marketing Boutiques is responsible for developing and executing customer marketing strategies that drive engagement, retention, loyalty, and long-term customer value. This role is responsible for turning data-driven insights into marketing strategies and driving customer behavior across owned channels, customer programs, lifecycle marketing, and strategic growth opportunities. This role is cross-funtional in a matrixed organization, requiring excellent leadership skills to drive our business objectives across the enterprise. The ideal candidate combines strategic thinking, customer insight, and analytical rigor, with strong program management skills to influence customer behavior and deliver measurable business outcomes.
CANDIDATE PROFILE
Education and Experience Required
- 4-year degree from an accredited university.
- 5+ years of relevant professional experience in digital marketing, CRM, customer marketing, lifecycle marketing, e-commerce marketing, or related disciplines.
- Demonstrated success developing and executing customer engagement, retention, or loyalty strategies that drive measurable business results for an ecommerce business.
- Experience managing enterprise-scale marketing programs across owned channels, such as email, mobile, SMS, social, or other customer communication platforms.
- Strong analytical capabilities with experience leveraging customer and performance data to inform strategy and optimize results.
- Experience leading cross-functional initiatives and influencing stakeholders across marketing, product, technology, and analytics organizations.
Education and Experience Preferred
- Experience managing email, CRM, or lifecycle marketing functions at an ecommerce company.
- Experience managing agencies as well as hands-on experience with ecommerce platforms and email applications.
- Experience in home, luxury or lifestyle ecommerce businesses.
CORE WORK ACTIVITIES
- Develop and execute customer marketing strategies that increase engagement, retention, loyalty, and customer lifetime value.
- Lead customer marketing in owned channels such as email, SMS, lifecycle programs, promotions, and enterprise channels.
- Oversee end-to-end lifecycle campaigns, including planning, segmentation, campaign submissions, copy development, QA, deployment, and performance reporting.
- Drive agencies’ priorities and performance against our business goals.
- Develop and manage lifecycle content calendars ensuring timely, relevant, and intelligently targeted communication throughout the customer journey.
- Manage and report on targeted lifecycle strategies such as welcome, activation, post-purchase, retention, loyalty, and win-back.
- Collaborate with Marketing and Merchandising to develop campaigns optimizing promotion strategy and consumer messaging.
- Define and optimize customer journeys, segmentation strategies, and personalization initiatives to improve customer experience and business performance.
- Collaborate with Enterprise Marketing, Boutiques Marketing, Tech, Data and Analytics teams to align on marketing and automation requirements with broader enterprise priorities.
- Establish testing and optimization frameworks to improve campaign effectiveness, customer engagement, and conversion outcomes.
- Contribute to overall marketing strategies inclusive of seasonal planning, launches
- Monitor and analyze customer communications and campaign performance, translating insights into actionable recommendations and strategic improvements.
- Present strategies, performance results, and recommendations to senior leadership and key stakeholders.
Lead data-driven, insight-led decision-making about our customer segments
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.
Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance.
Washington Applicants Only: Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually.
Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
