Staples Sr. Manager, Marketing Operations (Email, Print, SMS) in Framingham, Massachusetts


The Sr. Manager, Marketing Operations (Email, Print, SMS) is a key marketing leader within Marketing Operations practice and is responsible for driving best practices, deployment strategy, detailed executional planning and identification, execution and management of test programs for Email, Print and SMS marketing channels. This leader is also responsible for bringing customer centricity in marketing campaign deployments using email, print or SMS channels by resolving circulation conflict at the operational level based on Segment Marketing needs to ensure the customers get the best value through their relationship with Staples. This leader will manage a team of 10-15 program/project managers and/or circulation specialists to help drive customer centric roadmap for targeted marketing.

Key Job Responsibilities

Impact on Business

Detailed Executional Planning

o Partner with marketing leaders from Segment Marketing, Category Marketing, Seasonal Marketing, agencies and business teams (where needed) to prioritize and drive the detailed execution planning of Marketing programs and initiatives involving email, print and SMS channels

o Manage and prioritize work for the targeted marketing team as well as the circulation team and their process workflows, identify process improvements to increase accuracy, efficiency and scale to utilize the full capacity of the team

o Collaborate with the segment marketing, campaign managers, and service teams in creating and managing the email content roadmap

o Partner with campaign execution teams ensuring flawless delivery of daily messages, key projects and priorities – troubleshooting issues when they arise and implementing learning to mitigate future impact.

o Oversees the development of technical/business approaches and new or enhanced technical tools and partner with internal (SDS) or external (vendors) stakeholders to implement technology improvements

o Serve as business owner and subject matter expert for Targeted Marketing across the organization

o Own and manage the relationship with third party partners critical for marketing program execution for email, print and SMS

o Test Execution and Management

? Develop and present new test ideas/recommendations and executional plan for optimizing targeted campaigns to drive business growth to the segment/category marketers and marketing leadership to gain their alignment and approval to proceed

? Establish and monitor KPIs of all email campaigns and actively adjust the test roadmap to improve overall KPIs

Deployment Strategy

o Determine the circulation plan, segmentation details, cadence, frequency and dynamic content logic for all campaign efforts

o Resolve circulation conflict across business channels and segments (USR vs NAD, Retail Dominant vs B2B Dominant etc.) to ensure that the customers get the best value out of their relationship with Staples (customer-centricity driven approach)

o Improve and recommend target audience segments based on communication objectives, data science modelled algorithms and customer analytics teams’ recommendations

Best Practices

o Identify opportunities to improve customer experience through flawless deployment of Email, Print and SMS programs. Understand and document marketing channel system configuration, processes and data flow and disseminate information across Staples to enhance understanding

o Document and share Email, Print and SMS best practices based on past successes/failures across customer segments cross-functionally to improve the revenue growth outcome for Staples. Interact with direct reports and peers in management / customer / partners to share information and improve cross-departmental processes

Innovation and Change (i.e. improvements to procedures, services, or products, as well as development of new ideas, methods, techniques, services and products)

• Continuously improve targeted marketing processes and underlying platforms and tools to achieve "best-in-class” Email ecosystem by recommending and obtaining necessary alignment and approvals


• Frequent and effective coordination with Directors and Sr. Managers of Segment Marketing, Category Marketing, Analytics, eCommerce and other functions required to be successful in this role

• See “Detailed Execution Planning” section above for more details

People Leadership (i.e. staff management; accountability for hiring, coaching, training, conducting performance review, determining pay actions)

• Lead a team of 10-15

• Fully responsible for hiring, coaching, performance management and firing decisions for all team members


Education/Experience Equivalent (minimum requirements)

• Bachelor’s degree in a marketing or business, or work experience that demonstrates comparable abilities. MBA strongly preferred

• 10-15 years of experience in marketing operations and specially with Email, Print and SMS channels

• 6-10 years of extensive experience in best practices and test execution using Email, Print and SMS channels in a fast-changing environment supporting both B2C and B2B customers

Professional Knowledge/Experience

• Proven ability to structure projects and independently lead marketing programs, developing their strategies, creating tactical plans, managing budgets and reporting results

• Strong ability to effectively work cross functionally within a large organization and with external partners; Must be able to manage, motivate and grow a team of marketing specialists and experts

• Strong Team Management and superior Project Management skills with ability to adjust priorities in a fast-moving business environment

• Experience proactively managing and coordinating multiple projects across internal teams balancing strategy with tactical execution

• Excellent oral and written communication skills, organizational skills (ability to influence as well as collaborate) and detail orientation

• Deep exposure to creating and implementing continuous process improvement program is needed

• Demonstrated analytical skills. Ability to quickly derive insights from research and analysis

• Demonstrated proficiency in Email and SMS automation platforms for both B2C and B2B customers is required. Superior MS Office skills are a must

• Deep experience negotiating with/managing agencies and/or vendors is needed

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.