Panera Bread Sr Manager, Customer Journey in Needham, Massachusetts

Sr Manager, Customer Journey

Needham, Massachusetts

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Category Support Center

Location ID 1

Location Name Needham Support Center

Address Three Charles River Place

State/Region Massachusetts

Postal Code 02494

Country United States

Sr Manager, Customer Journey

Panera, LLC is currently accepting applications for a

Sr. Manager of Customer Journey

Needham, MA

Department: Marketing

Reports to: Director, Marketing Orchestration

The Senior Manager of Customer Journey will be responsible for designing and optimizing digital marketing programs across multiple channels i.e. email, web, mobile, media), provide recommendations on how data, analytics and various marketing levers can best interact across stages of the customer journey to support customer acquisition, frequency, and retention objectives.

Scope Of Responsibilities (Other duties may be assigned)

This role will report to the Director, Marketing Orchestration, and will partner cross-functionally with key stakeholders across the company, as well as with individual channel owners to ideate, quantify, and orchestrate marketing programs that drive measurable business KPIs.

  • Marketing/Product Owner for Marketing Orchestration platform

  • Responsible for governance and process for building customer journeys

  • Drive Paneras maturity in creating connected experiences (personalization at scale)

  • Determine the future roadmap of capabilities and data for 1:1 and Marketing Orchestration

  • Journey program planning: Responsible for cross channel strategy to ensure interactions across channels are cohesive

  • Technical implementations of customer journeys: Lead requirement gathering, solution design, identify data or technology gaps, manage the development of journeys, perform user acceptance testing and measurement (cross platforms)

  • Strategic consultation: Be seen as a trusted strategic advisor to business partners by providing customer journey solutions using customer insights, expertise in building cross channel journeys, and knowledge of data and technology capabilities

  • Lead cross functional team with internal stake-holders (IT, Design, Business, Finance) and external partners to gain buy-in and bring Paneras vision to market. Serve as liaison with IT and other functions, apply standard solutions and processes, and identify where new solutions are needed

  • Thought leadership and innovation: Understand emerging digital marketing trends, apply best practices and pursue innovations in digital marketing

  • Performance analysis: Define campaign performance metrics and measurement plans. Identify key opportunities based on analysis. Support test and learn team (Adobe target) and analytics teams to provide requirements for reporting and analysis to be used to further iterate and optimize journeys, use customer insights and learnings to inform new journey creation

  • Audience manager marketing owner: Build, segment, and distribute 1st and 3rd party audience data necessary to activate personalization and marketing orchestration across digital channels

  • Evolve audience creation approaches in coordination with loyalty team members and other contributors to craft the most appropriate targeting design

  • Contact strategies and program planning: Develop multichannel marketing contact strategies, lifecycle marketing plans, and detailed tactical plans guiding campaign execution, including messaging frameworks, contact cadence, segmentation and targeting, behavioral triggers and other executional guidance.

  • Querying Paneras data warehouse or other sources of data to create datasets in support of audience creation or cross channel journey management.

  • Team management: manage team that will be responsible for delivering impactful customer journeys and building future capabilities to support new channels, digital innovation, and data driven experiences.


  • Demonstrate a successful record of accomplishment with 7+ years of relevant work experience in digital or customer relationship marketing, marketing operations, or marketing communications with increasing job responsibilities.

  • Successful experience leading requirements gathering sessions, documenting details and follow-through and understands how to organize people and activities

  • Knows how to prioritize based on business value and can make decisions based on information available.

  • Can lead effective teams and has the ability to build consensus in a matrix environment with multiple functional groups.

  • Ability to effectively communicate, influence and lead others and articulate complex ideas with clarity

  • Can work in fast paced environment and knows how to focus his/her time on what is important

  • Management experience

  • Education

  • Bachelors degree required

  • MBA or other graduate level degree preferred

Needham Support Center

External Reference Code JR0015177

Company Name 100 Panera, LLC