Sr Manager, Consumer Journey & Content
Marketing
Full Time
Charlotte, Nc
2022-02-10

A REGULAR DAY AT WORK (ESSENTIAL DUTIES):
For us going to work every day has an even greater purpose than putting the latest product or technology on the market. It’s about improving the everyday lives of millions. By being sustainable and open to new ideas we can push the boundaries of cooking, cleaning, and wellbeing at home. But to keep doing so, we need more people who want to innovate and re-imagine what life at home can be.  

The Consumer Journey & Content Senior Manager is responsible for managing the Electrolux and Frigidaire Onboarding & Ongoing Use ownership experience focused on driving loyalty and brand love. The Sr. Manager will work closely with cross functional partners including Marketing, Operations, Product Line, Design & UX, IT, Customer Care and Digital to build out the post purchase consumer touchpoints and content creation for this part of the journey. The Sr. Manager will focus on creating seamless, consistent CX experiences across multiple channels to drive revenue, NPS score and other KPIs set forth by the business. Candidates that apply for this role should exhibit a strong consumer-first mentality, have a natural curiosity for technology and problem solving, and thoroughly enjoy collaborating with large teams and communicating regularly with business stakeholders.

KEY RESPONSIBLITIES:

  • Responsible for the North America 5-year strategic roadmap and implementation plan for onboarding and ongoing use consumer journey.
  • Work closely with the Brand Team to build brand desirability for the loyalty loop for the Electrolux and Frigidaire brands ensuring a consistent brand voice and tone across all touchpoints.
  • Define, build and refine the post purchase onboarding and ongoing use consumer journey touchpoints utilizing consumer insights, voice of the consumer and data analytics while keeping a pulse on best-in-class experiences across aligned industries.
  • Support the Ownership Solutions business verticals to drive owner engagement, consideration, conversion and lifetime value (LVA).
  • Plan, strategize, develop, and manage the execution of content to support the onboarding and ongoing use phases of the loyalty loop – including but not limited to product literature, app content, push notifications, emails, blog articles, how-to-videos, FAQs  and other marketing collateral.
  • Manage internal and external content teams handling scheduling, prioritization, distribution, ongoing maintenance, and signoff by key stakeholders; own the content creation process and software enablement.
  • Serve as a strategic partner between the Ownership Solutions business and Digital Marketing to build requirements for the owner experience and consumer engagement within our branded channels i.e. Brand Sites, Apps, Email CRM, Social.
  • Manage and coordinate workflows with internal and global teams, external consultants and agencies, and third-party development partners to ensure flawless execution.
  • Work closely with the global OneApp team to drive the North American ownership experience for connectivity and app projects working closely with IT, UX Design and Product on content creation, App Store commercialization, user journeys in and out of app, partnership integrations and ongoing maintenance as a result of consumer feedback.
  • Strategize email CRM loyalty campaigns, coordinate content development and testing, and provide feedback based on data analytics and recommendations provided by the Email Marketing Team.
  • Work closely with Digital Marketing and agencies to develop and iterate the ownership journey on our branded websites; responsibilities include requirements documentation, SOW reviews, content creation, wireframe and design reviews, UAT testing, benchmarking, and providing feedback on data analytics and recommendations provided by the team.
  • Manage the integration of local and global brand partnerships that enhance consumer experience offerings.
  • Drive the CRM strategy for loyalty working closely with Digital Marketing and IT to record and utilize critical owner data to create relevant, personalized experiences.
  • Responsible for budget, invoice and vendor management working closely with Finance & Legal.

WHO YOU ARE:

  •  Ours is a dynamic, fast-paced environment that asks for flexibility and agility.
  • You can quickly understand and assess a situation and react confidently, making decisions even where there is ambiguity.
  • You can make yourself understood and are a good listener.
  • You can manage changing priorities with ease.
  • You seek out the opportunities and set about realizing them with a consumer first mind-set.
  • You can work autonomously but will never be on your own, working proactively to identify the opportunities and implement the plan.

We employ great people from a wide variety of backgrounds – not just because it’s the right thing to do, but also because we believe that diverse perspectives make our business stronger and more innovative. If you share our values, come find your place in our global community. Meet us on @lifeatelectrolux and career.electroluxgroup.com to learn more.

Minimum Qualification

EDUCATION & EXPERIENCE:

  •  Bachelor’s degree required in marketing, journalism, visual communications, data analysis, computer science, or a related field with experience.
  • 7-10 years related experience in brand or digital marketing and/or consumer experience marketing.
  • 3-5 years management experience.
  • Experience managing digital marketing initiatives, consumer experience strategies, content creation, and performance metrics.
  • High-level of proficiency with Google Analytics; digital dashboards (i.e. PowerBI); Marketing Automation (IBM Watson- Acoustic); Microsoft applications including Excel and PowerPoint; CMS and project management systems (i.e. Workfront, Wordpress); Basic Adobe Photoshop skills.
  • Experience working with, and providing creative direction to advertising agencies.
  • Must have full knowledge of PowerPoint, Excel and Word.

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Apply now

We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'