Sr. Manager, Personalization & Customer Strategy (Hybrid)

The Sr. Manager Owned Personalization & Customer Strategy will own personalization strategy and trigger-based journey orchestration across Belks owned channels including Website App Email SMS and Push Notifications. They will serve as the connective layer between mass communications segmentation and 1:1 personalization orchestrating the overarching customer contact strategy so that trigger lifecycle and personalized experiences work together instead of competing for the customers attention. This role will partner closely with Marketing Loyalty Merchandising Analytics and Technology teams to translate customer data and predictive insights into relevant revenue-driving experiences at every stage of the customer journey. This role leads the day-to-day execution of the personalization and trigger roadmap on behalf of the Director Owned Media & Personalization.

This is an ideal opportunity for a seasoned digital marketer who is equally comfortable in data and strategy and who thrives at the intersection of performance marketing and customer experience in a fast-paced solutions-oriented environment.

Job Functions

Personalization Strategy & Roadmap

• Own the personalization roadmap across web app email SMS and push prioritizing use cases by revenue engagement and customer experience impact.
• Partner with Analytics and Data Science to translate customer behavioral and predictive data into personalized content product recommendations and offers.
• Define and prioritize the personalization testing agenda and evaluate results to inform ongoing roadmap investment.

Trigger-Based Journey Orchestration

• Own trigger strategy for welcome browse and cart abandonment replenishment post-purchase loyalty milestone and win-back journeys across all owned channels.
• Orchestrate trigger timing sequencing and channel arbitration so customers receive one coordinated experience rather than conflicting or duplicative messages.
• Partner with Platform and Marketing Technology teams to build QA and continuously optimize trigger campaigns within the CDP ESP and personalization platforms.

Overarching Customer Strategy Orchestration

• Serve as the operational owner connecting mass segmented triggered and 1:1 personalized communications into one coordinated customer contact strategy.
• Partner with Merchandising Loyalty and Lifecycle Marketing to align personalization and trigger plans with the broader promotional and lifecycle calendar.
• Own governance of messaging cadence frequency and suppression logic to protect the overall customer experience.

Test Learn & Optimization

• Build and lead a test-and-learn agenda specific to personalization and trigger performance covering targeting content timing and channel.
• Partner with Analytics to measure the incrementality of personalization and trigger initiatives and translate findings into roadmap decisions.

Platform Data & Vendor Partnership

• Partner with CDP CRM personalization and martech vendors along with internal Technology teams on the configuration and enhancement of the personalization and orchestration platform stack.
• Support business case development testing and change management for personalization and trigger-related platform enhancements.

Team Leadership

• Lead coach and develop a team focused on personalization and trigger execution.
• Partner cross-functionally to build shared understanding of personalization and orchestration priorities across Marketing Loyalty Merchandising Analytics and Technology.
• Requires designated hybrid in-office work schedule.

Required for All Jobs

Performs other duties as assigned

Complies with all policies and standards

Position Contribution Level

Intermediate

Minimum Education & Experience

• Bachelors degree or equivalent combination of industry related professional experience and education
• 6 years of experience in consumer marketing digital marketing or retention marketing
• 4 years of leadership experience
• Working experience leading and motivating cross-functional interdisciplinary teams to achieve tactical and strategic goals
• Working experience with personalization trigger marketing or customer journey orchestration platforms
• Industry experience: Retail or direct to consumer

Preferred Education & Experience

• Masters degree in business marketing or business analytics
• Specific work or project experience: personalization roadmap development journey orchestration CDP/ESP platform management
• Industry experience: Retail eCommerce

Knowledge & Skills

• Strong leadership and team development skills
• Proven experience with customer-centric design and personalization strategy
• Experience developing personalization roadmaps and trigger-based journey frameworks
• Experience managing Email SMS Push Notification Website Personalization and Customer Data Platform ecosystems
• Technical knowledge with the ability to translate technical concepts into business terms for stakeholders
• Experience using customer analytics and AI-driven capabilities to improve personalization relevance and business outcomes
• Track record of gaining collaboration and alignment across diverse cross-functional teams
• Experience balancing promotional loyalty lifecycle and personalized communications within a unified customer contact strategy

Physical

• Available and able to travel as needed

Reporting Relationships

Supervisor

Director Owned Media & Personalization

Supervises

Individual Contributor level

Pay Range

$108000-$150000

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements skills experience or work location. The range listed is just one component of the compensation package offered to candidates.

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We Are an Equal Opportunity Employer

Belk is an equal-opportunity employer committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race color age sex gender identity sexual orientation hair style hair texture religion marital status pregnancy national origin/ancestry citizenship physical/mental disability genetic information military/veteran status or any other basis prohibited by law.