Senior Manager, Personalization Customer Lead

    • Menomonee Falls, WI

BUSINESS IMPACT STATEMENT With a focus on evolving Kohl's to be world class in Customer engagement and Personalization, the Sr Manager, Personalization Customer Lead will drive the strategy and manage the end-to-end customer segment engagement plan, inclusive of ideation, testing, prioritization, and execution of key strategies. This role is responsible for driving engagement and realizing financial outcomes for specific customer segments. The leader will partner with key stakeholders to enable personalization capabilities across marketing, digital and store experiences through definition and execution of customer segment roadmaps.

ACCOUNTABILITIES

CUSTOMER SEGMENT(S) ENGAGEMENT PLANS AND DRIVE OUTCOMES

  • Build out and drive the end to end customer segment strategy and learning agenda, including testing and full-scale opportunities through personalization of offers, content, products, and channel communication strategies (media type, frequency) and ensure it aligns to the broader vision
  • Responsible for driving ROI on marketing tactics and delivering on customer segment sales goals
  • Adapt marketing base plans to customer segment needs and drivers, resulting in personalized marketing execution and testing plans aimed to drive increased engagement, loyalty, and financial gains.  
  • Develop and oversee test programs and pilots to improve the effectiveness of growth personalization tactics
  • Generate hypotheses & partner to define analytical/testing opportunities to provide new insights to further advance the targeted personalization strategies
  • Drive business opportunity and sales of segments through targeted strategies
  • Serve as agile steward and coach, ensuring a data-driven mindset and encourages team to generate bold and innovative solutions
  • Use customer insights, industry examples and leadership input in creating new test hypotheses
PERSONALIZATION STRATEGIES
  • Create a personalization customer experience vision for the entire organization to aspire to and continuously evolve based on testing, learning and insights
  • Partner with Marketing, Digital, Stores and other Customer Leads to drive a coordinated, personalized customer experience
  • Develop deep understanding of shopping triggers and value-driving behaviors to move customers through the engagement funnel
  • Create personalized journeys for targeted segments, ensuring touchpoints are as relevant as possible
  • Partner with stakeholders to identify, develop, and test new personalization tactics/capabilities that drive total enterprise traffic and improve customer value perception
  • Define and lead programmatic solutions relevant to specific customer segments, inclusive product, offer, content, and channel strategies
  • Leverage analytics and data science teams for actionable insights, algorithms and test design
  • Partner with stakeholders on creation of new personalization capabilities and features to be developed and tested through iterative frameworks
TEAM LEADERSHIP AND EXECUTIVE COMMUNICATIONS 
  • Embrace a data-driven, agile mindset and encourages team to generate bold and innovative solutions
  • Manages direct reports, systems and projects to achieve marketing goals
  • Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance and maintaining open communications.
  • Develops staff through coaching, providing performance feedback, providing effective performance assessments and establishing performance and development plans.
  • Ensure follow up with team members on deliverables and holds team accountable for timely and accurate completion
  • Inform leadership and key stakeholders of performance on regular basis
  • Collects learnings from engagement plans and shares across teams and the organization
  • Communicate challenges and opportunities in a proactive manner to key partners
QUALIFICATIONS

REQUIRED
  • Bachelor's degree
  • 6+ years experience in technology, marketing, business brand or customer engagement strategy
  • Demonstrated problem solving, critical thinking, and analytical skills
  • Experience in developing and striving marketing and personalization strategies
  • Understanding of marketing and personalization technology
  • Proven people leadership experience
  • Experience building strategic roadmaps and leveraging strategic insights to prioritize ideas
  • Strong communication, influencing and partnering skills
  • Ability to create executive level presentations and story telling
  • Ability to translate insights into actionable plans
  • Ability to lead and inspire a team
PREFERRED
  • Prior agency, consulting experience

Through extensive research and development, Kohl’s works to create meaningful connections with every customer who comes into the company’s department stores or visits the site.

Kohl's Company Image


Back to top