Position Summary
This is an on-site role in Houston, TX. I am looking for people who are willing to relocate to Houston. Relocation assistance is available.
The Director, Marketing Operations and Technology plays a pivotal role in shaping the future of my client's customer experience by driving the strategy and execution of our marketing technology stack. This position is crucial in ensuring that our tools, from Salesforce Marketing Cloud to Power BI and GA4, are seamlessly integrated to enhance customer engagement and streamline internal processes. The role is instrumental in aligning strategic initiatives with our organizational goals, providing leadership in large-scale projects, and overseeing the development of a cohesive and data-driven approach to customer experience management.
This leadership position is key to fostering cross-functional collaboration, ensuring that technology solutions enhance both operational efficiency and customer satisfaction. The Director will manage ongoing projects, oversee the evolution of my client’s website and future eCommerce initiatives, and drive the analytics strategy to support data-driven decision-making across the organization. By leveraging internal and external resources, the Director will ensure the successful deployment of innovative and impactful technology solutions that align with company priorities.
A core aspect of this role is building and maintaining a high-performing marketing operations team. Through leadership, mentorship, and professional development, the Director ensures the team delivers its objectives while fostering a culture of creativity and resourcefulness. The Director will also play a key role in optimizing resource allocation and guiding team members in delivering high-quality work to tight deadlines.
If you are passionate about leading transformative marketing operations and technology initiatives, join my client and help us deliver on our mission of expanding access to quality, affordable medication and helping people live healthier, happier lives.
ESSENTIAL JOBFUNCTIONS:
Leads the development and execution of a comprehensive strategy for our Customer Experience (CX) technology stack, including Salesforce Marketing Cloud Engagement, Data Cloud, Personalization, Sales Cloud, Service Cloud, Power Business Intelligence (BI), WordPress, ZoomInfo, Google Analytics 4(GA4), and other integrated first party (Master Data Management/transactional/Enterprise Resource Planning data) and third-party technologies.
- Develops and oversees strategic initiative project alignment, feature roadmaps, and prioritization to ensure organizational goals are met.
- Leads the implementation of large-scale technology projects, ensuring alignment with organizational objectives and timelines.
- Collaborates with cross-functional teams to integrate customer experience technology solutions and streamline operational processes.
- Establishes a cadence of reporting and opens communication channels across the organization, ensuring alignment on priorities, launch dates, and project statuses.
- Serves as a Salesforce subject matter expert, driving adoption and optimization initiatives across the organization.
- Oversees the management and measurement of my client’s website and the development of future self-service/eCommerce experiences.
- Leads the Customer Analytics and Measurement strategy via GA4, Salesforce, and Power BI.
- Manages the Salesforce Coordinator in the development and execution of data-driven insights and reporting that align with company priorities.
- Directs the Project Coordinator in managing project timelines, resources, and deliverables to ensure successful project outcomes.
- Drives innovation and creativity in deploying technology solutions, effectively leveraging internal and external resources to launch impactful initiatives.
- Monitors and evaluates the performance of marketing technology initiatives, using analytics and feedback to drive continuous improvement.
- Fosters a culture of collaboration, creativity, and resourcefulness within the marketing operations and technology team.
- Encourages professional growth, knowledge sharing, and teamwork among team members.
- Provides feedback and evaluates employee performance regularly.
- Partners with department leadership to align, allocate, and adjust resources as necessary to meet project demands.
- Performs other duties as assigned.
SUPERVISORY RESPONSIBILITIES:
This position has supervisory responsibilities.
QUALIFICATIONS:
Education and Experience requirements:
- Bachelor’s degree in marketing, Business Administration, Information Technology, or a related field.
- Minimum of 8 years of experience in marketing operations, technology management, or related roles.
- Must have strong understanding of CX technology platforms, with proficiency in Salesforce technologies.
- Experience with Data Cloud, Marketing Cloud Engagement, and Personalization required.
- Experience managing teams and fostering a culture of innovation and collaboration.
- Experience in a fast paced, highly transactional business is a plus.
- Experience integrating multiple data sources to enhance customer understanding is a plus.
- Proven expertise in developing and executing comprehensive, enterprise-level technology strategies across departments.
- Demonstrated success in leading large-scale customer experience management transformations and driving organization-wide adoption.
- Experience with advanced segmentation and offer alignment in a highly transactional business is a plus.
- Strategic thinker with a track record of leveraging technology to drive business growth and efficiency.
- Knowledge of data analytics and reporting tools to evaluate performance and drive continuous improvement.
KEY COMPETENCIES:
- Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
- Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
- Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
- Resourcefulness: Secures and deploys resources effectively and efficiently.
- Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
- Ensures Accountability: Holds self and other accountable to meet commitment.
- Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
- Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
CERTIFICATES, LICENSES, REGISTRATIONS
None
PHYSICAL REQUIREMENTS:
- While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.
