Manager, Digital Consumer Experience and Optimization

Job Description:

Manager, Digital Consumer Experience and Optimization

In this highly visible role, you will lead the execution and continuous optimization of digital consumer experiences across a portfolio of leading pet care brands. As Manager, Digital Consumer Experience and Optimization, you will drive organic growth, consumer engagement, loyalty, and e-commerce purchase intent by overseeing website optimization, personalization initiatives, conversion rate optimization (CRO), and CRM programs across multiple owned digital channels. Acting as a critical bridge between brand strategy and execution, you will translate consumer insights and performance data into measurable improvements that enhance the digital journey and business outcomes.

Reporting to the Director, Marketing Systems & Enablement, this position combines strategic thinking with hands-on execution. You will partner closely with brand, CRM, analytics, digital product, and agency teams to deliver seamless consumer experiences across websites, email, SMS, and loyalty journeys. The role offers the opportunity to influence senior stakeholders, mentor team members, and help build scalable processes, capabilities, and best practices that elevate digital marketing effectiveness across the organization.

What Are We Looking For?

• Bachelor's degree in Marketing, Business, Digital Media, Communications, or a related field; equivalent digital education or experience will also be considered.
• 4-7 years of experience in digital customer experience, conversion rate optimization (CRO), CRM, email marketing, digital marketing, or growth marketing.
• Proven experience managing website optimization, digital campaigns, and customer journey improvements across owned digital channels.
• Hands-on experience with CRM and marketing automation platforms, preferably Salesforce Marketing Cloud (SFMC).
• Demonstrated success leading structured experimentation programs, including A/B testing and multivariate testing, that generated measurable business results.
• Experience leveraging digital analytics and consumer insights to identify opportunities and drive optimization strategies.
• Strong understanding of personalization strategies, audience segmentation, and customer lifecycle marketing.
• Experience working within matrixed organizations and collaborating with brand, digital product, analytics, IT, and agency partners.
• Consumer Packaged Goods (CPG), e-commerce, direct-to-consumer (DTC), subscription, or multi-brand portfolio experience strongly preferred.
• Demonstrated ability to influence stakeholders, manage competing priorities, and drive initiatives with a high degree of autonomy.

What Will Be Your Key Responsibilities?

Brand Website & CRM Management

• Serve as the primary Digital Consumer Experience partner for assigned brands, leading day-to-day website optimization, CRM execution, and personalization initiatives.
• Manage website content updates, landing page creation, user experience enhancements, and conversion optimization efforts aligned with brand objectives.
• Execute and optimize email campaigns, SMS communications, newsletters, and automated customer journeys through Salesforce Marketing Cloud.
• Partner with audience and data teams to activate customer segments and deliver personalized experiences across owned digital channels.

Experimentation & Customer Journey Optimization

• Lead ongoing experimentation and conversion rate optimization (CRO) initiatives across websites, CRM programs, loyalty experiences, and registration journeys.
• Design, execute, and analyze A/B and multivariate tests to improve engagement, conversion, retention, and business performance.
• Identify customer journey friction points and implement optimization strategies that improve acquisition, registration, loyalty, and purchase intent.
• Translate performance data, testing results, and consumer insights into actionable recommendations for brand teams and senior leadership.

Innovation, Process Excellence & Enablement

• Identify opportunities to simplify processes, improve execution efficiency, and introduce new capabilities that accelerate digital customer experience objectives.
• Develop, maintain, and scale playbooks, templates, governance models, and best practices that standardize campaign execution, experimentation, and personalization efforts.
• Support training, documentation, and enablement programs that strengthen adoption of optimization tools, processes, and ways of working across the organization.

Leadership & Cross-Functional Partnership

• Partner closely with brand marketing, analytics, digital product, IT, agency, and marketing operations teams to deliver best-in-class consumer experiences.
• Influence stakeholders through data-driven recommendations and support broader digital transformation and capability-building initiatives.
• Mentor Associate Managers, providing coaching, feedback, and development opportunities while fostering a culture of continuous improvement and consumer-centric thinking.

What can you expect from Mars?

• Work with diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we're striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.
  

#TBdigital