Overview
The Manager, Customer & Martech Enablement plays a key role in advancing customer engagement capabilities and enabling scalable, customer-centric experiences across CRM and marketing technology initiatives. This role partners cross-functionally across Marketing, Product, Engineering, and Analytics to optimize customer platforms, improve operational processes, and support enterprise marketing strategies through data-driven solutions. The ideal candidate brings strong technical fluency, strategic thinking, and the ability to translate business needs into scalable Martech capabilities.

Responsibilities

• Serve as the business owner and subject matter expert for customer and marketing technology platforms, including customer data and audience management systems
• Partner cross-functionally with Marketing, Product, Engineering, and Analytics teams to support customer engagement initiatives and platform enhancements
• Help define and prioritize Martech roadmap initiatives, use cases, requirements, and capability improvements
• Gather stakeholder feedback and align teams around priorities, KPIs, and business objectives
• Translate customer experience goals and business requirements into functional specifications for technical teams
• Provide subject matter expertise on marketing technology capabilities, integrations, and platform enhancements
• Develop reporting and analysis that delivers actionable insights to support program performance and optimization
• Support personalization, segmentation, audience targeting, and customer data strategy initiatives
• Consult on campaign execution strategy, including targeting, customer journeys, and personalization approaches
• Identify opportunities to leverage automation and AI-driven capabilities to improve operational efficiency and customer engagement
• Manage day-to-day Martech operations, integrations, testing, issue resolution, and platform best practices
• Support additional cross-functional initiatives as needed

Qualifications

Required

• Bachelor’s degree in Marketing, Product Management, Data Analytics, or related field
• 5+ years of experience in CRM, loyalty, marketing technology, owned media, or customer engagement within a DTC or retail environment
• Strong understanding of omnichannel retail and customer lifecycle management
• Experience working cross-functionally across Marketing, Product, Technology, and Analytics teams
• Strong project management, prioritization, and problem-solving skills
• Ability to quickly learn new technologies and drive stakeholder adoption and change management
• Strong communication and relationship-building skills within matrixed organizations
• Proficiency in Microsoft Office tools

Preferred

• Experience supporting customer data platforms (CDP), audience management, or personalization tools
• Familiarity with AI-enabled marketing workflows, automation, or customer journey orchestration platforms
• Experience supporting enterprise CRM or Martech transformation initiatives