Job Title: Marketing Technology & Customer Experience Manager
Position Overview
The Marketing Technology & Customer Experience Manager is responsible for overseeing and managing the organization's marketing technology infrastructure across all business units. This individual will act as the primary contact for all technical components of marketing operations, including websites, digital profiles, online accounts, and integrations with systems such as customer relationship management (CRM), call center software, and telephony platforms.
This role leads the marketing technology team, with a focus on innovation, automation, and enhancing the customer journey through technological solutions. Responsibilities also include oversight of tracking, tag management, and system integrations aimed at process efficiency and improved performance.
Key Responsibilities
Marketing Technology Infrastructure Management
- Act as the main liaison with external web development partners to ensure site functionality, security, and alignment with strategic goals.
- Oversee the digital presence, including user experience, landing pages, and website integrations.
- Manage and optimize phone routing systems to ensure accurate customer contact flows and campaign effectiveness.
System Integrations & Automation
- Lead the integration of key platforms (e.g., CRM, CMS, call center, email marketing) for consistent and seamless user experiences.
- Streamline and automate marketing processes to improve operational efficiency.
- Develop automation strategies to enhance customer engagement and multichannel performance.
Tracking, Tag Management & Analytics
- Manage tools such as Google Tag Manager and tracking pixels to gather actionable data and improve campaign results.
- Partner with analytics and demand generation teams to ensure accurate data capture and reporting.
- Conduct regular audits to ensure data integrity and compliance with privacy regulations.
Customer Experience & Multi-location Management
- Enhance the digital customer journey across various touchpoints, including websites, landing pages, and localized web assets.
- Implement strategies that support customer experience in multi-location or franchise environments.
- Collaborate with brand and customer experience teams to align touchpoints with broader strategies.
Technical Project Management & Documentation
- Lead technical projects from concept through execution, ensuring deadlines and quality standards are met.
- Document workflows, integrations, and systems to support ongoing management and future scalability.
- Maintain foundational understanding of web development, UI/UX, and cross-team collaboration best practices.
Digital Compliance & Governance
- Ensure full compliance with data privacy and accessibility regulations (e.g., TCPA, ADA, CAN-SPAM, CCPA).
- Audit webforms and landing pages for compliance, including opt-in language and consent tracking.
- Coordinate with legal teams to maintain current privacy disclosures and accessibility standards (WCAG 2.1 AA).
Marketing Technology Governance
- Establish and enforce standards for naming conventions, tagging, and UTM parameters to ensure consistent reporting.
- Oversee platform access controls and user permissions for digital tools (e.g., GTM, CMS platforms, analytics tools).
Platform Performance & Scalability
- Monitor and improve web performance metrics, such as load times, mobile optimization, and Core Web Vitals.
- Troubleshoot platform issues that impact performance, user experience, or lead generation.
Incident Management & Escalation
- Create and manage processes to detect and resolve technical issues, such as data flow disruptions or integration errors.
- Coordinate incident resolution with external vendors and internal stakeholders.
Leadership & Team Development
- Lead and develop a high-performing marketing technology team with a culture of collaboration and innovation.
- Partner with broader marketing functions to ensure technology supports department objectives.
- Explore and implement emerging tools and technologies to solve business challenges and improve customer experience.
Required Skills & Qualifications
- Experience managing marketing technology in multi-location or complex customer journey environments.
- Proficiency with tools such as Google Tag Manager, tracking pixels, analytics, and CRM/CMS integrations.
- Strong understanding of marketing system architectures and integration best practices.
- Knowledge of automation technologies and data-driven marketing strategies.
- Demonstrated ability to lead technical projects and document systems for scale.
- Experience managing external vendors and cross-functional internal teams.
- Strategic, innovative thinker with strong problem-solving abilities.
- Excellent leadership, collaboration, and communication skills.
- Bachelor's degree in Marketing, Information Technology, Business Administration, or related field (certifications in relevant technologies a plus).