Studio+ Marketing & Customer Experience Manager - NY, Chicago, Los Angeles

Location:

Chicago, Los Angeles, New York

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We are seeking a seasoned Marketing Manager to lead customer transformation programs from vision to execution for our clients. This role focuses on shaping strategy, designing future‑state experiences, and leading cross‑functional teams across multiple channels to deliver measurable business outcomes for clients. The ideal candidate is equally adept at setting clear transformation strategy and roadmap and rolling up their sleeves to mentor teams and guide delivery.

The ideal candidate brings a strong foundation in customer transformation, digital delivery, and consulting leadership, with an understanding of how emerging capabilities—including data, automation, and AI—are beginning to reshape customer and marketing operations. You do not need to be an AI specialist, but you should be informed, curious, and able to incorporate evolving capabilities into modern customer programs. This candidate will help grow our marketing practice while ensuring high-quality, scalable execution that improves speed, consistency, and measurable business outcomes.

• Marketing Transformation Leadership:
  Define and drive the transformation vision and roadmap across marketing strategy, operating model, and execution for a major client.
• Team Leadership:
  Lead, inspire, and mentor a blended global team of strategists, martech/data specialists, journey and CRM practitioners, and marketing operations leaders in a distributed, AI‑enabled work environment.
• End-to-End Transformation Delivery:
  Oversee the design and implementation of scalable marketing ways of working—including planning, workflow, governance, and AI‑enabled content and campaign operations across digital and customer communications.
• Client Partnership:
  Act as a trusted partner to client marketing, digital, and customer experience leaders—aligning stakeholders, driving decisions, and ensuring measurable outcomes.
• Practice Growth:
  Play a key role in building our marketing transformation capability, shaping team culture, attracting talent, and developing new offerings.
• Innovation & Enablement:
  Apply AI‑driven marketing tools and approaches to accelerate speed‑to‑market, personalization, experimentation, and performance management—while building internal client capabilities.
• Measurement & Quality:
  Establish KPI frameworks and value tracking to ensure delivery improves effectiveness and efficiency, and meets high standards for customer experience and brand consistency.

• Bachelor’s degree in marketing, Communications, Design, or related field; advanced degree a plus.
• 7+ years of experience in marketing or customer experience consulting roles
• Proven track record leading marketing strategy and execution programs and/or customer‑facing transformation initiatives from strategy through execution
• Expertise across marketing strategy, performance marketing, op model, martech, CRM, campaign development & activation across paid and owned channels
• Experience managing large global teams in distributed, hybrid, or offshore/onshore models
• Demonstrated ability to balance strategic oversight with hands‑on direction
• Excellent communication, storytelling, and problem‑solving skills. Strong client‑facing presence with the ability to influence senior stakeholders and translate complex requirements into compelling creative solutions.
• Passion for mentoring and developing marketing talent
• Curiosity and/or experience in AI‑driven marketing
• The ability and willingness to travel and work in excess of standard hours when necessary
• Access to reliable transportation to/from the EY office and client sites. A driver’s license is strongly recommended as ride share and public transportation options may not be available in all locations.

• Lead high‑impact customer transformation programs at the intersection of strategy, experience, and delivery
• Work closely with senior clients to shape how…