Senior Owned Channels & Customer Marketing Specialist

Overview

About PHOENIX
PHOENIX Retail, LLC is a retail platform operating the Express and Bonobos brands worldwide.

About Express
Express is a multichannel apparel brand dedicated to a design philosophy rooted in modern, confident and effortless style whether dressing for work, everyday or special occasions. Since its launch in 1980, the brand has embraced a design philosophy rooted in modern, confident and effortless style. Express ensures you look and feel your best, wherever life takes you. The Company operates over 400 retail and outlet stores in the United States and Puerto Rico, the express.comonline

store and the Express mobile app.

About Bonobos
Our Bonobos menswear brand is known for being a style instigator and offering perfect-fit risks through our innovative retail model and personalized experience. Launched online in 2007 with its signature line of chinos, Bonobos now offers a variety of styles available to order online and to try on at any one of our 50 Guideshop locations and at  Our Guide shops are in-real-life stores that deliver one-on-one service and expert fit advice.

Don't think traditional retail, Bonobos is something you haven't seen before.

Columbus Corporate Headquarters

POSITION OVERVIEW

The Senior Owned Channels & Customer Marketing Specialist is responsible for the strategy, planning, execution, and optimization of email and mobile marketing programs, including email, SMS and app push, and store marketing initiatives. This role plays a critical part in furthering our brand, customer, and business goals by delivering compelling, customer-first communications that drive engagement, traffic, conversion, trips, spend, retention, and revenue.

This individual owns messaging strategy, audience segmentation, contact cadence, and campaign orchestration across all owned channels to support Ecommerce and Stores performance. They are accountable for establishing, tracking, and achieving key KPIs, including customer-level goals, last-touch attribution, channel-level file growth and store marketing initiative performance.

They will partner closely with Marketing, Store Operations, Creative, Merchandising, Digital, Loyalty/CRM, Analytics and external partners to bring campaigns to life while continuously improving performance through a robust test-and-learn agenda.

KEY RESPONSIBILITIES

• Lead end-to-end planning and execution of email, SMS, and app push campaigns, ensuring alignment with brand positioning, customer strategy, product priorities, promotional moments, and business goals.
• Develop owned channel and store strategies that support retention, reactivation, loyalty engagement and omni-channel growth.
• Lead store marketing initiatives that drive traffic, conversion and omni-channel customer engagement. Strategies include store event support, CRM offer planning, omni-channel customer communication and collaboration with corporate retail partners to maximize regional and local mall and store opportunities.
• Establish, monitor, and optimize performance against set business plans and key KPIs including last-touch performance metrics, campaign-level engagement, and customer-level behavior.
• Understand and interpret performance metrics in order to translate and clearly communicate performance insights to leadership.
• Partner with cross-functional teams to define messaging strategy, audience selection, segmentation, personalization, and campaign timing across the marketing calendar.
• Own and manage the owned channels calendar with a thoughtful approach to contact frequency, customer experience, business priorities, and long-term brand equity.
• Strategize, build, maintain and optimize customer-lifecycle moments through journey/trigger campaigns and transactional messages.
• Ensure best-in-class execution across all touchpoints, including content accuracy, offer accuracy, links, personalization, targeting, QA, deployment, and overall customer experience.
• Develop and execute a test-and-learn roadmap across subject lines, creative, messaging, timing, frequency, segmentation, personalization, offers, and channel mix.
• Build and review weekly reporting for performance monitoring and partner with Analytics and CRM teams to review performance, identify insights, and translate learnings into actionable recommendations.
• Support key initiatives including loyalty programs, lifecycle journeys, direct mail, brand campaigns, store openings/closings, events, product launches, live streams, and other customer-facing moments.
• Lead day-to-day communication and execution logistics with external partners, platform vendors and Store Operations.
• Identify opportunities to improve workflows, automation, personalization, reporting, and channel performance.
• Stay current on owned channel best practices, customer communication trends, platform capabilities, and retail/eCommerce innovation.

REQUIRED EXPERIENCE & QUALIFICATIONS

• 5–7+ years of experience in digital marketing, CRM, lifecycle marketing, owned channels, or email/mobile…