Sr. Manager, Martech and CX Strategy

Sr. Manager, Martech and CX Strategy

We are currently looking for a Full Time Sr. Manager, Martech and CX Strategy to join our Martech and CX Strategy Section team located at the Jim Thorpe Building working 8:00AM-5:00PM - Mo Tu We Th Fr.

The Sr. Manager, Martech and CX Strategy is responsible for defining and advancing CNDC's customer experience (CX) and marketing technology (Martech) strategy. This role connects customer journeys, marketing technologies, and measurement frameworks to drive seamless, data-informed experiences and measurable business outcomes. The position also champions CX best practices across the organization, influences key customer touchpoints, and helps embed customer-centric thinking into broader business and digital strategy initiatives.

Essential Job Functions

• Lead the development of end-to-end customer journey frameworks across key touchpoints (digital, physical, owned, and paid channels).
• Map, analyze, and optimize customer journeys and funnels to improve engagement, conversion, and retention.
• Identify gaps and opportunities across the customer experience and recommend strategic improvements.
• Partner with internal teams to align CX strategy with brand, media, and business priorities.
• Define and manage the Martech ecosystem strategy, ensuring tools and platforms support business and CX objectives.
• Evaluate current technologies, identify gaps, and recommend solutions to improve capabilities and efficiency.
• Lead the development of a Martech roadmap, prioritizing integrations, enhancements, and new capabilities.
• Partner with IT and vendor teams to ensure successful implementation and adoption of Martech solutions.
• Drive alignment between platforms (CRM, automation, analytics, web/app, etc.) to enable connected experiences.
• Implement continuous improvement processes to enhance customer products and deliver exceptional customer experiences.
• Serve as a strategic bridge between marketing, digital, CX, IT, and analytics teams to ensure a unified approach to customer experience initiatives.
• Align Martech and CX initiatives with enterprise priorities and business goals.
• Support audience segmentation, personalization, and targeting strategies.
• Influence stakeholders and drive adoption of new processes, tools, and frameworks.
• Develop scalable processes, frameworks, and best practices for CX and Martech initiatives.
• Improve workflows across teams to enhance efficiency, collaboration, and consistency.
• Support governance of tools, data, and processes to ensure long-term sustainability.
• Provide guidance and thought leadership to internal teams on CX and Martech best practices.
• Oversight (and hands-on maintenance as directed) of websites, apps, email marketing, SMS, SEO, CRM systems, marketing automation tools, analytics and systems/toolsets integrated with digital marketing initiatives.
• Maintain thorough/shared records of CNDC-owned domains, relevant credentials for all CNDC websites/social channels, internal & external tools/systems used by CNDC Brand, etc.
• Serve as point of contact with key vendors and internal clients, collaborating on Martech and CX initiatives.
• Support contract discussions, performance evaluation, and ongoing optimization of vendor relationships.
• Prepare annual department budget detail and provide periodic financial reports related to digital efforts and vendors.
• Streamline billing processes between digital vendors and CNDC businesses.
• Stay current on emerging martech tools, CX trends, regulatory issues, SEO/ SEM, email, SMS, social media, digital media, etc.
• Foster a culture of innovation by encouraging cross-functional teams to explore new ideas, technologies and methodologies.
• Identify opportunities to test and implement new marketing technologies and approaches.
• Continuously refine strategies, tools, and processes to improve performance and scalability.
• Establish and standardize measurement frameworks (e.g., MMM, ROI, attribution, funnel metrics) across marketing efforts.
• Define KPIs and success metrics aligned to business objectives and customer lifecycle stages.
• Ensure consistent tracking, reporting, and data integrity across platforms and campaigns.
• Translate performance data into actionable insights and strategic recommendations.
• Partner with media, digital, and analytics teams to connect performance across channels.
• Perform all other duties as assigned.