Senior Marketing Manager, Digital Customer Experience
CurrentResponsible for the strategic direction of COBS Bread’s customer experience across all digital platforms to drive brand awareness, growth, customer retention and ROI for the business. Owning digital product development, e-commerce, loyalty program, customer support, performance marketing and paid digital media.E-Commerce Strategy: redevelop COBS Bread e-commerce platform, enhancing online ordering and third-party partnerships. Develop targeted digital messaging for audience engagement and conversion.Website & Mobile App Strategy: Oversee SEO strategies, collaborate on content creation, and integrate loyalty programs. Monitor web and app performance, adapting to industry trends.CRM Strategy: Establish CRM best practices, develop digital communication strategies for customer engagement, and manage customer lifecycle.Loyalty Program (COBS Club): guide the strategic development and implementation of the COBS Club loyalty program, aiming to enhance customer engagement and retention through personalized rewards and data-driven insights. Collaborate with digital product teams and IT to ensure seamless integration across all platforms, and continuously optimize the program based on customer feedback and performance metrics to drive ROI and value for our Franchisees.