Lead, Customer Engagement

Ross Stores•Dublin, CA

8d•$96,700 - $146,050•Hybrid

About The Position

The Lead, Customer Engagement is responsible for driving the execution and operational coordination of customer engagement and credit marketing initiatives across channels. This role ensures the timely and accurate delivery of marketing programs by managing end-to-end workflows, coordinating cross-functional efforts, and supporting campaign development, execution, and performance tracking. The Lead serves as a key liaison between Marketing, Creative, Analytics, and external partners to align priorities, streamline processes, and maintain consistency across deliverables. Additionally, this role oversees the development, routing, and tracking of marketing assets, supports reporting and insights, and identifies opportunities to improve efficiency and effectiveness across programs. The position provides ongoing support to the Senior Manager, Customer Engagement, while taking ownership of key workstreams and contributing to broader team objectives and initiatives. The base salary range for this role is $96,700 – $146,050. The base salary range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.

Requirements

Bachelor’s degree, marketing background a plus
5-7 years of work experience in retail, advertising, or marketing
Strong computer skills, specifically Excel, Word, PowerPoint, and Acrobat
Experience handling multiple projects under tight deadlines
Strong time-management and problem-solving skills
Strong written and oral communication skills
Strong research skills
Job requires ability to work in an office environment, primarily on a computer.
Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc.
Consistent timeliness and regular attendance.
Vision requirements: Ability to see information in print and/or electronically.

Nice To Haves

marketing background a plus

Responsibilities

Lead the coordination and execution of customer engagement and credit marketing initiatives across channels, ensuring alignment with business objectives, timelines, and deliverables
Translate program strategies (i.e., offers, promotions) into clear, actionable creative briefs to support effective downstream execution
Partner with internal teams and external agencies to ensure seamless campaign development and execution
Oversee the development of creative briefs and manage end-to-end routing processes, including cross-functional and compliance approvals
Coordinate the trafficking and delivery of marketing assets to internal stakeholders and external partners
Ensure all creative deliverables are accurate, complete, and delivered on time
Serve as a primary point of contact for project coordination across stakeholders
Maintain and enhance internal tracking tools for customer engagement, media, and credit marketing initiatives
Support campaign performance monitoring by compiling, analyzing, and reporting on key metrics
Conduct pre-launch quality assurance and post-launch reviews to ensure accuracy and identify opportunities for optimization
Provide regular updates and reporting summaries to stakeholders and leadership
Manage and maintain marketing assets within digital asset management systems, ensuring proper organization and accessibility
Monitor asset usage rights and compliance requirements across vendors and partners
Ensure all materials meet internal brand standards and compliance guidelines prior to distribution
Monitor and analyze competitor activity related to customer engagement and credit marketing programs
Conduct research and synthesize insights to inform campaign strategies and continuous improvement efforts
Partner with Creative, Media, Analytics, Digital, and Operations teams to align priorities and drive execution
Coordinate timelines, deliverables, and communications across cross-functional teams
Identify process gaps and recommend improvements to enhance efficiency, scalability, and execution quality
Provide ongoing support to the Senior Manager, Customer Engagement, including ownership of key workstreams
Manage multiple priorities in a fast-paced environment while ensuring high-quality output
Perform other duties and special projects as assigned