Manager, Omni-Channel Orchestration

Panera Bread•Newton, MA

1d•$104,942 - $125,930•Hybrid

About The Position

Panera Bread is seeking a Manager, Omni-Channel Orchestration to shape customer communications across owned digital channels, including email, mobile push, and SMS. The role leads the planning, development, and optimization of communications that build awareness, engagement, frequency, and profitable growth across Panera business lines. It coordinates Panera business owners with the digital communications execution team to ensure communications are timely, relevant, personalized, and aligned with business objectives. The position combines strategic planning with day-to-day campaign execution. The manager translates business goals into customer-centric communication plans and uses customer insights and performance data to improve effectiveness. The role partners with cross-functional teams, guides creative development, manages campaign processes, and provides expertise on digital communication practices and channel innovations. The role has no direct reports. The position is based in a hybrid work environment in Newton, Massachusetts, which is moving to Weston, Massachusetts in July 2027. Minimal travel may be required on an ad hoc basis for team meetings or industry conferences.

Requirements

Bachelor's degree in marketing, communications, business, or equivalent.
At least 5 years of digital or email marketing experience, with a focus on creative development.
Experience managing creative development and directing agencies or internal teams.
Ability to translate reporting into recommendations.
Process- and results-driven approach, including defining and communicating clear campaign-process deadlines and schedules.
Proactive, self-motivated approach and ability to work in a fast-paced, deadline-driven environment while managing multiple projects.
Effective time management, prioritization, delegation, and deadline-management skills.
Ability to build and leverage relationships, interface effectively with executive-level team members, and work hands-on to solve problems.
Excellent teamwork, ability to take direction from multiple individuals, quick learning, and adaptability.
Knowledge of email and mobile design, delivery, and customer engagement best practices, including CAN-SPAM and email compliance and mobile opt-in best practices.
Exceptional verbal and written communication skills and analytical skills.

Nice To Haves

Experience creating journeys and campaigns in Braze.
Working knowledge of digital marketing and campaign management technology and related tools such as Braze, Adobe Analytics, PowerBI, or similar tools.

Responsibilities

Develop and execute omni-channel digital communications strategies supporting customer acquisition, engagement, loyalty, retention, and sales growth.
Lead planning and management of the customer-facing communications calendar across email, SMS, and mobile push.
Coordinate Panera business owners and the digital communications execution team to ensure communications are timely, relevant, personalized, and aligned with business objectives.
Partner with Menu, Loyalty, CRM, Catering, Gift Card, and Brand Marketing teams to develop cohesive digital communication plans.
Manage the end-to-end communications process, including intake, briefing, content development, legal approvals, optimization, and performance reporting.
Provide strategic direction and feedback during creative development to ensure communications reflect campaign goals.
Analyze communication and campaign performance and translate insights into actionable recommendations and future strategies.
Serve as a subject matter expert on digital communication best practices, emerging trends, customer engagement strategies, and channel innovations.
Build stakeholder relationships and communicate plans, priorities, and results across the organization.
Manage or support special projects, including process improvements, creative refresh projects, and launches of other digital communication channels.