Retail Program Manager (Omnichannel)

Meta•Los Angeles, CA

About The Position

Creative X is a global agency that drives the creative vision for our brands and how they are perceived in the world. We develop the vision for next-generation creative advertising, consumer brand content and experiences for Meta, Facebook, Instagram, WhatsApp and our hardware products. Our vision is fearless creativity that shapes the future of connection. With some of the industry’s best talent on our team, we create beautiful work that has a purpose. And with an audience of almost five billion across some of the world’s biggest brands, we create brave ideas that demonstrate the full creative potential of our platforms, including industry leading, envy-inducing creative experiences that push the boundaries of traditional advertising. Meta’s Retail CX team delivers industry-leading customer experiences across all retail touchpoints, including first-party (1P), second-party (2P), and third-party (3P) channels. The CX Program Manager, Retail will lead and scale creative and operational programs that improve the omnichannel retail customer experience. This role is highly cross-functional, partnering with channel leads, marketers, creative teams, and agencies to deliver clear strategy, demonstrated experience in creative execution, and scalable workflows that enable business growth while protecting brand integrity.

Requirements

8+ years of relevant, client-facing experience in a creative agency, production studio, and/or in-house creative/marketing organization, with focus on Retail and/or omnichannel experiences
Experience working autonomously in a fast-paced, ambiguous environment
Proven experience in distilling complex inputs into clear plans, manage organizational change, and drive stakeholder alignment
Experience setting priorities, problem-solving, multitasking, and negotiating trade-offs across competing business needs
Experience supporting and/or producing integrated creative across major channels (e.g., campaign and always-on programs)
Familiarity with the creative lifecycle including planning, development, production, post/finishing, localization, and delivery/trafficking

Nice To Haves

Experience with additional channels such as print, out-of-home and experiential
Experience evaluating or piloting emerging technologies and platforms (e.g., AI-enabled workflows, AR/VR/MR, gaming, Web3) in service of creative operations or customer experience outcomes
Experience working in a large, global technology company and navigating complex organizations

Responsibilities

Build and maintain effective partnerships with Sales Integrated Marketers, International Marketers, Channel Leads, Product Marketing Managers, internal creative teams, and external agencies
Serve as the Retail marketing and creative operations subject matter expert, consulting with Program Managers and Producers across the organization
Partner with Creative Leads to support day-to-day initiative and project execution, ensuring clarity on scope, deliverables, timelines, and ownership
Orchestrate how creative initiatives align to the broader portfolio by evaluating objectives, impact, risks, and resourcing
Translate ambiguous requests into actionable plans
prioritize competing needs and drive decisions across multiple stakeholders
Build, optimize, and standardize tools, systems, and workflows that improve creative production efficiency and quality
Coordinate cross-functional teams to ensure effective communication, escalation management, and on-time delivery for marketing launches and retail programs
In partnership with Channel Leads and Creatives, lead development of always-on programs outside of campaign frameworks (with emphasis on 3P Retail)
Manage agency relationships for large-scale creative programs, in partnership with Creative and Physical Merchandising partners
Own intake and end-to-end workflow management for inbound/outbound projects, including budgets, approvals, procurement/sourcing requirements, and vendor engagement
Ensure deliverables meet Meta brand standards by partnering with Design, Legal, and Product stakeholders
proactively remove blockers and drive progress to results