Senior Manager Customer Excellence & Omnichannel

The Hershey Company • Lower Swatara Township, PA

3d • Remote

About The Position

The Senior Manager, Omnichannel Marketing, Customer Excellence & Operations aligns teams across Sales, Marketing, Strategy, and Supply Chain to strengthen omnichannel activation, customer strategy, and operational excellence. The role accelerates growth by simplifying complexity, improving processes, and elevating the customer experience.

Requirements

• 10–12 years in omnichannel marketing, customer strategy, commercial operations, or related fields.
• MBA preferred (or equivalent advanced business or marketing training).
• Leadership: Proven ability to lead, influence, and align teams across a matrixed organization.
• Strategy: Strong ability to synthesize insights and translate them into clear, actionable plans.
• Execution: Demonstrated operational rigor with experience driving disciplined, end‑to‑end execution.
• Project Management: Skilled in managing complex initiatives and coordinating diverse stakeholder groups.
• Communication: Exceptional ability to craft clear, compelling narratives for internal and external audiences.
• Collaboration: Strong relationship‑building skills with a track record of effective cross‑functional partnership.

Responsibilities

• Set the strategic direction for insight‑led omnichannel activation, turning customer / channel learnings into clear plans and mobilizing teams to execute with excellence.
• Elevate omnichannel capability across the organization, introducing best practices, frameworks, and tools that strengthen execution and accelerate customer‑centric growth.
• Manage and optimize the omnichannel marketing budget to maximize impact / ROI.
• Influence senior leaders and key customers, championing omnichannel strategy and shaping joint business plans.
• Develop long‑range customer and channel strategies grounded in robust quantitative metrics, market insights, and cross‑functional input to guide future investment and priorities.
• Build growth‑driving plans and executive‑ready materials for top‑to‑top customer meetings, elevating strategic alignment and accelerating joint business performance.
• Shape and govern operational communication across functions to align teams, clarify priorities, and drive consistent, enterprise‑level commercial execution.
• Advise on innovation viability, applying a cross‑functional, future‑focused lens to assess operational readiness, customer implications, and long‑term commercial potential while influencing go‑to‑market decisions.
• Strengthen and scale core operational processes, enabling teams to work more efficiently, anticipate risks earlier, and execute with greater consistency and discipline across customers and channels.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees