Senior Manager, Marketing Operations - Hybrid AZ

Best Western Hotels & Resorts • Phoenix, AZ

5d • Hybrid

About The Position

At BWH® Hotels, we don't just offer employment opportunities, we create opportunities to be part of something extraordinary. As a global leader in hospitality for nearly 80 years, our vision is to inspire travel through unique experiences. Joining our corporate team means becoming part of a dynamic and inclusive community that values innovation, collaboration, and making a meaningful impact in the travel industry. Headquartered in Phoenix, Arizona, BWH Hotels boasts a powerful portfolio of 18 brands, including WorldHotels™, Best Western® Hotels & Resorts, and SureStay Hotels®, with approximately 4,300 hotels in over 100 countries. We take pride in our top-ranking employee engagement scores and foster a workplace culture where your contributions truly matter. Join us and be part of a team that's shaping the future of hospitality! We're looking for a strategic and technically proficient leader to drive the development and optimization of modern marketing operations capabilities. This effort is part of a large-scale transformation including a renewed commitment to operational excellence that will accelerate campaign speed-to-market, improve personalization ROI, and enhance customer engagement. This role will lead adoption of Adobe Experience Cloud tools (AEM as a Cloud Service Assets(AEMaaCS), Workfront, Real-Time CDP(RTCDP), Journey Optimizer(AJO), Customer Journey Analytics(CJA)) to enable scalable workflows, personalization, and content velocity strategies leveraging AI and automation. The Senior Manager will collaborate with internal data analysts and external creative and media agencies to deliver integrated marketing solutions that enhance customer engagement and operational efficiency.

Requirements

• Approximately 5+ years in Marketing Operations leadership roles, with proven experience integrating Adobe Experience Cloud and other marketing platforms.
• Bachelor's Degree in Marketing, Business Administration, Communications, or related field; or equivalent combination of education and experience.
• Deep expertise in Adobe Experience Cloud (AEM Assets, Workfront, RT-CDP, AJO, CJA - Certifications are a plus
• Proven administration/configuration experience: Building complex Workfront workflows, proofing, routing, approvals; AEM Assets templates, custom workflows, rendition and tagging automation; Integrated translation automation workflows.
• Experience integrating Adobe with other solutions/platforms (Salesforce, CDPs, DAMs, CMSs).
• Strong process design, workflow orchestration, and governance skills.
• Familiarity with privacy regulations, accessibility standards, and compliance frameworks.
• Ability to manage projects and collaborate across teams, including internal data analysts and external creative/media agencies.
• Excellent communication and organizational skills, paired with strong stakeholder management ability
• Understanding of hospitality industry dynamics and personalization strategies.
• This is a hybrid position, requiring an onsite presence approximately three (3) days per week at our Headquarters location (6201 N 24th Parkway | Phoenix | AZ | 85016).
• Willingness to travel up to 10% of the time.
• This position is not eligible for immigration sponsorship.

Responsibilities

• Serve as the operational bridge between Marketing, Martech Platform team, eCommerce, Web & Mobile Product teams, Legal, internal data teams, and external creative and media agencies.
• Partner closely with Technology Management Office (TMO) to leverage existing Adobe and enterprise platforms to create workflow and content efficiencies.
• Engage with international partners to ensure brand consistency and alignment on operational processes for content creation
• Design and enforce end-to-end workflows for content planning, production, QA, approvals, trafficking, and personalization delivery.
• Configure advanced Adobe Workfront workflows and own AEM Assets configuration including metadata schemas, taxonomies, permissions, and rights management.
• Implement translation automation and modular content practices (experience fragments, design systems, AI-assisted content).
• Operationalize audience coordination and consent-based data usage in Adobe Real-Time CDP; launch and scale journey based orchestrations in Journey Optimizer.
• Standardize campaign intake, asset readiness, trafficking checklists, and QA; streamline handoffs to agencies/ad ops.
• Collaborate with internal technology teams creating dashboards in Adobe Customer Journey Analytics and Content Analytics; collaborate with internal data analysts to translate insights into process enhancements and content investment strategies.
• Ensure alignment with privacy (GDPR/CCPA), accessibility (ADA/WCAG), brand safety, and localization policies; maintain audit trails in Workfront and AEM.
• Act as a player/coach; create SOPs, playbooks, and training materials; mentor team members and build learning paths for Adobe and Workfront certifications.

Benefits

• Medical/Dental/Vision available day one
• Vacation/Sick- accruals start day one
• Paid company holidays and personal holidays to celebrate what's important to you
• 401K - company contribution and match (U.S.)
• Registered Retirement Savings Plan (RRSP) - company contribution and match (Canada)
• Employee discounts/hotel discounts
• Free financial and health wellness programs
• Tuition Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees