Senior Marketing Operations and Support Specialist

Pet Supplies Plus•Livonia, MI

About The Position

The Senior Marketing Operations and Support Specialist is a senior operational partner responsible for helping strengthen and scale the Marketing Operations function. The role supports accurate marketing execution, owns end-to-end coupon operations and related offer support, resolves assigned Store Support tickets and complex escalations, and provides reliable reporting and operational visibility to the Marketing Support and Operations Manager. The role works across Marketing and its cross-functional partners to clarify processes and ownership, improve handoffs, standardize and document critical work, and identify opportunities for greater efficiency and automation. Through strong judgment, structured problem-solving, and consistent follow-through, this position helps reduce manual effort, improve operational accuracy, and build sustainable processes that support Marketing, stores, and partner teams. The position also supports specialized operational work—including store lifecycle updates, Marketplace fulfillment, California Consumer Privacy Act (CCPA) and other applicable consumer privacy requests, fraud-review coordination, and store communications—and serves as a subject-matter expert for complex Store Support issues involving Marketing programs, coupons, customer records, orders, and supporting systems.

Requirements

Four or more years of relevant experience in marketing operations, marketing support, retail store support, business operations, or a comparable operational role; a bachelor’s degree in marketing, Business, Operations, Communications, or a related field may substitute for a portion of the experience requirement when combined with relevant professional, internship, or project experience.
Experience supporting retail coupon, promotion, or offer operations, including setup, testing, troubleshooting, quality control, or launch support.
Demonstrated ability to investigate issues across multiple systems, reconcile information, identify root causes, and coordinate resolution across teams.
Experience identifying process gaps, reducing manual work, and supporting workflow, reporting, system, automation, or operational improvements.
Experience creating and maintaining operational documentation, including standard operating procedures, process documentation, templates, training materials, or testing resources.
Strong analytical, organizational, communication, and follow-through skills, including proficiency with Microsoft Excel and the ability to manage multiple priorities while maintaining accuracy and attention to detail.

Nice To Haves

Franchise, multi-unit retail, or distributed store-operations experience.
Experience using Microsoft Dynamics 365 or comparable CRM, ticketing, order-management, fulfillment, reporting, or operational systems.
Experience gathering business requirements, conducting user acceptance testing, validating system changes, or supporting process automation initiatives.
Exposure to fraud reviews, chargebacks, refunds, loss-prevention processes, California Consumer Privacy Act (CCPA) or other consumer privacy requests, or related operational processes.
Familiarity with workflow automation or low-code tools, such as Microsoft Power Automate.

Responsibilities

Help define and document the scope, ownership, standards, and working model for Marketing Operations and Support as the function is rebuilt.
Translate manager direction into organized action plans and maintain visibility into owners, dependencies, milestones, risks, and follow-up.
Identify manual work, delays, unclear handoffs, ownership gaps, and system limitations and support practical workflow, automation, reporting, training, and documentation improvements.
Gather, document, and validate business requirements for process, reporting, system, and automation improvements and partner with technical teams to support testing, implementation, and adoption.
Build and maintain standard operating procedures, templates, intake requirements, onboarding materials, cross-training plans, and backup coverage for critical processes.
Support implementation of approved improvements and verify that updated practices are communicated, adopted, and sustained.
Partner across Marketing—including Marketing Technology, Creative, Email, SMS, Direct Mail, and campaign teams—and with Store Operations, Merchandising, stores, franchise partners, technology teams, and vendors to clarify ownership, improve handoffs, surface operational risks, and sustain agreed changes.
Support assigned campaign, promotion, signage, and store-activation work by confirming requirements and system setup and escalating gaps that could affect launch.
Partner with Store Operations on clear, accurate store communications and training materials for new or updated Marketing processes, programs, tools, and requirements.
Maintain current work-management records for assigned tasks, owners, due dates, status, dependencies, and completion details.
Own coupon operations end to end, including intake, requirements validation, creation, setup, approvals, testing, launch coordination, maintenance, troubleshooting, and retirement.
Maintain the coupon and promotions calendar and authoritative offer documentation, including codes, eligibility rules, channel restrictions, effective dates, and approvals.
Standardize and improve the coupon process by reducing manual work, strengthening controls and testing, increasing visibility, and supporting automation.
Support testing and validation of coupon, system, workflow, and process changes to ensure requirements are met and operational impacts are understood before implementation.
Resolve coupon defects and Store Support issues and partner with Marketing Technology, eCommerce, and operational teams on system limitations and recurring problems.
Maintain reliable reporting for coupon operations, Store Support volume, aging, resolution time, escalations, SLA attainment, recurring issues, and other operational work as applicable.
Provide the Marketing Support and Operations Manager with concise updates on workload, risks, blocked dependencies, decisions needed, trends, and recommended next steps.
Maintain visibility into operational priorities, risks, dependencies, and improvement initiatives to support informed decision-making and resource planning.
Use operational data to identify improvement opportunities, monitor outcomes, and inform efficiency and automation priorities.
Investigate and resolve assigned Marketing Store Support tickets and complex escalations within established response expectations, SLAs, procedures, controls, and approval requirements.
Research issues across Marketing programs, coupons, customer records, orders, point of sale, supporting systems, and loyalty or rewards matters routed for Marketing Support assistance.
Provide clear resolutions, maintain accurate ticket status and documentation, engage the correct partner teams, and escalate exceptions, material risks, priority conflicts, or issues outside the role’s authority.
Identify recurring themes, system defects, training needs, process gaps, and automation opportunities and report recommendations to the Marketing Support and Operations Manager.
Support suspected fraud reviews, approved refunds, and related account actions by researching activity, documenting findings, and coordinating with Loss Prevention or other appropriate owners.
Execute approved California Consumer Privacy Act (CCPA) and other applicable consumer privacy requests across required systems, coordinate dependencies, verify completion, and retain appropriate documentation in accordance with established procedures.
Support store openings, transitions, and closures by updating systems, tools, access, and reference records that use or provide store information.
Coordinate Marketplace fulfillment issues with stores, including locating, releasing, or canceling orders, escalating platform defects, and confirming resolution.