Sr. Platform Lead, Omnichannel Content

Chick-fil-A, Inc.•Atlanta, GA

3d•Hybrid

About The Position

The Senior Platform Lead, Content Strategy, Planning & Performance leads end-to-end planning, measurement, optimization, and governance of omnichannel content and campaigns across Chick-fil-A’s owned marketing ecosystem. As a key leader on the Customer Audiences & Owned Platforms team, the role connects business priorities, customer needs, marketing objectives, channel strategies, and performance insights into a unified content roadmap intended to drive engagement, frequency, loyalty, and business growth. The role serves as the central orchestrator of the omnichannel content lifecycle, overseeing campaign and content planning, prioritization, KPI development, testing strategies, performance reporting, and optimization recommendations. It also owns content strategy, planning, and performance for Chick-fil-A’s brand website, using emerging AI and SEO technology to help customers discover, engage with, and take action with the brand across digital touchpoints. The position ensures content and campaigns are coordinated across channels to deliver a connected, audience-first customer experience. It owns what is planned, how success is measured, what is learned, and how performance is improved, while retaining strategic ownership of web and SEO as growth channels. The role directs the day-to-day work and priorities of a contractor support team that includes a copywriter/content strategist, digital content publisher, and analyst.

Requirements

Experience in loyalty, CRM, lifecycle marketing, customer engagement programs, or a similar area.
Experience leading omnichannel content strategy and performance functions within a large, consumer-facing organization.
Familiarity with customer data platforms (CDPs), marketing technology ecosystems, and personalization capabilities.
Experience managing agency relationships and leading contractor or partner teams.
Knowledge of AI-enabled marketing, content discovery, and search optimization technologies.
Strong strategic planning and prioritization capabilities.
Exceptional stakeholder management, collaboration, and influence skills.
Strong analytical skills and the ability to translate insights into business actions.
At least 4 years of experience.
Bachelor’s degree or equivalent experience.

Nice To Haves

Proven success leading enterprise-scale content and campaign planning.
Expertise in marketing measurement, KPI development, and performance optimization.
Deep understanding of customer journeys, content strategy, and omnichannel marketing.
Experience leading testing, experimentation, and continuous optimization initiatives.
Strong executive presence.
Expertise in web strategy, digital experience, SEO, and organic search performance.
Experience establishing governance frameworks, operating models, and scalable marketing processes.
10 years of experience preferred.
Bachelor’s degree preferred.
Marketing degree with a specialization in digital content preferred.

Responsibilities

Lead annual, quarterly, and campaign planning across Chick-fil-A’s owned marketing ecosystem, translating business priorities, customer needs, and marketing objectives into an integrated omnichannel content and campaign roadmap.
Partner with Brand Experiences & Story (BEST), Customer Digital Experience (CDX), Customer Technology Solutions (CTS), Customer & Market Insights (CMI), and other stakeholders to identify, prioritize, and sequence content and campaign opportunities.
Establish governance and prioritization frameworks that connect business goals, customer needs, and channel capacity; align stakeholders around key moments, customer journeys, and business priorities; and identify initiative dependencies, risks, and opportunities.
Coordinate content and campaigns across channels to deliver a connected, audience-first customer experience while balancing competing demands.
Define, maintain, and govern KPI frameworks for content, campaigns, channels, and customer journeys, including meaningful success measures, benchmarks, and leading and lagging indicators.
Develop standardized scorecards, dashboards, and reporting frameworks that show marketing effectiveness and reflect both customer and business outcomes.
Create a consistent cross-channel measurement approach that enables enterprise-level performance visibility and proactive optimization.
Define testing roadmaps and experimentation strategies aligned with business priorities and customer needs; lead testing across audiences, content, offers, journeys, and channels.
Partner with analytics, audience, channel, and technology teams to execute and evaluate tests, document and share learnings, and scale successful approaches.
Translate performance data and customer insights into recommendations to improve relevance, targeting, personalization, content effectiveness, and customer experience.
Lead performance reporting and business reviews, including recurring reviews with executive and cross-functional stakeholders.
Partner with CMI to develop dashboards and reporting capabilities that provide visibility into content, campaign, and channel performance; analyze trends, opportunities, and performance drivers.
Deliver strategic recommendations to improve engagement, sales, frequency, loyalty, and customer experience, and provide thought leadership on emerging opportunities, risks, and performance trends.
Provide strategic leadership for Chick-fil-A’s web ecosystem, ensuring content and experiences support customer needs, business objectives, omnichannel marketing goals, and customer journeys.
Partner with CDX and CTS to identify and prioritize website enhancements, and establish and monitor web content performance measures including engagement, conversion, and discoverability.
Own SEO strategy across Chick-fil-A’s digital owned properties, direct agency and partner relationships responsible for search optimization, and establish SEO performance goals and reporting tied to discoverability, engagement, and business outcomes.
Partner with internal and support teams to improve site architecture, content structures, metadata, FAQs, and search visibility; monitor and respond to changing consumer search behaviors, search engine changes, and AI-driven search trends.
Identify opportunities to expand organic search reach, improve relevance, and connect customers to their next best action; integrate search strategies into broader content planning and marketing initiatives.
Establish content strategy, planning, performance processes, governance, and operating rhythms that support collaboration and effective decision-making.
Align strategic priorities with executional capacity and business goals; establish best practices for planning, measurement, optimization, and performance management; and promote customer-first, data-informed decisions.
Identify improvements to tools, capabilities, workflows, and ways of working that increase marketing effectiveness.
Direct the day-to-day work and priorities of a contractor support team, including a copywriter/content strategist, digital content publisher, and analyst.