Manager – Customer Marketing

Your Impact

The Manager of Customer Marketing, reporting to the Director of Customer Marketing, will work with Customer Marketing Leadership to help deliver Lowe's omni-channel customer engagement and retention strategies for the Homeowner and Pro customer segments (and respective subsegments) to build incrementality to our base business.

This role will be responsible for leading the day-to day efforts of the "agile PODs" that work to drive sales and margin goals for known customers and opt-ins for unknown customers. The role will leverage customer data, business insights, brand, business priorities, sales and margin goals to operationalize omni-channel journeys including but not limited to owned channels like email/app/SMS, dotcom, in-store/POS and to paid channels in partnership with the media team.

This role requires someone who can lead advanced analytics efforts within the "agile POD" to deliver business performance goals through an interactive and rapid test/learn/scale mindset. This role will identify and execute the day-to-day customer segment growth opportunities and develop subject matter expertise to help define acquisition and retention strategies, channels of engagement and personalization levers.

What you will do

• Execute the day-to-day within cross functional continuous marketing PODs focused on Homeowner and Pro customers to drive incremental sales and margin for customer subsegments using omni-channel journeys

• Collaborate with VP and Sr Director/Director to develop segment strategy and plan that will drive higher engagement – leading the development of briefs and serving as the integrator across marketing and broader organization

• Lead direct and indirect team members who work closely with cross functional partners, business owners, and other key stakeholders to develop effective segment specific marketing campaigns that meet critical KPIs

• Works across data platforms to identify trends and monitor changes within specific customer segments (key cohorts, customer profiles)

• Work directly with partnership functions through the POD and/or Brand Marketing relationships to connect with business intelligence, data analytics, data science, IT, finance, supply chain, store ops, merchandising and Pro Services to identify critical service areas across the omni-channel journey that may have unmet needs and require solutions to create a true end-to-end customer journey

• Measure and report KPIs, with ongoing efforts to continuously analyze data, identify trends, and identify continuous improvement opportunities to better drive our initiatives through automation, triggers, recommendation engines, AI/Models, etc.

• Identify what is possible with existing data, but also identify future needs to best deliver on personalization and new growth strategies via the Lowe’s Media Network

• Informs stakeholders of communications plans and tactical campaign plans utilizing customer journey insights to support plan messaging

• Drives leadership stakeholders to make decisions by presenting customer marketing research aligned to the overall roadmap on regular cadence.

• Be the customer champion and effectively communicate customer segment strategy outside of own functional area to gain alignment

• Communicates the POD perspective inclusive of POD needs and goals to all business stakeholders

• Experience managing and working within cross-functional teams

Required Qualification

• Bachelor's Degree Marketing, Digital, E-Commerce, etc.

• 5-7 Years Data-driven Marketing Experience

• 3-5 Years Experience and Knowledge of Customer Marketing including Loyalty Marketing and Personalized Engagement Marketing

• 1-3 Years Leadership Experience

Preferred Skills

• 1-2 Years Experience in a large retail environment or ecommerce company that serves Fortune 500 companies

• 1-2 Years Experience Salesforce Marketing Cloud + Data Cloud or similar enterprise-level CRM/CDP/automation platform, Adobe Analytics or similar, and project Management platforms

About Lowe's

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com.

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.