Job Purpose
At Panera, we believe that good food can bring out the best in all of us, food served in a warm, welcoming environment by people who care, through a frictionless customer experience.
Panera Bread is seeking a Manager, Omni Channel Orchestration to shape how we connect with customers across our owned digital channels (email, mobile push, SMS). This role will lead the planning, development, and optimization of customer communications that drive awareness, engagement, frequency, and profitable growth across the Panera business lines. This individual will serve as the central point of coordination between Panera business owners and digital communications execution team to ensure all customer communications are timely, relevant, personalized, and aligned with business objectives. This role requires a strategic thinker who can translate business goals into customer-centric communication plans while also managing the day-to-day execution of campaigns.
The ideal candidate is an exceptional communicator, detail-oriented project manager, adept at multi-tasking, and collaborative partner who thrives in a fast-paced environment and uses customer insights and performance data to continuously improve communication effectiveness. Additionally, the ideal candidate has working knowledge of digital marketing and campaign management technology and related tools (Braze, Adobe Analytics, PowerBI, or similar tools.)
Location: Newton, MA moving to Weston, MA July 2027
Duties & Responsibilities
The primary responsibilities of this job include, but are not limited to:
- Develop and execute omni channel digital communications strategies that support key business objectives, including customer acquisition, engagement, loyalty, retention, and sales growth.
- Lead planning and management of customer-facing communications calendar across email, SMS, and mobile push.
- Serve as the central point of coordination between Panera business owners and digital communications execution team to ensure all customer communications are timely, relevant, personalized, and aligned with business objectives.
- Partner cross-functionally with Menu, Loyalty, CRM, Catering, Gift Card, and Brand Marketing teams to develop cohesive digital communication plans.
- Manage the end-to-end communications process, including intake, briefing, content development, legal approvals, optimization, and performance reporting.
- Provide strategic direction and feedback throughout the creative development process to ensure all communications reflect key campaign goals.
- Analyze communication and campaign performance, translating insights into actionable recommendations and future strategies.
- Serve as a subject matter expert on digital communication best practices, emerging trends, customer engagement strategies, and channel innovations.
- Build strong relationships with stakeholders across the organization and effectively communicate plans, priorities, and results.
- Manage/support of special projects as needed including areas of process improvement, creative refresh projects, launch of other digital communications channels.
Qualifications (Education & Experience)
Qualifications include:
- Bachelor's degree in marketing, communications, business or equivalent
- 5+ years of digital or email marketing with a focus on creative development
- Experience managing creative development and directing agencies or internal teams
- Comfortable with translating reporting into recommendations
- Extremely process driven and results driven – this role will define and communicate clear deadlines and schedules for campaign processes
- Proactive, self-motivated and ability to work in a fast-paced, deadline driven environment and manage multiple projects
- Effective time management skills: ability to prioritize, delegate and meet deadlines
- Strong ability to create, build and leverage relationships and effectively interface with executive-level team members and at the same time have willingness to roll up the sleeves to solve problems
- Excellent team player, who can take work direction from multiple individuals, learns quickly and is adaptable
- Knowledge of best practices in email and mobile design, delivery and customer engagement; understand CANSPAM and compliance in email and mobile opt in best practices in mobile
- Exceptional verbal and written communication skills and analytical skills
- Experience creating journeys and campaigns in Braze a plus
Working Conditions
- Hybrid work environment in Newton, MA
- Required travel – minimal for team meetings or industry conferences on an ad hoc basis
Physical Requirements
- While performing this job, it is regularly required to stand, sit, talk, hear & use hands and fingers to operate keyboards
Direct Reports
- There are no direct reports for this role.
Equal Opportunity Employer: Disabled/Veterans
Competitive Pay $104,942 - $125,930 annually
The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, job-related knowledge, skills, and geographical location. Individual compensation decisions are dependent upon the facts and circumstances of each position and candidate.
Newton Support CenterSkills Required
- Bachelor's degree in marketing, communications, business, or equivalent
- 5+ years of digital or email marketing experience focused on creative development
- Experience managing creative development and directing agencies or internal teams
- Ability to translate reporting into actionable recommendations
- Strong process management, results orientation, and ability to define and communicate campaign deadlines and schedules
- Ability to prioritize, delegate, manage multiple projects, and meet deadlines in a fast-paced environment
- Strong relationship-building skills and ability to interface with executive-level stakeholders
- Excellent verbal, written communication, and analytical skills
- Knowledge of email and mobile design, delivery, customer engagement, CAN-SPAM, and mobile opt-in best practices
- Experience creating journeys and campaigns in Braze
What We Do
Panera began in 1987 as St. Louis Bread Company, a humble community bakery founded with a sourdough starter from San Francisco and a dream of putting a loaf of bread in every arm. While our business has expanded well beyond St. Louis since then, that same sourdough starter is still used in our iconic sourdough bread and the craft of baking bread fresh each day remains at the heart of Panera Bread. Each day, our trained bakers fill our bakery shelves with delicious freshly baked cookies, pastries, bagels, and a range of breads from focaccia to classic baguettes. We believe in serving delicious, freshly prepared, clean food made with carefully selected ingredients that we are proud to serve our own families. Our menu, crafted by chefs and bakers, features classic, comforting dishes, each with an intriguing twist. We respect our planet and take measures to lessen our impacts. We believe in treating people with warmth, kindness, and respect, whether it’s a guest in our cafe or one of our associates. And we believe in helping our local communities, especially in times of need. We’re also focused on improving quality and convenience. With investments in technology and operations, we offer omni-channel access to your Panera favorites – like mobile ordering, catering, and Rapid Pick-Up® for to-go orders, Curbside pick-up and delivery – all designed to make things easier for our guests. Today, Panera operates as both Panera Bread® or Saint Louis Bread Co St. Louis Bread Company in 48 states, the District of Columbia and Canada. Panera Bread is privately held by JAB Holding Company. Panera Bread is part of Panera Brands, one of the largest fast-casual restaurant platforms in the U.S., comprised of Panera Bread®, Caribou Coffee® and Einstein Bros.® Bagels.
