Customer Touchpoint Planning is a small yet mighty team that sits at the intersection of Whole Food’s marketing channels and programs. We are responsible for architecting go-to-market and destination plans that bring the full customer experience to life at any given time. Part of Marketing Operations, this team is highly cross-functional working with stakeholders ranging from program managers to channel leads to project managers. This role requires a broad, generalist’s understanding of marketing disciplines including channels, analytics, creative and ecommerce.

Roles & Responsibilities

Customer Touchpoint Planner is responsible for overseeing planning of the WFM channel mix with a customer-centric focus that is optimized for customer impact and ROI over a finite period of time. This requires strategy systems thinking to balance and prioritize seemingly conflicting priorities and the ability to effectively and iteratively negotiate across multiple business leaders to ensure the best customer experience and business result. Additional & responsibilities include:

• Drive Leadership alignment of monthly go-to-market plans 
• Oversee go-to-market planning and channel negotiations for brand/seasonal, evergreen, monthly and special projects
• Ensure strong integration between business and channel including messaging frameworks and success metrics alignment
• Articulate aligned measurement of success of monthly channel plans
• Identifies opportunities and actions tiger teams for quick optimizations based on learnings
• Drives high-level automation and tool capability conversations based on business needs
• Lead planning tool annual contract renewal/negotiations with a frugality focus
• Partners with cross-functional leaders to identify opportunities to improve our go-to-market planning process
• Responsible for leading the Customer Touchpoint Planning team along with delivering on team and individual SMART goals

Skills

• Champions the WFM customer experience
• Challenges the status quo
• Advocates for the success of our business needs
• Team player adept at working in a cross functional environment with a history of building consensus
• Ability to negotiate and confidently make recommendations with senior audiences
• Strategic thinker with experience creating comprehensive marketing plans
• Strong verbal and written communication skills
• Proven ability to juggle multiple projects while maintaining a clear sense of priorities
• Resourceful self-starter who is comfortable with ambiguity
• Proven track record of using 3rd party tools to plan, track & collaborate with others
• Background or experience working in retail marketing

Education & Experience:

• BA/BS degree and 8-10 years of relevant experience OR equivalent combination of education and relevant experience
• Experience within multiple marketing channels
• Proficiency within MS tools, including pivot tables within Excel, Word document formatting and PowerPoint animations