POSITION SUMMARY:
The Marketing team at FedEx Office is looking for an innovative, entrepreneurial, individual to develop a strategy for customer programs designed to drive acquisition, retention, and engagement while instilling loyalty among our customers. The Customer Programs Manager will partner with teams, both internal and external, to understand the business needs of our customers and identify opportunities to build, launch, and maintain a program that will serve our priority target customers.
GENERAL DUTIES AND RESPONSIBILITIES:
(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)

• Set and lead strategic vision for organization's customer programs, defining and articulating new opportunities, and working closely with internal stakeholders to advocate and bring to life.
• Partner with Finance to develop a financial model to build P&L for customer programs that drive a continuous revenue stream to the business.
• Assess effectiveness / P&L impact in partnership with Marketing and Finance teams.
• Inspire advocacy and drive customer centricity
• Leverage market research on customer segmentations to help inform and identify customer programs strategy
• Identify marketing tactics, in coordination with Marketing team, that will drive incremental engagement with member customers across their lifecycle.
• Define customer analytics needs to understand program & customer performance that our data science team members can build and support ongoing tracking and recommendations.
• Monitor competitive and industry trends to serve as subject matter expert within the organization and program development.
• Develop opportunities to gain program member insights through the development of a customer advisory board.
• Build digital product roadmap related to customer programs and partner with eComm team to prioritize, test, and deploy new program features.
• All other duties as needed or required

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• Bachelor's Degree in marketing, business administration, related field, or equivalent experience
• Master's (MBA) degree a plus
• 5+ years of professional experience in Marketing, including 3-5 years building customer programs focused on driving retention and loyalty in customers.
• Experience researching customer opportunities to build programs that drive value to the business.
• Demonstrated experience launching new products/programs in high growth markets.
• Demonstrated experience with working with demand forecasting and advanced algorithms.
• Possess keen analytical and quantitative skills; ability to think critically and use data to derive insights and inform marketing and business plans
• Excellent verbal and written communication skills; comfortable presenting across all levels of the organization including to senior leadership
• For new hires, must meet all FedEx Office employment qualifications in force at time of hiring
• For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook

ESSENTIAL FUNCTIONS:

• Ability to travel as required in order to meet with customers, vendors, other team members, and/or other business necessities
• Ability, on a consistent basis, to maintain attention and concentration for extended periods of time
• Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors, and other team members
• Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members
• Ability, on a consistent basis, to perform work activities requiring cooperation and instruction
• Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure
• Ability, on a consistent basis, to work within the appropriate level of independence
• Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position

#LI-Hybrid
#Hybrid
Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science.

• Suggests areas for improvement in internal processes along with possible solutions.
• Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility.
• Applies Quality concepts presented at training during daily activities.
• Supports FedEx Office Quality initiatives.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. All offers of employment made by FedEx Office are contingent upon the successful completion of a background investigation and a pre-employment drug screen (which must be completed within 2 business days of any conditional offer of employment). The existence of a criminal record is not an automatic or absolute bar to employment and a candidate's criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information. FedEx Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance and the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. America's Military Veterans and individuals with disabilities are strongly encouraged to apply. If you have a disability and you need assistance in order to apply for a position with FedEx Office, please email us at [email protected].