Introduction to Disney and Our Mission
At Walt Disney Parks and Resorts, our mission is simple yet profound: "We make magic." This ethos permeates every aspect of our operations, from creating enchanting experiences for our guests to fostering a vibrant community among our employees. As a leader in the entertainment and media industry, Disney is committed to innovation, diversity, and excellence. Our story began as a small animation studio in the 1920s and has since evolved into a global phenomenon, touching the lives of millions worldwide. We proudly continue our legacy of crafting exceptional stories and experiences for every member of the family, making us a beloved and integral part of popular culture.
About the Role: Customer Engagement Manager II – Direct Channel Strategy and Activation
We are seeking an experienced and skilled Customer Engagement Manager II to join our Direct Channel Strategy and Activation (DCS&A) team. This role is pivotal in delivering robust customer experiences across engagement touchpoints by applying strategy, data, and tools to bring marketing to life. The DCS&A team leads direct channel strategy and consumer data selection for 1:1 marketing campaigns and handles the deployment of direct channel strategies, working closely with internal organizations within Disney as well as with vendors and software/data providers.
Key Responsibilities
- Drive the day-to-day management and execution of direct channel campaigns, serving as a subject matter expert in the tools and data DCS&A uses for activation.
- Lead the development and deployment of highly complex campaign flows, ensuring seamless execution and high-quality customer experiences.
- Collaborate with partner groups and internal teams directly connected with campaign activations, fostering strong relationships and clear communication.
- Perform quality assurance of campaigns as needed, monitoring their performance, and informing partners of any issues that arise.
- Investigate and resolve issues to completion, applying a meticulous and analytical approach to problem-solving.
- Provide mentoring and support to junior team members, contributing to their growth and development within the organization.
- Develop comprehensive documentation of the team's tools and processes to facilitate onboarding and training.
- Implement channel strategies that drive campaign and channel best practices/improvements, continuously seeking opportunities for enhancement and innovation.
- Participate in and lead special projects beyond campaign activation, contributing to the broader goals and initiatives of the DCS&A team.
Essential Qualifications
To excel in this role, you will need:
- A Bachelor's Degree or equivalent experience, demonstrating a strong educational foundation in a relevant field.
- 2+ years of direct experience in SQL, analyzing large datasets, performing selects, joins, troubleshooting data issues, and validating audience segmentation.
- Experience in translating technical details and data insights into compelling stories and campaign visions for non-technical marketing partners, facilitating alignment through clear and effective communication.
- 5+ years of direct experience in campaign list selection processes and campaign deployment capabilities, showcasing a deep understanding of direct marketing principles and practices.
- Demonstrated knowledge and understanding of complex data environments, social database philosophy, structures, and querying, with the ability to navigate and analyze large datasets.
- Experience in collaborating across organizational teams, exhibiting excellent interpersonal skills such as influence, negotiation, and problem-solving.
- Ability to convey technical concepts to non-technical colleagues, simplifying complex ideas into actionable insights.
- Capacity to work independently, identifying and implementing efficiencies that can be applied across the team, with a strong initiative to mentor and support more junior colleagues.
- A strategic mindset that enables the application of relevant direct channel strategies to all aspects of your work, with a keen eye for detail and a commitment to quality assurance and client satisfaction testing.
- Experience with Adobe Campaign Classic and Adobe Campaign Standard, as well as proficiency in building complex marketing flows using multiple direct channels.
- Direct experience in Javascript, HTML, and CSS to conclude campaign deployment of emails, demonstrating a versatile skill set that combines technical expertise with marketing acumen.
Preferred Qualifications
While not required, the following qualifications are highly desirable:
- Advanced degree or certification in a relevant field, such as marketing, data science, or communications.
- Experience working in a fast-paced, dynamic environment, with a proven ability to adapt to changing priorities and deadlines.
- Familiarity with additional marketing automation platforms and tools, demonstrating a commitment to ongoing learning and professional development.
- Experience in leading or contributing to cross-functional teams, with a strong understanding of how to collaborate effectively with diverse stakeholders.
Skills and Competencies
To succeed in this role, you will need to possess:
- Technical Skills: Proficiency in SQL, Adobe Campaign Classic and Standard, Javascript, HTML, and CSS, with the ability to learn and adapt to new technologies and tools.
- Communication Skills: Excellent written and verbal communication skills, with the ability to convey complex technical information to non-technical stakeholders.
- Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to investigate and resolve issues in a timely and effective manner.
- Collaboration and Teamwork: Ability to work collaboratively with cross-functional teams, fostering strong relationships and facilitating open communication.
- Adaptability and Flexibility: Willingness to adapt to changing priorities and deadlines, with a flexible approach to work and a commitment to delivering high-quality results.
Career Growth Opportunities and Learning Benefits
At Disney, we are committed to the growth and development of our employees. As a Customer Engagement Manager II, you will have access to a range of training and development opportunities, including:
- Professional development courses and workshops, designed to enhance your skills and knowledge in areas such as marketing, data analysis, and leadership.
- Mentorship programs, pairing you with experienced professionals who can provide guidance, support, and valuable insights into the industry.
- Opportunities for advancement, with a clear path for career progression and the potential to take on new challenges and responsibilities.
- Access to a global network of professionals, with the chance to collaborate with and learn from colleagues from diverse backgrounds and disciplines.
Work Environment and Company Culture
Disney is proud of its vibrant and inclusive company culture, which values diversity, creativity, and innovation. As an employee, you can expect:
- A dynamic and supportive work environment, with a team of talented and dedicated professionals who share your passion for excellence.
- A commitment to work-life balance, with flexible working arrangements and a range of benefits designed to support your well-being and happiness.
- Opportunities to engage with the local community, through volunteer programs and corporate social responsibility initiatives.
- A culture of recognition and reward, with regular feedback and appreciation for your contributions to the team.
Compensation, Perks, and Benefits
We offer a competitive salary range of $70-$80 per year, reflecting our commitment to attracting and retaining the best talent in the industry. In addition to your salary, you will be eligible for a range of benefits, including:
- Comprehensive health and wellness programs, designed to support your physical and mental health.
- Generous retirement savings plans, with a company match to help you plan for your future.
- Paid time off and holidays, giving you the opportunity to rest and recharge.
- Access to exclusive Disney perks, including discounts on park tickets, merchandise, and resort stays.
Conclusion
If you are a motivated and experienced marketing professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Engagement Manager II at Disney, you will be part of a dynamic team that is shaping the future of customer experience and marketing. With a competitive salary, comprehensive benefits, and a range of opportunities for growth and development, this role offers the perfect blend of challenge and reward. Don't miss your chance to join the Disney team and contribute to the magic of our brand. Apply now and take the first step towards an exciting and rewarding career with one of the world's most beloved and respected companies.
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