Marketing Operations Manager, Kustomer

Kustomer - now part of Meta - helps businesses grow by delivering exceptional customer service via phone, email, chat, text, social, messaging and more. As a SaaS solution, Kustomer enables fast, personalized, and efficient customer and agent experiences using complete customer visibility, seamless omni-channel conversations, intelligent automation and easy, no-code customization to adapt to change. As the Marketing Operations Manager, you will be responsible for leading the team that ensures effective strategy, efficient investment, and accountability across the Kustomer marketing department. You will be responsible for ensuring marketing technology is customized to the needs of its users as well as set up to ensure effective data quality. You will also lead process development, budget administration, and marketing analytics and overall governance.
Marketing Operations Manager, Kustomer Responsibilities

• Develop the strategy and processes for monitoring, measuring, and analyzing the effectiveness, efficiency and impact of marketing initiatives as they relate to Kustomer's Marketing goals.
• Build and maintain a Demand Generation Center of Excellence to support GTM strategy and execution using best-in-class martech tools, streamlined processes, automation and reporting.
• Define the Marketing Operations vision and strategy to enable intelligent decisions through precise analysis.
• Own the marketing operations roadmap, ensuring marketing technology is evaluated, selected, implemented and customized to meet the needs of the marketing department.
• Administer the marketing budget and ensure marketing costs are tracked correctly.
• Regularly inform stakeholders across marketing, sales, and finance of insights on marketing performance to ensure cross functional alignment on the best possible data-driven marketing strategy.
• Track and report on the entire marketing funnel including volume, velocity, conversion stage-to-stage, and average value, make sure funnel measures can be analyzed by key dimensions such as industry, geo, and persona.
• Work with the Product team on having product usage inform better marketing to our customers and people trailing Kustomer.
• Ensure processes are designed, documented, understood, and followed in a way that minimizes bad or incomplete data.
• Continually work to simplify systems and processes, avoiding customization bloat and over-engineered processes.
• Manage, build, and lead a strong team by coaching and developing existing members and closing talent gaps where needed through acquisition of new team members.
• Negotiate contracts with vendors.

Minimum Qualifications

• 12+ years of marketing experience
• 5+ years of management experience
• 6+ years direct marketing operations experience in enterprise software industry and SaaS

Preferred Qualifications

• Strong leadership presence
• Balance of strategic vision and tactical execution
• Extremely analytical and strategic
• Adept at managing multiple projects and deadlines
• Excellent planning, organizational and project management skills
• Demonstrated experience designing an innovative marketing technology stack
• Proven experience with change management and organizational transformation
• Familiarity with our tech stack
• BA or equivalent experience

About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today-beyond the constraints of screens, the limits of distance, and even the rules of physics.
Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to [email protected] .