Lead, Customer Engagement

General Purpose

The Lead, Customer Engagement is responsible for driving the execution and operational coordination of customer engagement and credit marketing initiatives across channels. This role ensures the timely and accurate delivery of marketing programs by managing end-to-end workflows, coordinating cross-functional efforts, and supporting campaign development, execution, and performance tracking.

Career growth

We develop industry leading talent because Ross grows when our people grow.

Teamwork

We work together to solve the hard problems and find the right solution

Commitment to Diversity, Equality & Inclusion

We celebrate the backgrounds, identities, and ideas of those who work and shop with us because our differences make us stronger. We strive to be a positive force in our community.

Base Salary Range

The base salary range for this role is $96,700 - $146,050. The base salary range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location.

Essential Functions

• Customer Engagement & Credit Marketing Execution
• Lead the coordination and execution of customer engagement and credit marketing initiatives across channels, ensuring alignment with business objectives, timelines, and deliverables
• Translate program strategies (i.e., offers, promotions) into clear, actionable creative briefs to support effective downstream execution
• Creative Development, Routing & Trafficking
• Oversee the development of creative briefs and manage end-to-end routing processes, including cross-functional and compliance approvals
• Coverage the trafficking and delivery of marketing assets to internal stakeholders and external partners
• Serve as a primary point of contact for project coordination across stakeholders
• Tracking, Reporting & Performance
• Maintain and enhance internal tracking tools for customer engagement, media, and credit marketing initiatives
• Support campaign performance monitoring by compiling, analyzing, and reporting on key metrics
• Conduct pre-launch quality assurance and post-launch reviews to ensure accuracy and identify opportunities for optimization
• Provide regular updates and reporting summaries to stakeholders and leadership
• Asset Management & Compliance
• Manage and maintain marketing assets within digital asset management systems, ensuring proper organization and accessibility
• Monitor asset usage rights and compliance requirements across vendors and partners
• Ensure all materials meet internal brand standards and compliance guidelines prior to distribution
• Market & Competitive Insights
• Monitor and analyze competitor activity related to customer engagement and credit marketing programs
• Conduct research and synthesize insights to inform campaign strategies and continuous improvement efforts
• Cross-Functional Leadership & Process Improvement
• Partner with Creative, Media, Analytics, Digital, and Operations teams to align priorities and drive execution
• Coordinate timelines, deliverables, and communications across cross-functional teams
• Identify process gaps and recommend improvements to enhance efficiency, scalability, and execution quality

Additional Responsibilities

• Provide ongoing support to the Senior Manager, Customer Engagement, including ownership of key workstreams
• Manage multiple priorities in a fast-paced environment while ensuring high-quality output
• Perform other duties and special projects as assigned

Qualifications And Special Skills Required

• Bachelor's degree, marketing background a plus
• 5-7 years of work experience in retail, advertising, or marketing
• Strong computer skills, specifically Excel, Word, PowerPoint, and Acrobat
• Experience handling multiple projects under tight deadlines
• Strong time-management and problem-solving skills
• Strong written and oral communication skills
• Strong research skills

Physical Requirements/ADA

Job requires ability to work in an office environment, primarily on a computer. Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc. Consistent timeliness and regular attendance. Vision requirements: Ability to see information in print and/or electronically. This role requires regular in-office presence, including to engage in in-person team interaction, meetings and collaboration, and/or feedback. However, this role can perform duties effectively using a combination of in-office and remote work.