Job Description:The Manager of Shopping Experience is responsible for overseeing and optimizing the overall Mazda North American Operations (MNAO) shopping experience, touchpoints and capabilities for customers by integrating and optimizing marketing strategies.
This role involves mapping the shopping journey, researching the industry and marketplace to define our ideal user experience (UX) and user interface (UI, improving user experience, and implementing data-driven marketing campaigns to ensure a seamless and engaging shopping experience both online and offline while integrating Mazda’s Purpose, Promise, and Values. This role will ensure our positioning is aligned across our Tier I site - MazdaUSA.com (MUSA) - and our dealer websites, inclusive of content, comparisons, tools, pricing, and incentive offers.
This role will oversee the day-to-day operations of MUSA, OneMazda, and dealer websites, ensuring they are running smoothly and successfully.
The Shopping Experience Manager will work cross functionally with our Retail Marketing team to better understand the overall shopping journey, as it relates to Mazda North American Operations and the automotive industry within the United States – with exposure to dealerships, our advertising standards, and asset creation. They will also obtain buy-in from stakeholders across our brand, owner engagement and customer journey pillars, as well as our agency and vendor partners to ensure our strategic approach is aligned.
Major Areas of Responsibility (MAR):
Experience Design - 40%
- Develop, evaluate and analyze customer data, shopping behavior and detailed maps of the shopping journey to understand touchpoints and customer interactions.
- With identified High Volume Actions (HVAs)consistently - establishing a consistent cadence of internal and external reviews to highlight successes or opportunities across MUSA and dealer websites.
- Analyze to inform marketing strategies and experience improvements.
- Use data analytics tools to track the effectiveness of marketing campaigns and make data-driven decisions. Identify pain points and opportunities to improve the shopping experience.
- Collaborate with our internal stakeholder teams (such as: sales, brand strategy & brand design teams) to effectively design and manage how a user should feel when interacting with Mazda North American Operations, with a goal of delivering an esthetically appealing environment.
- Identify the ideal Mazda shopping experience (UX / UI); inclusive of our user interface, navigation, and how consumers engage with our products online (comparison tools, pricing calculator, digital retailing, chat tools, form fills)
- Consult our internal data science team and our agency partners to provide insightful and clear takeaways.
- Define key performance indicators (KPIs) for the shopping experience.
- Regularly report on performance metrics and make recommendations for improvement.
MUSA: Strategic Intent & Execution - 20%
- Work with UX designers and developers to improve website and app usability.
- Ensure that the shopping interface is intuitive, engaging, and customer friendly.
- Identify key projects each fiscal year, based on customer journey moments that impact awareness, engagement, and conversion.
- Obtain executive buy-in and budget allocation.
- Prioritize execution based on need, defining project timelines and holding team accountable for all key deliverables.
- Work together with Global Virtual Team to ensure alignment with other Regions – sharing and collecting learnings that could positively impact Mazda globally.
Dealer Site: Strategic Intent - 15%
- Oversee the outline of annual content needs for new car sales (Model Year Change Overs (MYCOs) new model launches, etc.), aftersales, and overall brand initiatives.
- Identify key solutions that need to be mirrored from MUSA or serve as a handoff to dealer sites seamlessly.
- Prioritize execution based on need, defining project timelines and holding team accountable for all key deliverables.
Management and Employee Development - 25%
- Provide clear direction, support, and guidance while fostering a positive, inclusive, and productive work environment.
- Plan and allocate resources effectively, monitor workload to prevent burnout, and ensure team members comply with company policies and procedures.
- Participate in recruitment and selection process to hire top talent and make employment decisions. Coach and manage staff individual performance, promoting a culture of collaboration, continuous improvement, quality, and accountability
- Conduct regular performance reviews, set performance goals, recognize high performance, and promptly and appropriately addressing performance concerns by working with upper management and HR.
Qualifications and Other Requirements:
Education (Minimum):
- Bachelor’s degree in marketing, communications, business or related field, or equivalent combination of education, training, and work experience, required.
Experience:
- Minimum of five (5) years of experience in marketing, customer experience management, or a related role within retail, e-commerce, or a similar industry, preferably in the automotive industry, to include:
- Five (5) plus years’ experience in digital marketing, conversion rate optimization, and content marketing is required.
- Five (5) plus years’ experience with and/or understanding of dealerships and field teams is preferred.
- Three (3) plus years’ experience strategizing with stakeholders on both qualitative and quantitative insights is required.
- Two (2) plus years leading complex teams or projects.
- Three (3) plus years’ experience as a people manager is preferred.
- Three (3) plus years’ experience working with or managing third party vendor relationships.
Knowledge/Skills/Abilities:
- Proven track record of successfully managing marketing campaigns and enhancing customer experience.
- Working knowledge of advertising media, automotive marketing and retail marketing is required.
- Insight into marketing automation technology & personalization stacks, UX research, and analytics is preferred.
- Experience with customer journey development and/or management
- Proven ability to conceptualize, create and execute marketing programs that support brand vision, objectives and KPI metrics is required.
- Experience with data analysis and using insights to drive strategic decisions.
- Strong verbal and written communication skills
- Presentation building skills, with an ability to persuade and collaborate.
- Strong command of Office 365 (PowerPoint, Word, Excel, Teams)
- Demonstrated ability to collaborate with cross-functional teams and manage projects.
- An ability to organize, reorganize, and make suggestions for project execution to maximize efficiency.
Travel:
May be required 6-12 times per year
#LI-Remote
We support Remote work in the following states:
Alabama, Arizona, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin
Pay Range:
$104,200.00-$158,950.00
Salary to be determined by education, experience, knowledge, skills and abilities of the applicant, internal equity, and alignment with market data.
Learn more about MNAO’s comprehensive benefits package here