Manager, Omni-Channel Orchestration
Job Purpose
At Panera, we believe that good food can bring out the best in all of us, food served in a warm, welcoming environment by people who care, through a frictionless customer experience.
Panera Bread is seeking a Manager, Omni Channel Orchestration to shape how we connect with customers across our owned digital channels (email, mobile push, SMS). This role will lead the planning, development, and optimization of customer communications that drive awareness, engagement, frequency, and profitable growth across the Panera business lines. This individual will serve as the central point of coordination between Panera business owners and digital communications execution team to ensure all customer communications are timely, relevant, personalized, and aligned with business objectives. This role requires a strategic thinker who can translate business goals into customer-centric communication plans while also managing the day-to-day execution of campaigns.
The ideal candidate is an exceptional communicator, detail-oriented project manager, adept at multi-tasking, and collaborative partner who thrives in a fast-paced environment and uses customer insights and performance data to continuously improve communication effectiveness. Additionally, the ideal candidate has working knowledge of digital marketing and campaign management technology and related tools (Braze, Adobe Analytics, PowerBI, or similar tools.)
Location: Newton, MA moving to Weston, MA July 2027
Duties & Responsibilities
The primary responsibilities of this job include, but are not limited to:
- Develop and execute omni channel digital communications strategies that support key business objectives, including customer acquisition, engagement, loyalty, retention, and sales growth.
- Lead planning and management of customer-facing communications calendar across email, SMS, and mobile push.
- Serve as the central point of coordination between Panera business owners and digital communications execution team to ensure all customer communications are timely, relevant, personalized, and aligned with business objectives.
- Partner cross-functionally with Menu, Loyalty, CRM, Catering, Gift Card, and Brand Marketing teams to develop cohesive digital communication plans.
- Manage the end-to-end communications process, including intake, briefing, content development, legal approvals, optimization, and performance reporting.
- Provide strategic direction and feedback throughout the creative development process to ensure all communications reflect key campaign goals.
- Analyze communication and campaign performance, translating insights into actionable recommendations and future strategies.
- Serve as a subject matter expert on digital communication best practices, emerging trends, customer engagement strategies, and channel innovations.
- Build strong relationships with stakeholders across the organization and effectively communicate plans, priorities, and results.
- Manage/support of special projects as needed including areas of process improvement, creative refresh projects, launch of other digital communications channels.
Qualifications (Education & Experience)
Qualifications include:
- Bachelor's degree in marketing, communications, business or equivalent
- 5+ years of digital or email marketing with a focus on creative development
- Experience managing creative development and directing agencies or internal teams
- Comfortable with translating reporting into recommendations
- Extremely process driven and results driven – this role will define and communicate clear deadlines and schedules for campaign processes
- Proactive, self-motivated and ability to work in a fast-paced, deadline driven environment and manage multiple projects
- Effective time management skills: ability to prioritize, delegate and meet deadlines
- Strong ability to create, build and leverage relationships and effectively interface with executive-level team members and at the same time have willingness to roll up the sleeves to solve problems
- Excellent team player, who can take work direction from multiple individuals, learns quickly and is adaptable
- Knowledge of best practices in email and mobile design, delivery and customer engagement; understand CANSPAM and compliance in email and mobile opt in best practices in mobile
- Exceptional verbal and written communication skills and analytical skills
- Experience creating journeys and campaigns in Braze a plus
Working Conditions
- Hybrid work environment in Newton, MA
- Required travel – minimal for team meetings or industry conferences on an ad hoc basis
Physical Requirements
- While performing this job, it is regularly required to stand, sit, talk, hear & use hands and fingers to operate keyboards
Direct Reports
- There are no direct reports for this role.
Equal Opportunity Employer: Disabled/Veterans
Competitive Pay $104,942 - $125,930 annually
The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, job-related knowledge, skills, and geographical location. Individual compensation decisions are dependent upon the facts and circumstances of each position and candidate.
Newton Support Center
