Marketing Operations Manager (B2B/B2C)

We’re looking for a Marketo, Salesforce and Iterable expert to help us take our demand generation and lifecycle automation to the next level.  This role is primarily responsible for maintaining and enhancing Marketo, LeanData, Iterable, and the rest of the marketing technology stack at ChowNow to ensure best practices, maximize ROI, and support seamless execution of campaigns to both existing clients and prospects. This role will make a meaningful impact on our organization and work cross-functionally with multiple teams. We’re looking for an incredibly detail oriented team player with strong communication skills and who can think on their feet. 

ABOUT US:

ChowNow’s vision is to become the leading North American platform connecting diners and independent restaurants for at-home dining.  The ChowNow Platform continues to grow its product offerings and bring restaurants and diners closer together. Our marketplace provides commission-free ordering for restaurants nationwide and diners with an ever-growing selection of independent restaurants. Our demand network provides diners with the ability to order where they’re already online, including Google, Yelp, Instagram, Snap, and many others.  And our white-labeled online ordering system provides restaurants with a branded experience for diners on their website and their own iOS and Android apps for a reasonable monthly fee regardless of order volume. To date, we’ve created over 20,000 apps for our restaurant partners – something that’s never been done before in our category. We operate this way because of our belief in being fair, sustainable, and equitable with our restaurant partners, and the same goes for our culture.

Diversity, teamwork, and mutual respect are among our core company values. We pride ourselves on giving our teams plenty of opportunities to make their mark. 

Join us and help ensure ChowNow becomes the diner’s first choice for socially responsible online ordering. Together we can preserve neighborhood flavor, one restaurant at a time. 

About the Position:

As our Marketing Operations Manager, you will own and lead ChowNow’s marketing operations strategy, driving efficiency and effectiveness in marketing campaigns targeting existing clients and prospects. In addition to managing systems like Marketo, Iterable, and Salesforce, you will evaluate and improve processes, implement best practices, and provide actionable insights to key stakeholders. You will oversee campaign execution, manage deliverability, and ensure accurate reporting, while also leading the cleanup and organization of tech debt to prepare for scalability. This role requires both strategic and hands-on expertise, as you’ll play a pivotal role in driving campaign success and improving the overall marketing tech stack. You will ensure the smooth execution of marketing campaigns in Marketo and Iterable, partnering with the B2B and B2C marketing teams to manage campaign operations, including segmentation, automation, and quality control.

Your responsibilities will include owning and enhancing attribution and reporting for all campaigns, providing actionable insights to key stakeholders. You will maintain lead and campaign processing, routing, and optimization through Marketo, Salesforce, Outreach, LeanData, and other tools. You will collaborate with Marketing team members to scope, build, and measure the performance of campaigns, ensuring alignment with overall goals.

Additionally, you will create and manage documentation of Standard Operating Procedures (SOPs) for operational processes, ensuring clarity and accessibility for non-technical teammates. You will also test and implement new tools and workflows to improve campaign efficiency and data accuracy. This is not a content development or email marketing role; it is an operational and technical position focused on owning and managing campaign execution and measurement. Our Marketing Operations Specialist is someone who loves closed loop technical processes and using automation to solve business problems. 

This position is Remote based. Reports to the Senior Lifecycle & Product Marketing Manager; No direct reports

WHAT WE LOVE ABOUT YOU:

You put restaurants first. You deeply understand the importance of local restaurants and put them at the center of everything you do. You aim to help them not only survive but thrive.

You celebrate diversity. You recognize that diversity and inclusivity matter. You’re committed to progress, which means everyone gets the support and resources they need, no matter who they are.  You have an ability to listen to other team members' ideas and can thrive in an environment that embraces individuality. Everyone’s voice counts.

You raise your hand. You consistently go above and beyond what is asked of you. You help your peers accomplish their tasks while also excelling at accomplishing your own. When you have a smart idea, you raise your hand and share it.

You keep reaching. You set clear ambitious goals. You don’t allow yourself to become complacent with where you’re at and what you’ve done, so you seek out new opportunities and challenges.

WHAT SUCCESS LOOKS LIKE: 

• Progress through our Ramp Camp (ChowNow’s New Hire Onboarding Experience)
• Learn the ChowNow Marketing and Sales processes and methodologies
• Understand ChowNow’s Marketo, LeanData, Iterable and Salesforce.com instances including synced fields, reports, dashboards, required data and workflows
• Familiarize yourself with Outreach triggers, flows and content
• Become an expert on Salesforce fields and triggers
• Assess campaign deliverability and tech stack health, provide recommendations for improvement, and implement tracking mechanisms to measure progress.
• Oversee campaign deliverability across B2B and B2C channels using Everest to ensure optimal email performance and reach

• Complete and manage Marketing Operations tickets within our task management software, Jira
• Manage and execute Marketing campaigns in Marketo (ad-hoc email, nurture, paid ad and content programs)
• Own audience segments in Marketo and Iterable databases
• Own quality control of B2C campaigns
• Manage our CPRA deletion process for Marketo, Iterable and other vendors
• Define a roadmap for marketing automation enhancements, including improvements to nurture flows, lead scoring, and attribution models.

• Own and be responsible for smooth and optimized lead, trigger, and attribution processes.
• Manage and improve our Lead and Customer Scoring model
• Work with your manager and with leaders on the Content and Marketing teams to scope the operational needs for key Marketing campaigns
• Own and conduct regular reporting needs for B2B Marketing
• Tackle tech debt cleanup and organization in Marketo to improve system efficiency and prepare for future scalability
• Drive measurable improvements in campaign efficiency and ROI through enhanced processes, reporting, and cross-functional collaboration.

• You are highly detail oriented and have a knack for documenting and auditing your work.
• You have 4+ years of current Marketo, Iterable and Salesforce experience (Marketo ‘power user’).
• You have a successful track record of implementing, managing, and improving Marketo programs and processes.
• You have demonstrated success in database management and optimization within B2B organizations.
• You have a knack for measuring campaign productivity and finding meaning in the data
• You are results driven, have strong attention to detail, are organized and can manage multiple projects simultaneously.
• You have an ability to work independently with minimal supervision and take initiative to fill gaps in process

• Expected Base Salary Range: $128,250 - $141,750
• Ongoing training and growth opportunities.
• A "Best Place to Work" winner multiple times where we focus on creating a great employee experience.
• Rock solid medical, dental, and vision plans.
• Mental Health Coverage - we offer several programs to support your mental health and wellness goals.
• Unlimited Paid Vacation. We expect you to work hard, but still enjoy your personal life
• 7 weeks of baby bonding time for all new parents (within the first year of birth or adoption), 8 Weeks of Paid Pregnancy Leave.
• 401(k) Matching
• Employer-contributing student loan assistance program or continuing education reimbursement program
• Commuter benefits (including Uber Pool).
• Employee Stock Incentive Plan.
• Pet insurance for your fur babies
• Quarterly Industry Events (Women, LGBTQIA+, Diversity, Inclusion).
• Consistent & fair leadership: we’ll share info, set clear goals, show you respect, and treat everyone fairly.
• Enough freedom to spread your wings while still holding you accountable.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties and skills required.

As one of ChowNow’s core values, “Celebrates Diversity”, we are committed to an inclusive and diverse work environment. ChowNow is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.  We are committed to developing a barrier-free recruitment process and work environment, if you require any accommodation, please let us know at your earliest convenience and we’ll work with you to meet your accessibility needs.

Information Regarding Recruiting Scams: ChowNow does not engage in outreach to prospective candidates by text message about employment opportunities, interviews, or employment offers, and we do not make job offers after only one interview. ChowNow does not ask candidates to submit sensitive personal information (Passport details, banking information, etc.) as part of the interview process. ChowNow employment offers are made by a ChowNow Talent Acquisition team member with a @chownow.com email address only. ChowNow does not ask candidates to provide funds to the company for onboarding, equipment, or supplies. If you receive an employment inquiry or employment offer from a non @chownow.com email address, consider it spam.  

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