MANAGER CUSTOMER MARKETING PROGRAMS & DELIVERY

Manager, Customer Marketing Programs & Delivery (Corporate)

This position is Hybrid working from our corporate Support Center in Plano, Texas, with onsite days Monday through Wednesday.

About Sally Beauty Holdings, Inc.

At Sally Beauty Holdings, our purpose is to inspire a more colorful, confident, and welcoming world. We are a leader in professional hair color and beauty supplies, serving customers across 11 countries through our Sally Beauty and Beauty Systems Group businesses. Sally Beauty provides salon-quality hair color, hair care, nail, and skin care products to retail customers, while Beauty Systems Group, through CosmoProf and Armstrong McCall, serves licensed beauty professionals and salons.

About the Role

The Manager, Customer Marketing Programs & Delivery supports the successful execution of Customer Marketing initiatives across CRM, Loyalty, Personalization, Customer Data, and Marketing Technology workstreams. This role serves as the program and delivery lead for the Customer Marketing portfolio, maintaining visibility across multiple concurrent initiatives and helping ensure customer, data, and activation considerations remain connected throughout planning and delivery.

Working under the direction of the Director, Customer Marketing Solutions & Strategy and in close partnership with the Marketing Solutions Analyst and other Customer Marketing subject matter experts, this position brings together business requirements, technical updates, customer impact, dependencies, decisions, and readiness needs into a clear and actionable view.

This role does not own overall project management, technical delivery, solution design, or primary requirements discovery and validation. Instead, it owns Customer Marketing program coordination, portfolio visibility, follow-through, and readiness across initiatives led by IT, Digital, Data, Analytics, Loyalty, CRM, Personalization, and other cross-functional partners.

This is an individual contributor role with no direct reports.

Responsibilities

- Maintain an integrated view of Customer Marketing initiatives across CRM, Loyalty, Personalization, Customer Data, and Marketing Technology workstreams, providing visibility into milestones, dependencies, risks, decisions, and impacts.
- Consolidate information across projects and business partners to help Customer Marketing leadership understand priorities, readiness, customer impacts, trade-offs, and required actions.
- Understand business requirements, technical discussions, and solution direction sufficiently to identify Customer Marketing implications, risks, gaps, and dependencies.
- Translate information from IT, Data, Analytics, Digital, and vendor teams into relevant customer, operational, loyalty, CRM, personalization, and customer data impacts.
- Partner with Customer Marketing subject matter experts, including the Marketing Solutions Analyst, to ensure customer, customer data, and activation considerations remain visible throughout initiative delivery.
- Serve as Customer Marketing's primary coordination point across initiatives, driving follow-through on deliverables, dependencies, decisions, testing activities, and readiness efforts.
- Coordinate Customer Marketing participation in testing, launch readiness, operational transitions, adoption activities, and post-launch follow-up.
- Establish and maintain effective program management practices, documentation, reporting, and communication processes that improve visibility, accountability, and execution across the Customer Marketing portfolio.

Knowledge, Skills & Abilities Requirements

- Bachelor's degree in Marketing, Business, Analytics, Technology, Communications, or a related discipline, or equivalent relevant experience.
- 4-7 years of experience in Customer Marketing, CRM, Marketing Operations, Program Management, Business Analysis, Marketing Technology, or a related function.
- Demonstrated ability to manage and synthesize information across multiple concurrent initiatives, stakeholders, timelines, dependencies, and decisions.
- Working knowledge of CRM, loyalty, personalization, customer data, segmentation, lifecycle marketing, measurement, and MarTech-enabled activation concepts.
- Ability to understand business requirements and technical discussions and translate information into Customer Marketing implications.
- Experience maintaining program-level plans, status reporting, action tracking, risk and issue logs, decision logs, and readiness activities.
- Strong analytical thinking, organization, facilitation, written communication, and problem-solving skills.
- Ability to drive clarity, accountability, and follow-through across teams without direct authority or ownership of the overall project.
- Ability to communicate effectively with both technical and nontechnical audiences and adjust the level of detail based on stakeholder needs.

Preferred Qualifications

- Experience supporting enterprise CRM, loyalty, personalization, customer data, digital, analytics, or marketing technology initiatives.
- Familiarity with Salesforce Marketing Cloud or comparable marketing automation and journey orchestration platforms.
- Familiarity with customer data flows, integrations, APIs, data mapping, identity resolution, and testing concepts.
- Experience within a retail, omnichannel, multi-brand, or complex matrixed organization.
- Experience coordinating business readiness and adoption activities for new marketing capabilities or process changes.

Competencies & Attributes

- Passionate Learner – Demonstrates curiosity about the business, seeks feedback, applies learning quickly, and looks for opportunities to improve processes.
- Flexible & Agile Adapter – Responds effectively to change and ambiguity, adjusts to new priorities, and remains focused under pressure.
- Talent Builder – Supports an inclusive culture, encourages input from others, shares knowledge, and helps colleagues develop.
- Effective Communicator – Communicates clearly and accurately, actively listens, asks thoughtful questions, and delivers relevant information concisely.
- Team Builder – Values collaboration, inclusion, and diverse perspectives and contributes effectively within cross-functional teams.
- Customer Focused Partner – Understands internal and external customer needs and advocates for improvements to the customer and associate experience.
- Strategic Thinker – Brings forward new ideas, considers scalability and continuous improvement, and uses data to inform recommendations.
- Big Picture Thinker – Understands cross-functional interdependencies and considers how decisions and initiatives impact the broader organization.
- Results Driver – Takes ownership, focuses on priorities, and drives work toward timely and effective delivery.
- Problem Solver & Decision Maker – Uses relevant information and data to identify challenges, evaluate options, make recommendations, and drive solutions.

Working Conditions & Physical Requirements

This will be a hybrid role required to be onsite at the corporate office Monday through Wednesday. The work environment generally involves everyday risks or discomforts that require normal safety precautions typical of offices, meeting and training rooms, retail stores, and similar business environments. The work area is adequately lit, heated, and ventilated.

The work is primarily sedentary. The employee may sit comfortably to perform the work, with occasional walking, standing, bending, and carrying or moving light office and computer equipment as needed.

Benefits

We offer a competitive salary and outstanding benefits package that includes medical, dental, vision, life insurance, paid vacation and sick days, paid holidays, tuition reimbursement, and a 401(k) with company match. In addition, SBH associates may take advantage of our corporate campus amenities, including our in-house salon with complimentary services, food options, and onsite Sally Beauty and CosmoProf Professional stores where associates receive a merchandise discount.