Lead, Customer Engagement

Our values start with our people, join a team that values you!

Bring your talents to Ross, our leading off-price retail chain with over 2,200 stores, and a strong track record of success and growth. Our focus has always been bringing our customers a constant stream of high-quality brands and on-trend merchandise at extraordinary savings. All while providing a fun and exciting treasure hunt experience.
As part of our team, you will experience:

• Success. Our winning team pursues excellence while learning and evolving
• 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
• Our commitment to Diversity, Equality & Inclusion, and our community. 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.

Our Corporate headquarters are in Dublin, CA, we have 3 buying offices in key markets in New York City, Los Angeles, and Boston, and 8 distribution centers nationwide. With 2025 revenues of $22.8 billion, we are a Fortune 500 company who is committed to providing an inclusive work environment with continuous learning opportunities and development for our teams.

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. The Lead serves as a key liaison between Marketing, Creative, Analytics, and external partners to align priorities, streamline processes, and maintain consistency across deliverables. Additionally, this role oversees the development, routing, and tracking of marketing assets, supports reporting and insights, and identifies opportunities to improve efficiency and effectiveness across programs. The position provides ongoing support to the Senior Manager, Customer Engagement, while taking ownership of key workstreams and contributing to broader team objectives and initiatives.

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. The range listed is just one component of the total compensation package for employees. Other rewards vary by position 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

• Partner with internal teams and external agencies to ensure seamless campaign development and execution
Creative Development, Routing & Trafficking

• Oversee the development of creative briefs and manage end-to-end routing processes, including cross-functional and compliance approvals

• Coordinate the trafficking and delivery of marketing assets to internal stakeholders and external partners

• Ensure all creative deliverables are accurate, complete, and delivered on time

• Serve as a primary point of contact for project coordination across stakeholders
Tracking, Reporting & Performance Support

• 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

COMPETENCIES:

People

• Building Effective Teams (for managers of People and Projects)

• Developing Talent (for managers of people only, N/A for this role/level)

• Collaboration
Self

• Leading by Example

• Communicates Effectively

• Ensures Accountability and Execution

• Manages Conflict
Business

• Business Acumen

• Plans, Aligns and Prioritizes

• Organizational Agility

With particular emphasis on the following specific position-related competencies:

• Organization and planning

• Analysis and judgement

• Results Driven

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:

Please include any additional physical requirements below the standard requirements (including any travel, lifting, pushing, or pulling)
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. #LI-Hybrid

SUPERVISORY RESPONSIBILITIES:

N/A

DISCLAIMER:

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management's discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company's overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.