Lead, Customer Engagement

Ross Stores; Dublin (CA); Hybrid; USD 96,700 - 146,050; Full time

Job summary

Ross Stores is seeking a Lead, Customer Engagement to drive customer engagement and credit marketing initiatives across channels. This role is vital in coordinating efforts among Marketing, Analytics, and external partners while ensuring timely execution and quality.

The ideal candidate should have 5-7 years of experience in retail or marketing and possess strong skills in project management and communication. A hybrid work environment is offered.

Qualifications

• 5–7 years of work experience in retail, advertising or marketing.
• Experience handling multiple projects under tight deadlines.

Responsibilities

• Coordinate and execute customer engagement and credit marketing initiatives.
• Monitor and analyze competitor activity related to customer engagement.

Skills

Strong computer skills – Excel, Word, PowerPoint, Acrobat

Strong time‑management and problem‑solving skills

Strong written and oral communication skills

Strong research skills

Education

Bachelor’s degree (marketing background a plus)

Job description

Lead, Customer Engagement

General Purpose: The Lead, Customer Engagement drives the execution and operational coordination of customer engagement and credit marketing initiatives across channels. This role ensures timely delivery of marketing programs, manages end‑to‑end workflows, coordinates cross‑functional efforts, and supports campaign development, execution and performance tracking. The Lead serves as key liaison between Marketing, Creative, Analytics and external partners, and provides support to the Senior Manager, Customer Engagement while owning key workstreams.

Salary: $96,700 – $146,050 per year, depending on experience, qualifications, location and other internal factors.

Essential Functions

• Coordinate and execute customer engagement and credit marketing initiatives across channels, aligning with business objectives, timelines and deliverables.
• Translate program strategies (offers, promotions) into clear, actionable creative briefs.
• Partner with internal teams and external agencies to ensure seamless campaign development and execution.
• Oversee the development of creative briefs and manage end‑to‑end routing, 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 primary point of contact for project coordination across stakeholders.
• Maintain and enhance internal tracking tools for customer engagement, media and credit marketing initiatives.
• Compile, analyze and report on key campaign performance metrics.
• Conduct pre‑launch quality assurance and post‑launch reviews to identify optimization opportunities.
• Provide regular updates and reporting summaries to stakeholders and leadership.
• Manage marketing assets within digital asset management systems and ensure 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 before distribution.
• 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.
• 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.
• Provide ongoing support to the Senior Manager, Customer Engagement by owning key workstreams.
• Manage multiple priorities in a fast‑paced environment while ensuring high‑quality output.
• Perform other duties and special projects as assigned.

Competencies

• Building Effective Teams (for managers of People and Projects)
• Developing Talent (for managers of people only)
• Collaboration
• Leading by Example
• Communicates Effectively
• Ensures Accountability and Execution
• Manages Conflict
• Business Acumen
• Plans, Aligns and Prioritizes
• Organizational Agility
• Organization and Planning
• Analysis and Judgment
• 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 – Excel, Word, PowerPoint, 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

This role requires ability to work in an office environment, primarily on a computer. It requires sitting, standing, walking, hearing, talking on the telephone, attending in‑person meetings and collaborating with team members. Consistent timeliness and regular attendance are required. Vision is needed to see information in print or electronically. The role requires regular in‑office presence but can be performed 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.

Equal Employment Opportunity Statement

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 (including 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.