Manager, Omni-Channel Orchestration

100 Panera, LLC; United States; Hybrid; USD 105,000 - 126,000; Full time

Job summary

Panera Bread is seeking a Manager, Omni Channel Orchestration to shape how we connect with customers across our owned digital channels. You will lead planning, development, and optimization of customer communications to drive awareness, engagement, loyalty, and growth.

The role coordinates between business owners and the digital communications team to ensure timely, relevant, and personalized messaging aligned with business goals.

Qualifications

• 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.
• Able to translate reporting into actionable recommendations.
• Process driven with clear deadlines and schedules for campaigns.
• Strong communication with executive-level stakeholders and cross-functional teams.

Responsibilities

• Develop and execute omni channel digital communications strategies across email, SMS, and push.
• Lead planning and management of customer-facing communications calendar.
• Coordinate between business owners and digital communications execution teams.
• Partner with Menu, Loyalty, CRM, Catering, Gift Card, and Brand Marketing teams.
• Manage end-to-end communications process: intake, briefing, content, approvals, optimization, reporting.
• Provide strategic direction during creative development to meet campaign goals.
• Analyze performance and translate insights into recommendations.
• Stay current with digital communication best practices and trends.
• Build relationships across the organization and manage special projects.

Skills

Digital marketing

Campaign management

Analytics

Communication

Education

Bachelor's degree in marketing, communications, business or equivalent

Tools

Braze

Adobe Analytics

PowerBI

Job description

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)

• 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 on the facts and circumstances of each position and candidate.

Newton Support Center

With more than 2,000 Panera LLC and independent franchise bakery-cafes in the Panera Bread® family, and more locations opening all the time, it's no wonder our company has been an excellent source of career and personal growth opportunities for more than 25 years. In neighborhoods across the U.S. and Canada, customers enjoy flavorful, handcrafted meals centered around freshly baked artisan bread. To us, that means serving food like we serve our own families - free of any of the items on our 'No No' List. Along the way, we also like to give back to our community. We enjoy working together, shoulder to shoulder with our customers, to confront a serious problem plaguing communities across this country - Hunger. Through our Panera Cares community cafes, we offer a dignified dining experience in an uplifting environment. In addition, we support our communities through day-end donations at our bakery-cafe locations and partner with local non-profit organizations. It's this warmth that you'll find when you join Panera Bread. From our competitive compensation and benefits packages to our unique cultural values, we're confident you'll find us a rewarding and fun place to work.