We are currently looking for a Full Time Sr. Manager, Martech and CX Strategy to join our Martech and CX Strategy Section team located at the Jim Thorpe Building working 8:00AM-5:00PM - Mo Tu We Th Fr.

Summary:

The Sr. Manager, Martech and CX Strategy is responsible for defining and advancing CNDC's customer experience (CX) and marketing technology (Martech) strategy. This role connects customer journeys, marketing technologies, and measurement frameworks to drive seamless, data-informed experiences and measurable business outcomes. The position also champions CX best practices across the organization, influences key customer touchpoints, and helps embed customer-centric thinking into broader business and digital strategy initiatives.

Essential Job Functions

CX & Journey Strategy

• Lead the development of end-to-end customer journey frameworks across key touchpoints (digital, physical, owned, and paid channels).

• Map, analyze, and optimize customer journeys and funnels to improve engagement, conversion, and retention.

• Identify gaps and opportunities across the customer experience and recommend strategic improvements.

• Partner with internal teams to align CX strategy with brand, media, and business priorities.

Martech Strategy & Ecosystem Ownership

• Define and manage the Martech ecosystem strategy, ensuring tools and platforms support business and CX objectives.

• Evaluate current technologies, identify gaps, and recommend solutions to improve capabilities and efficiency.

• Lead the development of a Martech roadmap, prioritizing integrations, enhancements, and new capabilities.

• Partner with IT and vendor teams to ensure successful implementation and adoption of Martech solutions.

• Drive alignment between platforms (CRM, automation, analytics, web/app, etc.) to enable connected experiences.

• Implement continuous improvement processes to enhance customer products and deliver exceptional customer experiences.

Cross-Functional Strategy & Alignment

• Serve as a strategic bridge between marketing, digital, CX, IT, and analytics teams to ensure a unified approach to customer experience initiatives.

• Align Martech and CX initiatives with enterprise priorities and business goals.

• Support audience segmentation, personalization, and targeting strategies.

• Influence stakeholders and drive adoption of new processes, tools, and frameworks.

Operational Excellence & Enablement

• Develop scalable processes, frameworks, and best practices for CX and Martech initiatives.

• Improve workflows across teams to enhance efficiency, collaboration, and consistency.

• Support governance of tools, data, and processes to ensure long-term sustainability.

• Provide guidance and thought leadership to internal teams on CX and Martech best practices.

Project Management

• Oversight (and hands-on maintenance as directed) of websites, apps, email marketing, SMS, SEO, CRM systems, marketing automation tools, analytics and systems/toolsets integrated with digital marketing initiatives.

• Maintain thorough/shared records of CNDC-owned domains, relevant credentials for all CNDC websites/social channels, internal & external tools/systems used by CNDC Brand, etc.

• Responsible for project management duties as assigned.

Vendor Relations

• Serve as point of contact with key vendors and internal clients, collaborating on Martech and CX initiatives.

• Support contract discussions, performance evaluation, and ongoing optimization of vendor relationships.

Budget Management

• Prepare annual department budget detail and provide periodic financial reports related to digital efforts and vendors.

• Streamline billing processes between digital vendors and CNDC businesses.

• Liaise with internal team members to coordinate POs, invoices and contracts.

Industry Expertise

• Stay current on emerging martech tools, CX trends, regulatory issues, SEO/ SEM, email, SMS, social media, digital media, etc.

• Foster a culture of innovation by encouraging cross-functional teams to explore new ideas, technologies and methodologies.

• Identify opportunities to test and implement new marketing technologies and approaches.

• Continuously refine strategies, tools, and processes to improve performance and scalability.

Performance Tracking and Insights

• Establish and standardize measurement frameworks (e.g., MMM, ROI, attribution, funnel metrics) across marketing efforts.

• Define KPIs and success metrics aligned to business objectives and customer lifecycle stages.

• Ensure consistent tracking, reporting, and data integrity across platforms and campaigns.

• Translate performance data into actionable insights and strategic recommendations.

• Partner with media, digital, and analytics teams to connect performance across channels.

• Perform all other duties as assigned.

Responsibilities:
* Provides first class customer service to both internal and external customers and responds to inquiries, compliments, and/or complaints with professionalism, courtesy, and efficiency
* Completes all training and development requirements and participates in continuing education opportunities
* Works in a collaborative and supportive manner to support the productivity and safety of the work area, team members and customers of all types
- Maintains a clean, organized work area and ensures a safe environment
- Maintains and promotes professionalism
- Punctual and consistent in meeting start time, work schedule, attendance and other assigned work time metrics
- Adheres to Chickasaw Nation dress code standards
* Maintains knowledge of and follows all rules, regulations, policies and guidelines for assigned area
* CX & Journey StrategyLead the development of end-to-end customer journey frameworks across key touchpoints (digital, physical, owned, and paid channels). Map, analyze, and optimize customer journeys and funnels to improve engagement, conversion, and retention. Identify gaps and opportunities across the customer experience and recommend strategic improvements. Partner with internal teams to align CX strategy with brand, media, and business priorities
* Martech Strategy & Ecosystem OwnershipDefine and manage the Martech ecosystem strategy, ensuring tools and platforms support business and CX objectives. Evaluate current technologies, identify gaps, and recommend solutions to improve capabilities and efficiency. Lead the development of a Martech roadmap, prioritizing integrations, enhancements, and new capabilities. Partner with IT and vendor teams to ensure successful implementation and adoption of Martech solutions. Drive alignment between platforms (CRM, automation, analytics, web/app, etc.) to enable connected experiences.Implement continuous improvement processes to enhance customer products and deliver exceptional customer experiences
* Cross-Functional Strategy & AlignmentServe as a strategic bridge between marketing, digital, CX, IT, and analytics teams to ensure a unified approach to customer experience initiatives. Align Martech and CX initiatives with enterprise priorities and business goals. Support audience segmentation, personalization, and targeting strategies. Influence stakeholders and drive adoption of new processes, tools, and frameworks
* Operational Excellence & EnablementDevelop scalable processes, frameworks, and best practices for CX and Martech initiatives. Improve workflows across teams to enhance efficiency, collaboration, and consistency. Support governance of tools, data, and processes to ensure long-term sustainability. Provide guidance and thought leadership to internal teams on CX and Martech best practices
* Project ManagementOversight (and hands-on maintenance as directed) of websites, apps, email marketing, SMS, SEO, CRM systems, marketing automation tools, analytics and systems/toolsets integrated with digital marketing initiatives.Maintain thorough/shared records of CNDC-owned domains, relevant credentials for all CNDC websites/social channels, internal & external tools/systems used by CNDC Brand, etc.Responsible for project management duties as assigned.
* Vendor RelationsServe as point of contact with key vendors and internal clients, collaborating on Martech and CX initiatives.Support contract discussions, performance evaluation, and ongoing optimization of vendor relationships.
* Budget ManagementPrepare annual department budget detail and provide periodic financial reports related to digital efforts and vendors.Streamline billing processes between digital vendors and CNDC businesses.Liaise with internal team members to coordinate POs, invoices and contracts
* Industry Expertise Stay current on emerging martech tools, CX trends, regulatory issues, SEO/ SEM, email, SMS, social media, digital media, etc.Foster a culture of innovation by encouraging cross-functional teams to explore new ideas, technologies and methodologies. Identify opportunities to test and implement new marketing technologies and approaches.Continuously refine strategies, tools, and processes to improve performance and scalability
* Performance Tracking and InsightsEstablish and standardize measurement frameworks (e.g., MMM, ROI, attribution, funnel metrics) across marketing efforts. Define KPIs and success metrics aligned to business objectives and customer lifecycle stages. Ensure consistent tracking, reporting, and data integrity across platforms and campaigns. Translate performance data into actionable insights and strategic recommendations. Partner with media, digital, and analytics teams to connect performance across channels.Perform all other duties as assigned.

Competencies:
Essential:
* Ability to collaborate with and or coordinate efforts of others (e.g. cross-functional teams)
* Ability to adapt to new technological environments
* Ability to prepare clear and concise role-specific reports
* Ability to accept criticism and constructive feedback
* Ensures compliance
* Ability to maintain a high level of confidentiality in all matters
* Resolves conflicts among personnel, projects and schedules
* Delegates to appropriate personnel and follows-up to ensure required results and standards are met
* Must be detail-oriented
* Must be self-motivated
* Ability to work independently
* Honesty, truthfulness, reliability, accountability
* Able to read, understand, apply, and retain knowledge of Chickasaw Nation, departmental, divisional and all other rules, regulations, policies, procedures and guidelines
* Knowledge of industry best practices
* Basic project management skills, including communication, scope, and schedules
* Understanding of business fundamentals, processes, and documentation
* Ability to choose solutions to challenges and make informed decisions by collecting relevant information and data and considering multiple viewpoints, cost-benefit, core values, etc.
* Establishes professional working relationships as appropriate
* Ability to plan, organize and follow through on assignments
* Interpersonal skills to motivate, investigate, inspire
* Ability to write clearly, concisely, and accurately (e.g. Reports, business correspondence, and procedure manuals demonstrating logic focus, critical thinking, and clarity with a diverse group of people, including employees, clients, general public, outside entities, administrative staff, and co-workers)

Skills:
Essential:
* Possess strong skills in modern office procedure and business etiquette
* Must be flexible and be able to adapt to last minute changes
* Skilled in operating a computer and/or other equipment related to specific role (i.e. automated currency counters, calculator, projector, binding machine, other related office equipment)
* Excellent Phone Skills

Experience:
Essential:
* 10 years directly related experience

Education:
Essential:
* Bachelors of Business

Credentials:
Essential:
* Standard Driver's License
* Gaming license or permit as required by assigned position
* Pass gaming background check

Working Conditions:
Essential:
* Mix of office/non-office settings
* May work where cigarette smoking occurs
* Travels up to 25%
* Sitting up to 75% of shift
* Standing up to 75% of shift
* Walking up to 50% of shift
* Hand-eye coordination, reach and grasp
* Listening and hearing ability
* Visual acuity for detail, distance, color, depth perception
* Sometimes lift and or carry up to 15 lbs
* Pass pre-employment drug test

Training
*It is the responsibility of each employee to attend required training for their position or profession as determined by their line of support (LOS) or the leadership of the Chickasaw Nation. It is the responsibility of those who supervise, manage or otherwise lead employees or teams to ensure each employee has access to and receives all required training.