Manager, Customer Engagement

Overview

At PGA TOUR Superstore, we’re always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As one of the fastest growing specialty retailers, we’re dedicated to hiring selfless team players from different backgrounds to influence the growth of our organization. Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates – driven by our vision to inspire people through golf and tennis.

Position Summary

We are looking for a Manager, Customer Engagement, responsible for supporting and enhancing customer-centric initiatives that foster brand loyalty, improve customer experience, increase customer lifetime value, and drive store traffic. They bring national in-store programs aimed at driving customer engagement to life and partner with a cross-functional team to ensure they perform and evolve as needed. They will be the connection point between our stores and the Marketing team, offering direction and support on how national brand campaigns come to life in stores throughout the year and during key selling periods. They will also provide data-driven insights and ideas to drive business locally. Additionally, they will support all grand opening executions, collaborating with cross-functional teams to set up the store management team for marketing success before, during, and after their grand opening weekend. The Manager, Customer Engagement, reports directly to the Director, Customer Engagement.

Duties and Responsibilities:

• Support Activations: Assist in executing local grand openings and national activations, ensuring seamless coordination and successful customer engagement strategies.

• Budget and Performance Management: Lead budget oversight and management for all customer engagement initiatives. Track, analyze, and optimize engagement strategies to maximize ROI.

• Data-Driven Innovation: Serve as the team data lead. Leverage performance metrics and customer insights to bring thought leadership to the Manager and Operation.

• Store Marketing Consultation: Serve as the primary point of contact for store teams, ensuring General Managers and store leadership are supported with localized marketing resources and strategies to drive foot traffic, customer engagement, and sales performance in key markets.

• Feedback Integration: Act as a liaison to ensure store team ideas, feedback, and suggestions are heard, considered, and implemented appropriately in national and local engagement strategies.

• Grand Opening Marketing Support: Partner with store operations, media, public relations, and marketing peers to execute local awareness campaigns, partnerships, and activations before, during, and after new store grand openings.

• Cross-Functional Collaboration: Work closely with merchandising, operations, IT, and other internal teams to ensure alignment and consistency in all customer engagement efforts.

Qualifications and Skills Required:

• Education: Bachelor’s degree from a four-year college/university or equivalent experience.

• Experience: 5-7 years of experience in multi-unit field marketing, customer engagement, or retail marketing roles. Passion for golf or tennis is highly desired.

• Communication: Strong written and verbal communication skills with the ability to adapt messages for various audiences and influence decision-making through insights and recommendations.

• Leadership: Experience leading projects and cross-functional initiatives, with a proven ability to foster collaboration and innovation.

• Analytical Skills: Strong strategic and analytical abilities with a focus on leveraging data for decision-making and business growth. Experience in managing budgets and forecasting business needs.

• Flexibility: A positive, enthusiastic attitude with excellent collaboration and adaptability skills.

• Technology: Proficiency in Microsoft Office Suite (including MS Teams), data visualization tools, and CRM platforms.

• Organization: Strong multi-tasking skills and ability to manage competing priorities across multiple store locations.

• Retail Flexibility: Must be able to accommodate a flexible retail schedule (including nights, weekends, and holidays) and travel for business, including overnight trips.

Work Environment and Physical Requirements: 

• Must be able to stand and/or sit for extended periods of time as the job is completed primarily at a desk each day. Variable desk heights are offered so alternatively sitting and/or standing at the desk is optional. 

• Flexibility to work extended and varied hours as needed.

Travel:

• Up to 30% of travel is required.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

PGA TOUR Superstores is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.