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Brother USA · 12 hours ago

Senior Manager, Partner Experience, B2C/B2B

Bridgewater, NJ

Full-time

Hybrid

Senior Level, Lead/Staff

$145K/yr - $165K/yr

10+ years exp

Brother USA is a leading provider of home and office equipment and industrial solutions. The Senior Manager, Partner Experience, B2C/B2B leads strategy and communication initiatives to enhance relationships with the sewing dealer network, ensuring a seamless and value-driven experience across all dealer touchpoints.

Customer ServiceElectronicsPrinting

Responsibilities

Develop and manage a comprehensive communication strategy to keep dealers informed, inspired, and aligned with business priorities

Oversee all dealer-facing communication channels including the Dealer Support platform, newsletters, webinars, Brother Sews University and email platforms

Facilitate alignment meetings between Product, Sales, Marketing, and Education to coordinate messaging and priorities ensuring clarity, accuracy and brand consistency in all outbound messages

Provide clear reporting and dashboards that track engagement, satisfaction, and performance metrics

Lead the vision, optimization, and management of the Dealer Support portal, ensuring an intuitive, resource-rich, and reliable experience

Collaborate with Customer Experience Team (CXC) and Sales to implement enhancements that improve usability, accessibility, and engagement

Manage analytics to monitor usage trends, identify gaps, and continuously improve platform effectiveness

Oversee integration and consistency across dealer-facing systems (Customer Relationship Management System (CRM), Learning Management System (LMS), and other digital tools

Oversee all dealer-facing events, tradeshows, and national conferences, ensuring each initiative reinforces the partner experience strategy

Collaborate cross-functionally to manage event logistics, communications, and on-site execution that strengthens dealer engagement

Partner with CXC and product marketing to ensure cohesive messaging and impactful brand presence at trade shows

Track event ROI and implement post-event follow-up strategies that translate engagement into ongoing participation and sales momentum

Establish structured feedback channels such as dealer surveys, advisory councils, and focus groups

Analyze dealer sentiment, satisfaction (NPS), and engagement data to drive actionable business improvements

Serve as the internal advocate for the dealer community—translating feedback into strategic initiatives

Lead dealer recognition or loyalty programs that celebrate top performers and foster community connection

Partner with leadership to define the long-term vision and KPIs for the partner experience program

Develop and manage dealer onboarding programs to support new partner success and adoption of tools and resources

Collaborate with Product Marketing and Sales Education to deliver training sessions, webinars, and masterclasses that build product confidence and sales capability

Oversee the development of partner toolkits, promotional calendars, and launch playbooks to support go-to-market execution

Monitor training engagement metrics and adjust content strategies based on participation and feedback

Manage and mentor a team or cross-functional contributors to ensure high-quality execution and continuous improvement

Lead communication strategies during key business periods or sensitive events (e.g., outages, product delays, pricing changes) to ensure consistent, proactive dealer updates

Qualification

Partner MarketingEvent ManagementCRM KnowledgeAnalytical SkillsProject ManagementSewing KnowledgeCommunication SkillsLeadership SkillsAttention to Detail

Required

Bachelor's Degree (or equivalent experience) in Marketing, Communications, Business, or related field

Minimum 10 years of a combination of relevant experience spanning the following areas: Experience in partner marketing, dealer communications, event/trade show management, or customer experience

Proven success managing large-scale events, tradeshows, and digital platform initiatives

Strong leadership and project management experience

Knowledge of CRM, CMS, or communication tools (Salesforce, SharePoint, Constant Contact, etc.)

Knowledge of Partner Portal Tools / Platforms

Strong leadership and cross-functional project management skills

Exceptional written and verbal communication skills

Analytical and data-driven mindset with the ability to translate insights into strategy

Ability to build strong internal and external stakeholder relationships

Excellent attention to detail

Ability to manage large-scale events, tradeshows, and digital platform initiatives

Knowledge of sewing, crafting, and creative retail community