Customer Online Experience Manager (Morrisville, NC)

Provides technical guidance to the business in area of expertise. Understands how areas within departments integrate to drive functional or business unit objectives. Provides some input on technical direction and strategy, but focus is on resolving conceptual problems through the application of technical experience. May handle some day-to-day management responsibilities, but mainly coordinates work through project management.

Full management responsibilities. In addition to people management responsibilities, will have responsibility for their department's resources, short-term planning, and budget.

Key Responsibilities

• Develop, plan and execute cross-discipline / cross-functional programs that effectively deploy marketing processes for multiple complex projects/assignments (e.g. meeting group/category, business unit, geography/region, cross-unit (brand/industry), offering/solution or customer set business objectives)
• Lead the effective deployment and enablement of marketing tools and marketing infrastructure
• Apply subject matter expertise to all aspects of marketing operations
• Develop requirements for appropriate measurement systems to collect and report established marketing metrics and actions; drive their implementation and ensure operational linkages with appropriate functions
• Manage all activities associated with skills development (assessment and program deployment) across the marketing disciplines
• Develop and execute programs that establish and nurture a strong marketing community across marketing disciplines; develop new or manage established programs to include information sharing, ongoing communications, recognition programs, community events
• Develop requirements for Marketing organization models, structure and management systems; ensure they drive business/marketing strategies, business goals and operational efficiencies
• Develop recommendations for policies and practices which would provide guidance to sales, services and channel units management teams regarding assigned activities
• Analyze requirements of complex business and marketing problems and programs which are related to meeting the objectives of the marketing operations function
• Use sound judgment in recommending solutions
• Assess opportunities to address issues; determine their impact and recommend new procedures/practices to resolve issues
• Drive the implementation of appropriate measurement systems for the collection/reporting of defined marketing metrics and actions; ensure their operational linkage with appropriate business functions
• Has considerable latitude to define and decide which courses of action should be taken when defining and delivering all marketing operations activities, plans and programs
• Provide advice and counsel to management and lower-level professionals within the unit
• Provide direction to all functions in the unit on marketing operations related issues
• Provides guidance to other professionals on designing and developing marketing-related activities
• Negotiates at the executive level to obtain agreement concerning the delivery of marketing operations programs as well as for resource requirements
• Influence executive mgmt when addressing complex issues

Basic Qualifications:

• Bachelor's degree in Business, Computer Science, Operations, Marketing, or a related field (Master's degree a plus)
• 12+ years in B2B sales, sales enablement, digital transformation, or related roles
• A minimum of 3 years of management experience

Preferred Qualifications:

• Direct experience with CRM platforms, and e-commerce platforms
• Proven ability to analyze sales processes and data to drive meaningful improvements
• Track record of managing cross-functional initiatives and collaborating with diverse teams
• Deep understanding of B2B sales processes and the digital tools that enable them
• Demonstrated ability to take initiative, identify opportunities, and drive improvements with minimal direction
• Strong communication and stakeholder management skills - comfortable presenting to customers, sales teams and executives
• Analytical mindset with project management experience
• Customer-centric approach to process design and functional enhancement
• Curious and adaptable, thriving in an environment with many opportunities