Digital Service Manager
The Digital Services Manager is responsible for managing the Digital Services demand and partner relationship with one or more of our business groups or markets. He/she represents the full Digital Services portfolio in line with the global Digital Services strategy and aligns on regular basis like the Business Review Meetings with the business stakeholders on performance, ways of working developments, demand etcetera.
Act as the single point of contact and build a network of Digital Services partners in order to be involved at an early stage on initiatives, projects and activities potentially requiring Digital Services involvement
Keep the stakeholders informed on Digital Services strategy, support and promote Digital Services where possible and relevant
Align and liaise with the Digital Services operations teams to manage the workload (tickets) and priorities
Pro-actively come up with suggestions for improvements and help define business cases, represent the business in global programs ensuring business specific requirements / insights are shared and work closely with the markets, business groups or functions to improve and streamline specific processes
Track and chase issues with business stakeholders
Escalation management and resolution and managing expectations of stakeholders proactively
Responsible for intake form (completeness of requirements and assets), qualitative briefing and quotation agreement. Examples of components of an End-2-end campaign are: Emails (Eloqua), landing pages (Eloqua/CQ5), promotional pages (CQ5), video’s, SEO, banners, Social)
Responsible for (campaign) advisory during requirements phase + addressing scope changes during a campaign
Responsible for campaign progress reporting + campaign closure with the stakeholders. Acts as single point of escalation for all campaign related matters.
Continuously advises on running campaigns and optimizes where required, taking into account campaign KPI dashboards.
Specific tasks for Content management
Provide end to end guidance on the content creation process
Keep track of important deliveries; ,manage business content effectiveness (quality/quantity and time to market)
Safeguard quality & consistency
Acts as the first line filter for all support covered in the DS Service Portfolio
Assists the business stakeholders with the implementation of initiatives, promotions and campaigns. Involve the DS back office/operation centers where necessary
Plans, coordinates and executes the implementation of local and global initiatives, promotions and campaigns
Shares knowledge and provides on-site training on the end to end landscape
Report on performance on agreed KPIs of Digital Services + services performed onsite
Identify and report opportunities for improving the Digital Services support
Minimal 3 years experience in digital marketing campaign design, development, execution and evaluation.
CMS Knowledge + CQ5 + Eloqua ((applied knowledge of Eloqua).
Excellent English verbal and written communication skills
Proven experience in stakeholder management
Comfortable liaising at all levels of the organisation. True cross-functional collaborator ensuring end goal is beneficial for all teams involved.
Ability to identify and creatively solve problems, make decisions and understanding the wider business.
Quality focus + Strong attention to detail
Ability to work individually on a project or in a team environment
Good MS Office skills (Word, Outlook, Excel, PowerPoint)
Experience in Omniture analytics an advantage
Client- / service-oriented
Solution- / result-oriented
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