Job Description

Responsibilities:

• Excellent employment opportunity for a Omnichannel Solution Owner in the Wilmington, DE area.
• As part of the Global Omnichannel Delivery team within GBS Commercial Operations, the Omnichannel Solution Owner (SO) is the digital marketing operations delivery subject matter expert and is responsible for leading the implementation of digital campaigns that support the brand’s strategic marketing plans.
• In this role, you will be the liaison between the Brand Strategy and Technical/Operational Delivery teams, which requires a strong understanding of both the business marketing strategy and the cross-functional processes that drive development.
• The Solution Owner understands how marketing technology is leveraged to create omnichannel customer engagement experiences and works closely with Commercial and Strategic stakeholders, as well as Operations and IT teams to ensure the successful launch of an omnichannel campaign.
• The Solution Owner must be ready to work independently on challenging initiatives, demonstrate respect for their peers, and have the courage to stand-up for doing the right thing.
• The successful candidate must be capable of providing direction to those that do not report to them and tap into their expertise and experience to influence decisions.
• At the same, they must listen and stay open-minded as it relates to the input of others and ultimately foster a collaborative environment while working in a flexible manner across business and technical teams to deliver solutions.
• Transform Marketer’s objectives and the customer experience they seek to enable into actionable business requirements for Content and Omnichannel Delivery Teams.
• Leverage subject matter expertise associated with the Company marketing and technology platforms and associated delivery processes to advise on how shifts in requirements or delivery approach may impact the customer experience and/or delivery timelines, costs, and risks
• Partner with cross-functional resources, Channel Experience Leads, and brand stakeholders on continuous improvement projects to drive E2E process operational excellence.
• Connect and drive strong collaboration among delivery resources that are highly specialized in a variety of tools and services associated with omnichannel campaign delivery including web development, content production, data tagging, email automation, CDP (Customer Data Platform) configuration, Sales CRM Platforms, and QA/Reporting.
• Establish and maintain relationships with the company IT subject matter experts across respective omnichannel tools and platforms and leverage those relationships when advanced expertise is required to assess development feasibility of enabling proposed customer experiences and scaling solutions.
• Advise and collaborate with Delivery Team Program Manager as it relates to delivery timeline planning, delivery team resource utilization, management of project dependencies, and risk mitigation plans.
• Direct internal and external activities required to setup/build and test multi/omnichannel campaigns as well as ensure synchronization with other interdependent work.
• Accountable for creating omnichannel campaign delivery business and functional requirements within the company tools (Jira, ODAT (Omnichannel Data Activation Tool), etc.) and demand capture templates, while also collaborating with and providing direction tool specific specialists, as necessary.
• Review and approve omnichannel campaign UAT plan and enable successful client demos that result in User Acceptance.
• Understand the organization’s data load process and storage retention procedures and manage data requests for omnichannel targeting and stitching.
• Collaborate regularly with delivery teams, regularly participating in the required daily and weekly delivery team meetings.
• Work with channel and platform excellence leads to scale services for use by delivery teams
• Contribute to the success of the team by supporting the onboarding of new team members, documenting standard operating procedures and ways of working to enable scalable solutions, and supporting transformation project work.

Experience:

• A minimum of 7-10 years of experience in Technical Project Management or Marketing Operations is required; Bachelor’s Degree and 5-7 years of relevant experience is preferred
• Must be highly collaborative and proactive in seeking out information and working to uncover the details necessary to setup campaigns across multiple integrated channels as well as ensure the proper tracking is in place for campaign reporting and analysis.
• Must be proactive in obtaining detailed requirements from Marketers and Strategists when the level of necessary information describing an omnichannel campaign is not provided in initial discussions.
• Client-focused, with excellent interpersonal skills, the ability to build strong relationships and communicate tactfully with business stakeholders.
• Requires extensive business acumen, and an awareness for how Marketers seek to create customer-centric omnichannel experiences for their customers.
• Strong knowledge of digital channels including Websites, CRM Emails, CDPs, etc.

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