Customer Experience Ambassador

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description The B2B Analytics and Program Manager works closely with the industry manager to support data-informed decision-making for smooth transitions and heightened industry strategies and campaigns. They offer actionable insights to optimize marketing endeavors, ensuring they're precise, rooted, and effective; as well as facilitate universal access to and comprehension of big data analytics, democratizing its utilization across the organization.

Duties and Responsibilities

1. Data Analytics and Insights

a. Design and implement data-driven strategies to support program objectives. Drive the generation of data analytics and insights from various sources, including internal data, industry reports, market research, customer interviews, and external data subscriptions.

b. Analyze complex data sets to identify trends, insights, and opportunities for improvement. Leverage data analytics to understand customer behavior, identify market trends, and uncover growth opportunities, informing product development and go-to-market strategies.

i. Lead the analysis and synthesis of data to provide actionable insights to internal stakeholders, primarily Sales and Segment Marketing, enabling the formulation of effective marketing strategies.

ii. Analyze competitive data with a forward-looking approach to derive critical insights that influence marketing and sales programs.

iii. Integrate competitive information with internal data and external market research to develop comprehensive customer value propositions.

c. Develop and maintain dashboards and reporting tools to track key performance indicators (KPIs).

d. Provide actionable recommendations based on data analysis to optimize program outcomes.

e. Continuously monitor industry trends and the competitive landscape to identify key performance indicators and market dynamics.

2. Programs Management

a. Lead the planning, execution, and closure of strategic programs and projects.

i. Recommend and develop segment-specific marketing programs, providing the sales organization with the necessary information, content, and tools to effectively engage clients throughout the buying process, in collaboration with Segment Marketing, Product Marketing, and Brand Communications.

ii. Formulate industry-specific use cases and enablement materials by leveraging market insights and business intelligence, enhancing the communication and sales of products/solutions.

b. Coordinate cross-functional teams to ensure project milestones are met.

i. Collaborate closely with Segment/Product Marketing and Branding/Communications teams to conceptualize and implement sales enablement tools and materials.

ii. Execute special enablement initiatives identified by Management through efficient program management, ensuring timely project delivery and seamless coordination with key support teams.

iii. Organize and lead internal learning sessions for Sales and other stakeholders to deepen their understanding of relevant industry technologies, trends, and practices.

c. Develop detailed project plans, including timelines, resource allocation, and budget management.

d. Monitor program performance and implement corrective actions as needed.

e. Prepare and present program status reports to senior management.

3. Go-to-Market Strategies

a. Act as the go-to-market lead for marketing pipeline conversion, developing industry-specific strategies and programs to drive opportunities from Interest to Sign-up.

b. Establish industry snapshots and landscape profiles using market insights and business intelligence data.

c. Review business and industry performance, analyzing data and insights to identify demand and growth opportunities.

d. Recommend the brand's positioning in relation to target markets and product/solutions focus, aligning with overall industry strategy.

e. Conceptualize and execute effective go-to-market programs in collaboration with Segment Manager, ensuring alignment with overall industry strategy to progress leads and drive business gains.

f. Plan program execution, identifying necessary work plans, processes, budgets, and implementation guidelines, and ensuring timely execution, monitoring, and post-mortem reporting.

g. Lead the implementation of go-to-market programs according to the approved work plan, negotiating and aligning with external parties (vendors, suppliers, partners, customers) as needed.

h. Communicate programs effectively to Sales and other internal stakeholders, ensuring alignment and seamless implementation.

i. Review and approve internal and external communication materials (e.g., PR, ICON) to align with overall go-to-market strategies.

j. Identify actionable insights and capture leads generated from Awareness programs to measure success.

k. Develop and recommend segment marketing plans for enterprise business, products, and services, redefining value propositions across industry verticals.

4. Stakeholder Engagement and Collaboration

a. Build and maintain high-level relationships with critical stakeholders, industry organizations, partners, and governing institutions to facilitate insights generation, business opportunities, and collaborative go-to-market programs.

b. Provide strong support to Sales counterparts through constant engagement and collaboration, ensuring the fulfillment of go-to-market plans and programs.

c. Participate in select critical customer engagement and account-level activities as required.

5. Continuous Improvement and Development

a. Identify and implement process improvements to enhance efficiency and effectiveness of program management.

b. Stay current with industry best practices and emerging trends in program management and data analytics.

c. Lead initiatives to standardize and streamline program management processes across the organization.

d. Actively participate in industry engagements, events, and customer immersions to stay abreast of industry trends and developments.

Top 3-5 Deliverables

1. Marketing effectiveness dashboards & insights

● Weekly and Monthly Performance Report

● Data Quality and Governance

● Adhoc reports from COEs or cross-functional groups

2. Market Insights and Industry Trends

● Supports Mid-year and Annual Execution Planning

● Customer Immersion (Internal and External)

3. Supports Win-Loss Analysis

4. Innovation and Process Improvement

● Collaboration and Cross-Functional Coordination

● Budget and Resource Management

● Benchmarking and Performance Metrics

KPI's

● Acqui GSR

● Brand Score Card

● Acqui Count (New Core and/or ICT Customer and new ICT Customer from base)

● A&P Optimization

● Project Timeliness and Quality/ Impact

Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

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