Omnichannel Solution Owner

Omnichannel Solution Owner

Location: Wilmington, Delaware

Introduction to role

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 will lead 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 SO understands how marketing technology is leveraged to create omnichannel customer engagement experiences and works closely with Commercial and Strategic collaborators, as well as Operations and IT teams to ensure the successful launch of an omnichannel campaign.

Accountabilities

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. You must be capable of providing direction to those that do not report to you and tap into your expertise and experience to influence decisions. At the same time, you 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.

What You'll Do

• 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 AZ 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 partners 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 AZ IT SMEs across respective omnichannel tools and platforms and use 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 AZ tools (Jira, ODAT (Omnichannel Data Activation Tool), etc) and demand capture templates, while also collaborating with and providing direction to 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 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.

Essential Skills/Experience

• High School Diploma and 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 partners.
• Requires extensive discernment, 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.

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

Join an ambitious company that's on a mission to do more and be more. Help shape our journey towards becoming a tech-enabled enterprise. Encouraged to look to the future, think strategically, and innovate, we influence progress today. We are introducing new solutions and technology through our investment in automated processes. It's by driving greater consistency and efficiency that we will help accelerate our next chapter of growth.

If you want to make a change, this is the place to do it. Apply now!