Senior Digital Platforms Manager

Role: Senior Digital Platform Manager

Day rate: Up to £550

Contract length: 6 month initial

Location: Surrey

In 2017, the client selected Adobe to be the strategic platform and as part of the ‘CDM’ (Customer Data driven Marketing) initiative, laid the foundation for business growth and deliver a step change in how marketing engage with its customers across all digital touch points.

You will own the team responsible for the digital platforms, development and delivery of all digital CDM platforms across Europe. Platforms include Adobe Marketing Cloud – Campaign and Audience Manager and internal platforms (mainly developed in Microsoft technologies).

The current Adobe Platform currently holds 100m+ customers on the CDM database, engaging customers via email, push notification and website personalisation. For flagship launches over 10m+ emails are sent from the CDM platform daily.

You will be responsible for the roadmaps for the platforms, ultimately prioritising and guiding maintenance of all platforms. This includes the bespoke CRM & promotional tools used across Europe as well as the new Digital Platforms identified in the growth plan (e.g. web, mobile, adobe, ecommerce, B2B, retail, big data platform, analytics).

Additionally you will work within a multi-vendor framework, including the Europe Office CDM team, SDSE (Samsung SDS – a global software solutions and IT services company), HQ delivery teams, and specialist delivery partners and agencies.

You will be part of a virtual team size of over 50+ colleagues (150+ when including HQ teams). The teams are co-located with Samsung teams. Key contact are 5 Technical Delivery Managers in SDSE (2) and HQ CDM, Samsung Account and HQ BDP (Big Data Platform) teams (3).

What will be your key deliverables?

• All CDM DB Engagement;
• Increase the engagement from our customer base to increase retention, loyalty, average basket value and therefore sales;
• Grow opt in for CDM Database;
• CDM Platform Exploitation/Enhancement;
• Enhance and integrate Adobe products and loyalty platform to drive customer data driven marketing activities;
• Launch flagship products/campaigns on CDM platform, driving pre-registrations and pre-order sales;
• Roll-out Adobe products such as DMP to subsidiaries to improve their marketing capability and target customers/provide relevant and personalised communications;
• CDM Platform Operations;
• High availability of the platform (99.5%).

Your key responsibilities:

• You will own all digital CDM platforms across Europe including Adobe Campaign, Audience Manager and SAP HANA Database which has been identified as a strategic investment area and is a critical system used by all 31 markets;
• You will lead all aspects of technical operations, ensuring the platform is fit for purpose for key marketing activities such as flagship product launches
• You will define and deliver digital platform strategy to increase sales through customer retention (NPS and monthly active users);
• You will own the roadmap and architecture of the platform, to ensure it meets today’s and future business needs.
• Bring to life our portfolio of projects that introduce new platforms/capability and enhance existing platforms that deliver business return on investment;
• You will manage our supplier relationship with external agencies (key supplier that provides application and hardware support) and HQ technical delivery teams (e.g. Big Data Platform team) ensuring all SLAs (e.g. availability, system performance) are met and improved upon;
• GDPR, e-privacy and compliance: To ensure awareness and compliance of self, team, processes and platforms with the rules and requirements of relevant legal/regulatory/risk management frameworks;
• Budget – $4m approx.

What do we need for this role?

Essential:

• A strong application development and support background preferably gained in a marketing environment with a high transactional volume environment, leading a team of managers;
• Experience and knowledge of enterprise marketing platforms including Adobe Marketing Cloud (Adobe Campaign and DMP) or similar MarTec platforms;
• Experience in supplier management and ability to drive improved SLAs;
• Strong stakeholder management experience, gained in a complex, matrix organisation preferably at European level;
• You will be able to deliver multi-disciplined software development and API/integration projects;
• You will have experience in building new products/propositions using customer data driven marketing techniques and working with Insight teams;
• You will be comfortable in presenting and communicating to colleagues at all levels;
• You will have the ability to work in a fast paced, high pressured environment with high levels of ambiguity;
• You will be confident in delivering through others and work without a ‘power base’.

Desired:

• Ideally we’re looking for someone with a background in a large organisation with a big brand;
• The ability to speak other languages would be an advantage;
• Experience in working within an Asian company would be an advantage;
• AGILE certified/qualified or similar new project management methodology;
• ITIL / DEVOPS certified/qualified or similar operations development methodology;
• Architecture qualification (e.g. TOGAF) or experience in enterprise/solution architecture.

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