Senior Product Marketing Manager

MISSION

'The role is responsible for managing customer experience design processes within the organization, with the aim of ensuring the achievement of customer experience strategies and objectives. This involves coordinating with marketing and cross-functional teams to ensure alignment with broader marketing strategies and business objectives, leading the team in implementing a customer experience in line with brands identity and values and adopting an omnichannel approach. Further, the role entails assuring an effective and efficient use of resources and fostering and monitoring the implementation of new technologies. Finally, the role requires to monitor KPIs and metrics for measuring customer experience design processes effectiveness, keep up with industry trends, best practices, and emerging technologies to identify innovations in tools, techniques and processes, and reporting findings and potential areas of improvement to management.

MAIN RESPONSIBILITIES

1. Coordinates with marketing and cross-functional teams (e.g., Sales, After Sales) to ensure the customer experience processes align with defined business strategy and customer journeys;
2. Oversees the right accomplishment of the customer journey across the various touchpoints and interactions that customers have with the organization, brands, and products, adopting an integrated omnichannel approach;
3. Is responsible for the correct functioning of customer experience processes, ensuring effective and efficient use of resources within budget constraints and meeting defined deadlines;
4. Is responsible for monitoring the correct implementation of technologies, including, customer analytics tools, marketing automation platforms, chatbots and other relevant technologies, that align with customer experience objectives;
5. Ensures customer experience initiatives comply with industry-related laws, regulations and ethical standards;
6. Monitors KPIs and metrics about the customer experience objectives defined, in order to measure performances and identifying areas for improvement, proposing possible corrective actions;
7. Stays abreast with industry trends, innovations and new technologies, aiming at finding new and improved ways to enhance the customer experience.

GENERAL SKILLS

TECHNICAL COMPETENCIES

BUDGET / PEOPLE RESONSIBILITIES