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Senior Director, CDT
Internet Industry Company
Gilbert, AZ, United States
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Description
Position at Company
Job Description
Job Title: Senior Director, CDT
Job Code:
Department: C3 CDT
Reports To: Christine Cross
FLSA Status: Exempt
EEO Code:
Position Purpose:
The Senior Director, CDT is a highly-visible, critical role to Company and the entire C3 organization. As a senior leader, this role is focused on optimizing global Customer Development (CDT) outbound operations, tools and marketing/campaign strategy. This role reports directly to the VP, CDT and is directly responsible for the underlying operations of the 350+ global Customer Development Team (CDT). This person is a key member of CDT, C3 and Company leadership partnering to serve our 15 million customers (and prospects) and deliver significant top-line contribution and y/y growth.
No.
Essential Duties and Primary Accountabilities: Listing of the major functions of the role including percentage of time allocated to each function. Should include all duties required to complete the job.
% of time
1Manage and continually optimize entire CDT campaign and lead management strategy including test (new) campaign team/process, lead generation/management and broad ongoing campaigns for global CDT operations. Partner with lifecycle marketing, product, regional, colleague C3 groups, business intelligence, and product marketing teams to identify and execute campaigns, lead share/management and contact strategy.
25%
2Manage and direct staff of 7 -10 direct reports including, but not limited to: (1) Project Manager; (2) Dialer Manager and Analyst; (3) Campaign Test Team; (4) Analyst/data scientist/general program manager; and (5) CDT coaches.
25%
3Manage CDT tool-set (CRM, PipeDrive, Telecom, Dialer systems) and partner with service readiness, marketing and development to deliver tool/systems improvements that provide customer insights (digital data, lead management/tracking and sales performance dashboards, which will allow more efficient, consultative conversations with customers.
25%
4Design, partner and implement global processes and optimize large team programs, including but not limited to: onboarding, global CDT training, shifts/workforce, global sales support materials (repository), CDT communication/change management center, and partner (product, marketing, channel) team feedback loops.
25%Job Specifications: (essential knowledge, skills and abilities)
1. Education/Certifications
• Bachelor’s degree and/or equivalent work experience required
• MBA preferred
1. Work related experience
• Demonstrated track record of delivering results at scale – both financial growth and process/implementation. Ability to achieve specific results regarding sales, operations and service expectations.
• An exceptional ability to engage, partner and maintain the confidence of stakeholders across a global, matrixed organization to influence and drive outcomes.
• An independent, self-starting leader that thinks holistically about Company's objectives. Able to work cross functionally and deliver results without a high degree of direction.
• Strong analytical, diagnostic, and organization skills with the ability to interpret data and adjust as needed to optimize outcomes.
• Strong ability to manage change, resolve complex issues and communicate at scale.
• Extensive knowledge of Internet technology required
• Experience working in a team environment required
• Understanding of Company’s products and services preferred
• Effective communication and strong interpersonal skills required. Must be able to articulate concepts and business needs concisely both in written and verbal form.
• Financial & Business Acumen – must provide strategic insight and oversight of operational budgets and annual goals, including department level P&L.
• Experience working in international markets preferred
• Regular and consistent physical presence in company facility required.
• Ability to remain customer service focused during all situations is essential.
1. Specialized knowledge
Product, Marketing & Campaign Strategy
• Deep understanding of general & Company product development, marketing/customer segment positioning and alignment to outbound call and contact strategies preferred.
• Relentless focus on the customer. Must be able to drive long-term customer value through optimized campaigns and teams that are aligned with our corporate strategy and customer needs.
• Broad business and product expertise with deep, unique knowledge/ability to align customer segment, product and marketing events to successful global outbound campaigns preferred.
• Experience in lifecycle engagement from product and marketing event triggered campaign creation to managing the feedback loop (from outbound calls) on segment, marketing and product experiences within an outbound call group preferred.
• Ability to develop and manage product and campaign materials (sales support) repository, including but not limited to: proof points, sales lyrics, customer follow up materials and general sales support materials required.
• Ability to optimize, tailor and simultaneously deploy/manage campaigns and programs based on global and/or regional needs required.
Operations & International
• Exceptional operations expertise – must be able to design and implement global processes and optimize large team programs, including but not limited to: onboarding, training, and shifts/workforce, campaign operations and partner team feedback loops.
• Large scale and/or large team program and change management experience required. Demonstrated ability to manage multiple (at a time) multi-task and multi-stakeholder programs. Impacts work done by immediate teams or other teams without direct reporting structure influence required.
• Ability to develop and manage comprehensive training program aimed at ongoing global CDT training needs for representatives and supervisors required.
• Prefer strong international experience delivering programs across multiple geographies simultaneously with regional partnerships/specialization as needed.
Physical and Mental Demands: These physical and mental demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Sit or stand at a desk for periods of up to four hours at a time
• Must be able to effectively communicate with internal and external customers via telephone, face to face, and email
• Able to accurately receive information through oral communication
• Able to accurately review data and figures both in hard copy and electronic formats
• Utilize a computer and telephone intermittently throughout entire shift, for periods of up to four hours at a time, and no less than 85% of the total shift time
• Able to accurately sort through data and think through issues in a time-pressured environment.
• Able to focus on a specific event or activity for up to four hours at a time without interruption
• Able to maintain a calm and collected presence while addressing the concerns of a difficult customer
• Able to accurately and quickly learn and retain new information, knowledge and skills
• Able to efficiently manage multiple projects, with varying degrees of priority, at the same time
Company is proud to be an equal opportunity employer.
When the duties and responsibilities of this position change and develop, this job description may be reviewed and is subject to change as necessary.
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Last Review Date: 1/11/20171/11/2017