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Global Client Services Client Experience Leader
NBC Universal
Universal City, CA, United States
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About Us
NBCUniversal is one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news, and information to a global audience. NBCUniversal owns and operates a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, and world-renowned theme parks. NBCUniversal’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
Responsibilities
Summary:
As part of the Global Client Services team, the Client Experience Leader will represent all aspects of media, communications, planning and methodology in collaboration with cross-functional team members to deliver a robust customer experience across all products and services.
Responsibilities:
• Plan, execute and manage implementation activities associated with evolving the Global Client Services Organization and bringing awareness and visibility to the Business Technology Groups and associated clients.
• Develop and implement the client view for our Services and Product offerings including content and strategy for Service Delivery
• Lead and consult on products and services strategies; guides, researches, and writes
• Produces various types of content to expand awareness and accessibility to Global Client Services’ products and services
• Highlight internal expertise and promote service delivery awareness
• Collaborate with various stakeholders including service owners, delivery managers, and subject matter experts
• Design, implement and improve ongoing internal communications campaigns and strategies in support of organizational goals.
Additional Responsibilities:
• Manages Visual Design and Client Experience for products, communications and services for the Global Client Services Organization
• Manage all aspects of marketing (content, communications, product) used to generate, distribute, and report on Service updates.
• Build and manage a rich content/editorial calendar to bring awareness and accessibility to Service Delivery updates and services (e.g., blog posts, newsletters, Intranet Presence, Wave, SharePoint, reports, webinars, info graphics, etc.).
• Develop Business Communications (Roadshows) and interfacing with businesses. In some cases, interfacing as the proxy to the Business.
• Together with the Service Owners, educate both internal Information Technology team stakeholders and BTG’s about our products and services.
• Create product content (e.g. sales enablement documentation, case studies, product videos, Websites, demos) to sell our story and the benefits of our products and services.
• Measure and communicate our customers’ journey as they use our products and services to operationalize improvements (e.g. customer ROI).
STRATEGY
• Packaging: create, socialize and execute packaging strategies that leverage NBCUniversal’s Global Client Services Organization.
• Products: collaborate with the Service Owners to promote awareness to the business on new emerging opportunities around key product offerings
• Internal Communication/Facilitation: Work with the Manager of Technology Special Programs to be a point of contact for inbound NBCU Service Delivery requests and liaise with all appropriate internal groups (Service Delivery) to facilitate efficient and transparent communication
• Educate internal constituents on Global Client Services strategy and drive top of mind awareness within the BTGs.
Qualifications/Requirements
QUALIFICATIONS
• Minimum 4 years of marketing-related experience at an agency, media company or sales organization, where the individual participated in presentation, creative and promotions development
• Aptitude and direct experience in developing Information Technology sponsorships or Marketing Solutions
• Bachelor’s Degree
ELIGIBILITY REQUIREMENTS
• BA/BS or graduate degree in design, communications, marketing or related field.
• More than seven years of experience in communications or marketing, to include experience producing content for the web and building audiences.
• Excellent communicator and creative thinker, with an ability to use data to inform all decisions.
• Exceptional writer skilled in creating, editing and promoting written and visual content.
• Strong analytical skills and experience with reporting and data analysis, and a desire to improve processes.
• Ability to manage multiple projects at the same time in a fast paced environment.
• A passion and strong understanding of the industry and our business' mission.
• Professional, cooperative and positive attitude.
• Drive to learn, develop skills and grow as a professional.
• Agile, resourceful and thoughtful.
DESIRED CHARACTERISTICS:
• Solutions-oriented thinker who can operate within a large organization and has a proven ability to get things done while managing multiple projects simultaneously
• Robust understanding of advertising within all platforms of the Information Technology space
• Strong organizational, project management, analytical and research related skills
• Familiarity with the development and execution of promotions
• Understanding of the creative development process
• Knowledge of media marketing, the sales process and media in general
• Understanding of the promotion development and execution process and experience executing promotions
• Detail oriented with positive energy
• Strong interpersonal skills - with the ability to work with interdepartmental teams and external clients
• Thorough knowledge of Microsoft Word, PowerPoint, Excel, and Adobe Creative Suite
• The ideal candidate is one whom others see as humble, transparent, intelligent, honest, confident, creative, passionate, and someone who possesses a strong ability to get things done; and who has been described as focused and entrepreneurial, with great follow-through and attention to detail. Someone who exhibits character, and presence without arrogance, while also being highly credible both internally with the team and externally with customers will be an excellent fit.