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Senior Manager, eCommerce
Comcast
Philadelphia, PA, United States
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Summary
Comcast Corporation is one of the nation's leading providers of entertainment, information and communications. Comcast Corporation (Nasdaq: CMCSA) is a global media and technology company with two primary businesses Comcast Cable and NBCUniversal. Comcast Cable is the nation's largest video, high-speed Internet and phone provider to residential customers under the Xfinity brand, as well as to businesses. NBCUniversal operates 30 news and entertainment cable networks, the NBC and Telemundo broadcast networks, television production operations, television station groups, Universal Pictures and Universal Parks & Resorts. Comcast NBCUniversal is a top ten U.S. web property, with approximately 140 million unique visitors across the brands per month.
We are looking for a Senior Manager of eCommerce to own and be accountable for existing customer upgrade sales for residential xfinity. Primary focus will be on driving video upsell to internet only customers, however driving home security, home phone and mobile phone service to all product holders will also be a major focus as well. Secondarily, delivering a great experience for customers coming to the end of their promotion, retaining the customer relationship & product holdings, will be of equal importance. This individual will have 2 direct reports and will collaborate and work across the organization (DCOE partners, Division leadership, legal, finance, Product and design teams as needed). In a matrixed environment, lead through influence and personal leadership, building consensus and buy-in on deliverables and overall plan to drive sales. This role will support the VP, e-commerce as well as Division marketing partners.
Essential Duties & Responsibilities:
-Overall responsibility for existing customer sales for the DCOE. This role will have a sales budget and be expected to develop and execute marketing & promotional plans to achieve monthly goals. Overall responsibility to 'tell the story' on upgrades
-Ownership of optimization of results and customer experience. Drive test & learn strategies to yield incremental improvements.
-Works with division partners as DCOE lead for existing customer upsell, leading efforts with analytics teams to understand and report on sales trends, upsell journeys, offer utilization and trends, etc.
-Develops promotional calendar for use throughout DCOE. Partners with DCOE marketing team in development of a comprehensive calendar.
-Relationship management of 3rd parties including SOW & PO management as needed
-Partners with Analytics and Insights team to develop new dashboards and reporting insights to drive better understanding of the underlying business performance. Staying close to the data, numbers and performance is critical to success.
-Leads identification of new sales opportunities to drive sales conversion. Develops business cases for new offers & incentives.
-Oversees the communication of sales activities to key stakeholders on the sales performance relative to YOY and vs budget trends. Supports senior leadership communications
-Consistent exercise of independent judgment and discretion in matters of significance.
-Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary. Travel expected.
-Other duties and responsibilities as assigned.
Requirements:
• Proven experience in driving existing customer sales, CRM, etc.
• Ecommerce or direct marketing experience strongly preferred
• Self Starter with ability to manage independently as if it were their own business
• Experience in subscription marketing or cable/telecommunications.
• Outstanding leadership and organizational skills with proven problem-solving and collaboration abilities.
• Excellent communication skills (written and verbal).
• Strong quantitative, analytical, and problem-solving skills. Expected to know the numbers.
• Candidate must have demonstrated experience interacting with all levels from agent to management.
• Strong attention to details coupled with the ability to aggressively manage deadlines and goals.
• Ability to handle ambiguity, juggle many tasks at once and quickly shift from one situation or task to another.
Education Level- Bachelor's Degree or Equivalent
Years of Experience- Generally requires 10+ years of related experience.
Key Competencies:
• Build Relationships: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the organization.
• Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques. Develop new and unique ways to improve operations of the organization and to create new opportunities.
• Focus on Client Needs: Anticipate, understand, and respond to the needs of internal and external clients to meet or exceed their expectations within the organizational parameters.
• Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
• Lead: Positively influence others to achieve results that are in the best interest of the organization.
• Make Decisions: Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization. Set priorities, develop a work schedule, progress towards goals, and track details, data, information and activities. Determine strategies to move the organization forward, set goals, create and implement actions plans, and evaluate the process and results.
• Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.
• Risk Management: Identify and assess potential risks, define magnitude and appropriate mitigation plan including appropriate communication to key stakeholders.
• Behave Ethically: Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization
Disclaimer: The above information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Comcast is an EOE/Veterans/Disabled/LGBT employer