Position Summary

This is a brand new role within the department. The role is required to set up a roadmap for strategy planning & development including defining roles and responsibilities between stakeholders as well as securing the budget for various service marketing related activities at Europe level to support and facilitate jointly initiated ones from Branding framework to Promotional campaign to Service event etc..

Role and Responsibilities

What will this role achieve?

This is a brand new role within the department. The role is required to set up a roadmap for strategy planning & development including defining roles and responsibilities between stakeholders as well as securing the budget for various service marketing related activities at Europe level to support and facilitate jointly initiated ones from Branding framework to Promotional campaign to Service event etc..

• Smooth and robust end to end planning and delivery of service marketing tasks/projects
• Consistent approach to Service Marketing project management as well as operational support 
• Reduce duplication of effort and financial investment as much as possible across the functions and divisions within CX Team, ECSO and European Subsidiaries  
• Drive phenomenal collaboration towards the common goal of improving customer’s awareness of what’s available for them in terms of service offers during the product lifecycle to increase retention and loyalty  
• Stabilise post launch process, success measures and reporting structure  
• Provide overall support for the service marketing development roadmap 

What will be your key deliverables?

Support the new service marketing framework and roadmap according to the agreed plan, budget and timeline in collaboration with various stakeholders across functionally and divisionally.

Facilitate and lead the progress of the planning and development of tasks/projects assigned for new initiatives on new customer channel & touch points and to build required toolkit on the existing framework or guideline at Europe level. This involves micro/macro task/project management, progress reporting and presenting risks and contingency for the tasks/projects as well as the drawing out of potential new tasks/projects needed to deliver on the overall goal.

You will design detailed plans/briefs for each required service marketing task/project so they can be well prepared and implemented in Europe level or local level. For the continuous innovation and operational excellence this role needs to make sure that the followings are well prepared jointly.

• Define and drive consistent and high-quality strategic service marketing plans/campaigns across European customer touch points:
   - Initial research and planning on requirements
   - Agreed budget
   - Defined Roles & Responsibilities
   - Stakeholders’ engagement, communication & tracking: progress, follow up & support
   - Defined and agreed SLA and metrics for development as well as operation
   - Required task/project plan and timeline
   - Leading the Service Marketing Roadmap forward
   - Stakeholder meetings, tracking the budget and partner sign-off management
   - Quality check for the deliverables & outcomes
   - Further improvement to be analysed after the deployment & implementation
   - Agreed return on investment follow up with clear business case development  
• Work with ECSO, Marketing, HQ and Subsidiaries to align all service marketing activity
• Create and manage a Service Marketing Calendar which tracks both local/pan Europe and reactive/proactive activity
• Build robust service marketing plans/campaigns to meet the objectives of the service offers by reaching out to the target audience.
• Develop and track the performance of campaigns and report back against KPIs.
• Adhere to, maintain, develop and share Service Brand Guidelines and best practices.
• Collate and consolidate all service marketing assets in the SMC asset management tool.
• Deliver the created framework and review yearly basis

What do we need for this role?

• Phenomenal written and verbal communication skills; highly organised  
• Proven project planning, partner management and various B2B2C marketing management experience  
• Enthusiastic, positive and champion for change looking for new ways of working and creative ideas 
• Ability to work in a dynamic environment and to tight deadlines  
• Resilient and result driven to meet the required deadlines
• Technical savvy and understanding to unpick complex problems  
• Extra languages are desirable as you will be working across European subsidiaries  
• Budget management, negotiation and analytical skills
• Ideally some experience in customer service ideology and CX best practice

What does success look like?

• Pan Europe Service Branding / Campaign / Service Marketing Strategy / Budget Planning and Controlling process / ROI and impact evaluation after Execution in Europe or local market / Budget approval for ECSO / Subsidiaries
• Flagship / Strategic Service Marketing campaign process for all product categories
• Driving greater collaboration cross international & local as well as internal & external teams between functions and divisions; in turn raising the profile of customer experience across Europe for better retention
• Delivery of comprehensive service marketing campaign roadmap and initiative
• Able to negotiate with wider partners group
• Defining Roles & Responsibilities to draw out the SLA and important metrics accordingly
• Setting a realistic goal in order to track return on investment and project output
• Delivery of the agreed outputs, performance and return on investments

Skills and Qualifications

• Has a wide range of experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways

• Works on complex issues where analyzing situations or data requires an in-depth evaluation of variables. Exercises judgement in selecting methods, techniques and evaluation criteria to obtain results. Determines methods and procedures on new assignments and coordinates other's tasks

• May manage a group such as coordinating activities regarding costs, methods and staffing

• Typically requires at least 8 years of related experience and a Bachelor's degree in any academic discipline; or 6 years and a Master's degree in any academic discipline; or a PhD with 3 years in any academic discipline