Head of Retail & Hospitality Go to Market (GTM) AMS

The Head of Retail & Hospitality Go to Market (GTM) AMS is a specialized role that reports directly to global Retail & Hospitality industry leadership and collaborates locally with ServiceNows Americas sales teams and global core functions within the company (e.g. marketing product customer success and implementation partners) to identify and adapt ServiceNow Retail solutions for the Americas retail market. The Americas is the largest market for both ServiceNow and for Retail & Hospitality so this market focus is critical and will depend on strong awareness of industry trends regional dynamics and an understanding of Americas specific brands. This role will work closely with our Americas account teams for strategic retail and hospitality clients (both existing and potential) to develop and nurture strategic opportunities based on relevant industry solutions.  Hospitality in particular QSR restaurants and hotels are a critical and fast growing piece of this business and experience in these industry sub-verticals specifically is a must.  

This individual will serve as the primary contact for related pursuits within the Americas market engaging with senior and C-suite stakeholders enhancing our messaging communications and experiences with an industry-specific perspective and addressing their challenges and needs. The ideal candidate brings authentic industry expertise a mature and strategic viewpoint is visionary with the art of the possible is fact-based and objective in their orientation and serves as the key market Subject Matter Expert (SME) to ensure industry and local relevance. 

They will align closely with our core and solution account teams covering both Retail and Hospitality but with a strong focus on QSR restaurants hotels and grocery to develop and close strategic industry opportunities. They will leverage their existing network and build new trusted relationships with customer and partner executives collaborate with sales leaders and significantly contribute to revenue growth in our top industry accounts. 

This leader is responsible for five key areas: 

1. Customer-Focused Pipeline Development: Introducing and educating executives and senior leaders to ServiceNow through leadership and participation in industry events executive business reviews etc. Partnering with account executives and their teams to advance the customer pipeline by infusing industry expertise into account strategy. 

1. Sales-Oriented Pipeline Progression: Partnering with account executives and their teams to advance the pipeline by infusing industry expertise into account strategy forming relationships with key buying center executives and helping shorten deal lifecycles by highlighting business value and competitive differentiators. 

1. Partner Development & Execution: Leading priorities with select top partners to support industry leadership positioning enablement and customer development. The focus should be on accelerating customer-focused pipeline priorities. 

1. Analyze Drive & Report on The Business: Analyzing the Americas retail and hospitality business to understand trends opportunities needs KPI impact and movement against goals and using that information to fuel customer efforts within this industry. Utilizing data to influence and drive results and reinforce high-yield actions. 

1. Industry Strategy & Team Leadership Development: Developing integrated sector/geo strategy including goals growth focus investments and M&A pursuits. Partnering across the organization with key stakeholders (product marketing sales enablement etc.) to ensure strategies are aligned and jointly prioritized. Managing and prioritizing time across top customer opportunities partnering with product on retail solutions for future development and industry investments. 

all with a keen eye for driving impact in Retail specifically. 

This individual is expected to roll up their sleeves and based on their extensive experience be equally comfortable devising a multi-year strategy to penetrate the Americas retail market while also updating reports with existing opportunities and key areas of pursuit. They thrive in a high-growth fast-paced environment and can maintain a north star perspective despite managing the urgent requests of a given day. A typical day involves brainstorming on how to go to market more effectively attending high-value marketing events as a SME participating in customer executive engagement opportunities working with industry leaders and key account teams on specific customers and regularly meeting with key partner leaders to drive mature relationships that support opportunities and future pipeline. This implies the ability to embed customer-centric industry expertise and experience in a consistent scalable way. Key partners in this role include Industry & Field Marketing Industry Geo Sales Leaders Product Key Account Teams and other Industry GTM Leads. The ideal candidate has a blend of understanding ServiceNows internal rhythm and a highly experienced external perspective on what best in class looks like to help us aspire to new heights. 

They will maintain a pulse on broader ServiceNow and Sales priorities programs and communications and advise on ideal messaging channels and approaches with the goal of delivering the best possible solution for customers. We are looking for a high-energy relationship-building and empathetic partner who has a business-building mindset and is a remarkable communicator!  Emotional intelligence and the ability to collaborate to build trust is a must. 

Qualifications :

• 12-18 years of sales & sales management experience in the Retail and Hospitality with proven success in guiding strategy operations and day-to-day functions. 

• Strong knowledge and operator experience within Hospitality (hotels restaurants QSR) is required and experience within broader retail (big box grocery specialty etc.) is a plus 

• Knowledge of key processes within the sector; guest experience store operations customer service supply chain and vendor management retail technology and HR etc. 

• Proven pipeline management skills with a consultative sale-cycle approach. 

• Strong history of meeting targets with a vision of tangible execution for sustained YoY growth  

• Ability to utilize your network to help Sales Teams with identifying prospecting and strategizing sales to potential channels partners to extend offerings into all retail industry 

• Be a consultative partner building relationships with retail institutions to help pitch sell and close as a value-add to their IT fraud and chargeback management solutions and strategies. 

• Serve as a strategic advisor to Product Development Sales and Marketing to provide industry insight enablement and feedback to produce best in class solutions across the Retail segment. 

• Exceptional written presentation and delivery (verbal) communication skills strategic top down concise 

• Ability to develop trusted advisor relationships with customers and sales organizations; demonstrated ability to advise and influence senior leaders multiple teams / departments on strategy messaging and customer engagement. 

• Experience producing thought leadership content and communications for an international audience. 

• Resourceful self-motivated and able to prioritize independently shifting workloads in a dynamic high growth environment. 

• Agile business mind: Adept ability to work in a matrix organization structure with a highly distributed team leading through influence and relationship-building. 

• Business application software product marketing sales or delivery experience is preferred over infrastructure experience 

• Superior organizational skills with ability to effectively prioritize. 

• Ability to travel 25-50% of the time. 

• Bachelors and/or masters degree in business marketing technology or related fields 

Additional Information :

Work Personas

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Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

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Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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