Marketing Engagement Product Owner (Hybrid-model)

Boost IT is a Portuguese technology consultancy company, we are integrated into one of the most entrepreneurial groups in Portugal, with investment in more than 30 companies.

We want to be known for being the most dynamic, energetic and reliable company to operate in the market and, for that, we want to count on you.

If you're passionate about technology and want to work on the most relevant technology projects, then this ad could be for you!

Boost IT. Doing IT. Better

Tasks

Digital transformation is a business imperative and core company priority. We are developing the global digital ecosystem to drive relationships with professionals and consumers, with the global customer relationship program being a core part of it.

By being part of the Global CRM Platforms team, the Marketing Engagement Product Owner will be managing end-to-end our Marketing solution (SAP Marketing Cloud) and Survey & Insights solution (Qualtics).

You will play a key role in focusing on technologies used to manage and analyze customer interactions and data throughout the customer lifecycle across the company encouraging brand awareness, conversion customer retention, customer loyalty and customer satisfaction.

The role reports to the Head of CRM Platforms and will work in close collaboration with the global technology teams across B2B and B2C as well as local markets to provide powerful CRM tools.

• Work with Head of CRM Platforms & stakeholders to create and maintain the vision and roadmap for the Company s CRM efforts.
• Work with local markets and global teams to create and monitor business use cases for marketing engagement processes and increasing tool adoption, increase efficiency of managing digital marketing touchpoints and ensure an omni-channel execution approach
• Work with local markets on activation, rollout, adoption, operations, and capabilities
• Drive the evolution of the SAP Marketing Cloud application by identifying, delivering and adopting new features
• Gather business requirements from local and global stakeholders, translating them into user stories and groom the backlog together with the Marketing engineer/developer
• Work with internal and external partners to ensure the successful delivery of the CRM roadmap and backlog via sprint management, scrum ceremonies and proper deployment/release protocols
• Be the business and technology expert in marketing engagement, customer profiling, customer insights and omnichannel CRM journey
• Manage and analyze customer interactions and data throughout the customer lifecycle
• Set-up, QA, launch, analyze and optimize initiatives and enhancements in the SAP Marketing Cloud and Qualtrics tools
• Ideate, design, build and launch new customer journeys (manual and/or automated) with a piloting and omnichannel approach according to business objectives and drive business value
• Optimize existing customer journeys with ongoing multivariate tests of customer segmentation, subject lines, content, CTAs, design making them highly relevant and effective, and further analyze and optimize
• Monitor the effectiveness of the current CRM platform and ensure it is fit for purpose; maintain current knowledge of trends.
• Establish and maintain a CRM Advisory team to assist in championing and driving through necessary CRM changes ensuring buy in from all stakeholders in the business.
• Provide direction to the agile development team to design and build future functionality of the tool that meets local business, customer and sales teams objectives within budget and on time.
• Ensure compliance with Data privacy regulations across the markets
• Support Dashboard activation and KPI s follow-up
• Support User journey strategy across digital applications (global/local)

Requirements

• Digitally savvy with a strong business mind and 5-7 years of product owner and technology management experience in an international working environment
• Proven experience in owning, rolling out and driving enhancements on marketing cloud solutions i.e. SAP Marketing Cloud, Qualtics, Salesforce Marketing Cloud, GetFeedback or similar
• Proven experience to ideate, design, build, launch and commercialize CRM omni-channel customer journeys across email, SMS, landing pages, surveys with continuous optimization
• Proven data management, analysis and reporting skills
• Excellent understanding of customer lifecycle, customer segmentation and customer communication
• Excellent Project management skills
• Excellent written and verbal communication, motivational skills, to operationally drive change management across countries
• Demonstrated ability to handle multiple priorities and at ease with rapidly changing environment
• Action-oriented, "can do" attitude
• Fluent in English