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Lead Manager, Customer Engagement Solutions

hace 3 meses

Madrid, Madrid, España Galderma A tiempo completo

Position Overview

The Senior Manager of Customer Engagement Technologies is tasked with spearheading the exploration, execution, utilization, and ongoing enhancement of our Customer and Marketing Technology (SalesForce) Platforms, alongside other digital applications and services that facilitate premier Digital Initiatives and Marketing Automation for our global marketing and business partners.

This role encompasses the comprehensive management, operation, and delivery of Galderma's Digital Customer Engagement Technology Application Portfolio.

Core Responsibilities

  • Oversee audience enablement across marketing, sales, and service touchpoints, ensuring system connectivity, automation of data updates, manual list generation, and continuous optimizations.
  • Formulate, execute, and document requirements, business rules, workflows, and processes pertinent to marketing automation tools.
  • Monitor product adoption, system performance, eliminate redundancies, and assess the value derived from marketing technology.
  • Provide project oversight for all new technology implementations, including managing timelines, coordinating with the project management team and implementation partners, and reporting on critical deliverables.
  • Lead cross-functional teams in the design, implementation, and management of marketing automation tools, templates, and reporting mechanisms.
  • Organize and facilitate stakeholder meetings to gather requirements and comprehend business campaign objectives and engagement strategies.
  • Collaborate closely with various organizational teams to understand individual and overarching needs, outcomes, and value, ensuring alignment of roadmaps with these elements.
  • Conduct vendor sourcing, manage RFP processes, and liaise with the legal department to address all legal, data governance, and compliance requirements for marketing technology.
  • Build and enhance a team dedicated to implementing and supporting the business technology that empowers our commercial Galderma organization.
  • Provide management, leadership, and mentorship to direct reports within the Commercial IT Marketing Technology team.
  • Communicate effectively with both technical and non-technical stakeholders.
  • Undertake additional responsibilities as necessary.

Skills & Qualifications

  • Proven experience as a people manager in Marketing Technology Systems within a dynamic environment.
  • Demonstrated expertise in digital marketing (with a focus on technology) through hands-on implementation and ongoing product stewardship.
  • In-depth knowledge of marketing automation platforms, customer data platforms, data warehousing, personalization capabilities, and data-driven marketing principles.
  • Proficiency in audience segmentation, journey mapping, data integration, and A/B testing best practices with leading marketing cloud platforms such as Salesforce and Adobe.
  • Experience in leading digital commerce initiatives with an omnichannel perspective.
  • Background in collaborating with and directing external agencies and consultants.
  • Strong working knowledge of various marketing technologies.
  • Familiarity with Salesforce systems.
  • Ability to influence senior leadership and contribute to informed decision-making.

What We Offer

  • A commitment to diversity and inclusion, believing that varied perspectives lead to better outcomes for our diverse customer base.
  • A competitive compensation package that includes a bonus structure and comprehensive benefits.
  • A hybrid work culture that promotes flexibility.
  • Participation in feedback loops to establish a personalized career development path.
  • An opportunity to join a growing organization that empowers individuals from day one, fostering ownership and accountability.