苏州招聘

Job description – Digital Services Manager / Team lead China local support

 

Job Description:

You are the go-to person within DS for your Stakeholders on operational level.  You are in constant contact with your Stakeholders, are knowledgeable about their campaign calendars and keep both their short- and long-term goals and priorities in mind while consulting on the best way to cooperate with DS. You’ll find the answers for specific questions in digital operations, while offering information on technical possibilities and best practices and working to fix issues before they become a problem. You report out to the business on output, costs and results. You report out to DS on forecasted demand. For issues on the running tickets/projects you are the ‘first point of contact’ and responsible to make sure it is solved and communicated to the stakeholder within an acceptable time.

 

At the same time you are the ambassador for Digital Services; you promote our services and communicate on successes and best practices. You are a champion for your Stakeholders with the ultimate goal of helping Philips create better campaigns as well as driving value creation and operational excellence.

 

Key Areas of Responsibility:

1. Smooth operation

• Coordinate within the DS tracks / consult for the best route within DS. Split projects in smaller parts that can be handled in different streams to make the realization of their request as efficient and effective as possible (both for our stakeholder and DS)

• Coordinate escalations / incidents

• Optimize paths to completion that may not follow the standard routes

• Work within DS to improve services, support & processes and keep optimization of way-of-working for driving operational excellence and business stakeholder satisfaction

• Work within team to investigate new possibilities / functionalities

• Daily management on operational activities

• Review and improve the performance off our partners

• Keep update of all stakeholders matrix

2. Plan for demand

• Make sure DS  Operations can plan ahead on foreseen demand

• Be involved in the marketing planning of the business, ideally at an early stage

• Keep consistent of changing business demand and DS offerings along with the business transformation

3. Drive stakeholder satisfaction

• Make Account Plans in which the hard operational needs for the coming term are addressed, but also the soft needs (motivation, cooperation, politics, development, etc.). These plans are made with the input of the stakeholder, the DIM and other relevant parts of DS.

• Improve quality / performance of (running) campaigns

• Frequent alignment. Schedule regular reviews of past campaigns and future planning

• Reporting out on activities, successes and costs

• Manage business expectations within DS offerings and costs

• Translate changing needs into DS propositions

• Become strategical partners to work on marketing together with the stakeholders

4. Offer marketing insights

• Best practice and knowledge sharing

• Work with Analytics coordinators to develop reporting for Stakeholders that benefits both them & DS (structural use of analytics, ClickView, A/B tests).

• Present findings with actionable recommendations for implementation.

• Connecting businesses to share knowledge.

 5. Manage costs

• Manage operations to be in fixed costs

6. Training and Support

• Become an expert on the tools

• Work with Self-Service team to ensure training for all business requesters occurs in timely manner.

• Guide our stakeholders in the proper use of the three different services offered by DS.

 

 Key Skills required:

• A higher / university education

• Digital online focus and working experience

• 3 years Digital Marketing experience

• Good people and team management skills

• 5 years experience within a fast-paced, demanding , operational environment

• Result driven, being able to deliver results with limited resources and pressure

• Daily Management, problem solving and continuous improvement skills with flexible approach and creative thinking

• Strong business sense

• Client- and service oriented. Solution- / result-oriented

• Manage higher executive stakeholders expectations and relationships

• Exceptional written and verbal English skills

• Strong interpersonal skills

• Quality focus with a strong attention to detail

 

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