Senior Business Program Manager GMO, Marketing in Redmond, WA

TitleSenior Business Program Manager GMO
LocationRedmond, WA
Date AddedDecember 5, 2014
Open Positions1

Title: Sr Manager, Sales & Marketing Service Center - Global Community Manager
Reports to: Steve Hescock
Target Level: 63
Location: Redmond
Company: Microsoft Corporation (
Group: Global Marketing Operations
The Global Marketing Operations group is a high-performing team of professionals who specialize in the delivery of sales and marketing services globally. The GMO organization has the following four components
Sales and Marketing Service Centers (SMSC) providing high-scale, compliant services to drive world-wide field marketing efficiency and effectiveness.
Reporting Insights (SMRI) that enable empowered business decisions through consistent and accurate reporting views in the marketer, partner and sales environments
Advanced Analytics (SMAA) provides users with sales optimization through Propensity, Targeting, Segmentation, and Whitespace models
Portal Services (SMPS) delivering world-class portal experience and global publishing services to Microsoft's 600,000+ partners
Privacy Program (SMPP) centralized and highly efficient field privacy program for SMSG sales & marketing organizations that scales globally, demonstrates Microsoft's commitment and reduces field privacy risks

The tenets of GMO are to ensure that business services:
can be extended from self service capabilities to full service solutions
can be leveraged to meet the needs and requirements of all Corporate and Field Teams
are marketer, seller, customer and partner facing
enable end to end campaign planning, execution, tracking and return on investment (RIO) measurement

Job Description:

The SMSC Program manager for Social Insights will be building programs and processes from the ground up at a global level, so they will need to be a highly collaborative self-starter, able to drive innovative and sophisticated social media monitoring programs at a global scale.

The core focus of the role will be building a highly competent, efficient, and tightly managed global community of Social Insights Service Providers that monitor and analyze social conversations for field marketers to support customer engagement. Additionally, the Social Insights Program Manager will function as the central "hub" of GMO Social Listening, working directly with the team building the social insights platform to ensure that field resources minimize time spent on creating reports, and maximum their depth of social insights.

Core Responsibilities:
Maintain and grow strong cross group collaboration across Global Marketing Operations, Worldwide Marketing and Operations, Subsidiary Marketing Groups, Corporate Business Groups and Segment Teams, and Sales & Marketing IT.
Global Service Desk Role/Community Management: Develop a global team of hipetent, efficient, Social Media Analysts able to monitor social channels at a global scale, providing marketing insights that enable stronger social engagement.
Service Desk Training: Build and Maintain onboarding materials for new resources that join the Social insights Desk, and provide ongoing training and readiness for all Service Desk Resources.
Success Criteria: Work with key stakeholders in the field and corporate teams to define systematically measured success criteria for the SMSC Social Insights Service Desk to enable transparency to resource service delivery.
Project Management: Manage marketing capabilities landing process through planning, field validation and testing, and deployment. Capture key issues raised through field-facing deployment teams and partner with solution teams to architect resolutions.
Roles & Responsibilities: Build a global process for social monitoring, and drive clarity on who is responsible for which steps in the process, ensuring that both resources in the field and corporate teams are aligned on expectations.
Communications: Create and enforce a service-specific communication plan, and manage its execution through field-facing teams that keeps stakeholders informed of new service development and deployment.
Subject Matter Expertise: Develop deep expertise on the global and local use of social monitoring solutions (including tools, services, processes, & data)
Client Service & Relationships: Build partnerships with appropriate GMO, Business Group, Segment and Field-facing teams to enable improved workflow and engagement models

Proven skills in written and verbal communications; project management; business, systems, and process analysis.
Real world experience driving customer engagement and business results through effective social media campaigns, initiatives, and contests.
Excellent cross-group collaboration skills.
Working knowledge of social media listening and engagement platforms, including experience developing complex search queries for enabling targeted social media monitoring.
Global field deployment of advanced systems and processes.

Required Experience:
Significant social media marketing experience. 5+ years of related experience in social media and marketing communications disciplines, digital marketing, or integrated marketing.
5+ year's prior experience with a major consulting firm or large corporation (e.g., Accenture, Deloitte...)
Analytical thinking and data driven approach; ability to understand marketing data and analysis and develop campaign recommendations and optimizations from these insights
Global commercial marketing experience preferred.
Bachelor's degree required, MBA a plus
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