: Sr Manager
& Marketing Service Center
- Global Community Manager
to: Steve Hescock
: Microsoft Corporation
: 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
and Marketing Service Centers
) providing high-scale, compliant services to drive world-wide field marketing efficiency and effectiveness.
) that enable empowered business decisions through consistent and accurate reporting views in the marketer, partner and sales environments
) provides users with sales optimization through Propensity
, and Whitespace
) delivering world-class portal experience and global publishing services to Microsoft's
) 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
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.
and grow strong cross group collaboration across Global Marketing Operations
, Worldwide Marketing
, Subsidiary Marketing Groups
, Corporate Business Groups
and Segment Teams
, and Sales
Global Service Desk Role/Community Management
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
onboarding materials for new resources that join the Social
, and provide ongoing training and readiness for all Service Desk Resources
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.
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.
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.
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
deep expertise on the global and local use of social monitoring solutions (including tools, services, processes, & data)
partnerships with appropriate GMO
, Business Group
teams to enable improved workflow and engagement models
skills in written and verbal communications; project management; business, systems, and process analysis.
world experience driving customer engagement and business results through effective social media campaigns, initiatives, and contests.
cross-group collaboration skills.
knowledge of social media listening and engagement platforms, including experience developing complex search queries for enabling targeted social media monitoring.
field deployment of advanced systems and processes.
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
thinking and data driven approach; ability to understand marketing data and analysis and develop campaign recommendations and optimizations from these insights
commercial marketing experience preferred.
degree required, MBA
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