Marketing Program Manager

2 weeks ago

Fort Lauderdale, United States Alorica Full time

The market for providing insanely great customer experience is changing. Consumers expect to be serviced by a mix of digital and traditional channels with ease and effectiveness. They expect personalization, rapid responses, empowered support and effective troubleshooting from brands they trust. Empowered by access to information, ubiquitous connectivity and platforms to rate/review each experience, consumers are rewarding exceptional service and product delivery while punishing brands that fail to keep pace with changing behaviors. Businesses are faced with uncertain economic outlooks at the same time the need for financial investment and technological advancement in the service experience is required. They are seeking solutions that cost efficiently elevate their customer experience, grow revenue, build loyalty and keep their business operating 24/7. Alorica is a global leader in providing customer experience consulting, technology and operational delivery that improve the quality and efficiency of delivering digital first service—from customer care to financial solutions and digital services. We service 8 vertical industry groups and offer turnkey solutions for startups to custom implementations for the world’s largest companies Leveraging innovative technologies—including our AI enabled analytics and engagement platform—we enable the world’s most respected brands by combining the talent and innovation necessary to create insanely great experiences. The Global Marketing Organization champions the Alorica brand and oversees the market-facing positioning of these services. As the Senior Manager, Go to Market you will be responsible for market positioning of Alorica’s capabilities, products and solutions. This leader will be responsible for developing strategic positioning, case studies, selling tips/tools that support field training and marketing campaigns. This requires building robust knowledge of Alorica’s offerings, how what Alorica does adds value to our clients, and building compelling positioning through defining unique selling propositions, competitive differentiators, strong demonstrations and case studies. As a leader in our Global Marketing Organization, this marketer will develop a deep understanding of market pain points, competitive offerings, technology solutions and trends. This role will work closely with our technical, operational and sales teams to package and position solutions to execute in market. You will be required to think strategically, present logic-based recommendations, and communicate clearly across the organization. We are seeking experience in product marketing, a strong team player, and big-picture thinking with proven ability to execute and drive results. This marketer should enjoy analyzing market opportunities, thinking creatively about how position solutions to customer pain points, translating vision to execution and simplifying complex technologies to ensure clear market value propositions. Alorica is fast paced, collaborative and forward thinking – expect to work with globally dispersed teams, lead through ambiguity and meet high expectations. PRIMARY RESPONSIBILITIES

: Define and communicate the marketing vision and growth strategy for product and service offerings. Develop product positioning aligned to relevant value propositions and go to market plans in new vertical markets and with new product offerings. Create unique selling propositions on products and services that reflect viewpoints on key topics, such as buyer pain points, competitive landscape, emerging technologies, relevant experience and value created for clients

Build marketing plans to effectively position services in market including distribution plans, marketing collateral, training and launch plans

Create concise positioning and proof points to enable sales team to effectively qualify, engage and close sales

Build a portfolio management strategy tasked to combine capabilities into solutions that meet the needs of our clients to improve customer experiences

Develop and publish insights for products and services, such as case studies and fact sheets. Support thought leadership activities by elevating industry-leading insights

Drive continuous improvements to our products and services by recommending new features, positioning and profitability strategies based on external insights and/or operational performance data

Act as an administrator for our global repository of seller tools & content, supporting distribution and maintenance of marketing collateral

Define measures of success and report on go to market activities for each product or service

QUALIFICATIONS 7+ years of extensive experience in product or service marketing. Deep experience in assessing markets, building go to market plans, positioning and packaging solutions, and successfully supporting products or services in a BPO or B2B firm. Bachelor’s degree in Business, Communications or a related field plus relevant experience required;. Proven expertise and prior experience developing and leading the creation and implementation of a comprehensive marketing strategy for a global organization. Demonstrated success in partnering with internal departments to develop a pricing and go to market strategy for new product developments and enhancements. Understanding of product development process and ability to implement new processes to streamline delivery and improve outcomes. Deep experience in understanding customer experience including technologies in contact management, back office operations, mobile and analytics that are disrupting traditional service models Professional writing and editing skills, excellent spokesperson skills, with the ability to articulate a vision while exhibiting a positive public speaking presence and ability to lay out complex issues clearly. Ability to energize, mobilize, influence, and build accountability by effectively communicating vision, and fostering productive and supportive working relationships with internal and external constituencies Talent to execute – get things done. Possess a keen ability to process information and formulate recommendations that are aligned with business objectives. Must be an excellent team player; possessing the ability to build, foster and nurture strong relationships and gain the respect of members of the cross-functional teams. Well-organized with attention to details and possess an astute sense of how to match such details to the big picture. Have an analytical mindset with structured problem-solving skills. Equal Opportunity Employer - Veterans/Disabled We are only considering candidates and hiring for this position in the following states: Alabama, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Louisiana, Mississippi, Missouri, Nebraska, New Jersey, North Carolina, Oklahoma, Tennessee, Texas, Utah, and West Virginia.

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