Director Of Marketing & Customer Experience(Industrial) Remote

At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.

The Company

TE Connectivity (TE) is a leading global provider of highly engineered connectors and sensors with sales of over $16 billion to customers in more than 150 countries. We design, manufacture and market products for customers in a broad array of industries including automotive; consumer electronics; telecommunications; aerospace; defense & military; medical & healthcare; oil & gas/marine; and energy & utilities. With over 80,000 associates including 8,000 engineers and worldwide manufacturing, sales and customer service capabilities, TE Connectivity’s commitment is their customers’ advantage. TE Connectivity is an independent publicly traded company whose common stock is listed on the New York Stock Exchange under the ticker symbol “TEL.” See www.te.com

Job Overview

As a member of the Industrial Solutions (IS) Marketing team, the Director, Marketing & Customer Experience Strategy works with our Business Unit (BU) marketing, customer care and commercial teams to guide change, transformation and impact by connecting customer insights and understanding with strategies that drive engagement, adoption and seamless customer experiences (CX) for targeted customers across critical touchpoints. This role is responsible for shaping the vision and managing the $5B Segment’s global marketing strategy, including building marketing planning, digital and CX capabilities and influencing marketing priorities and investments. In addition, the role provides counsel, support and expertise to the BU marketing teams across IS.

The marketing strategist must have wide knowledge of marketing strategy and go-to-market frameworks, digital tools, and best practices for commercial and CX excellence. The role requires out-of-the-box thinking and a creative yet methodical approach in reaching specific market targets by using integrated strategies. Working across IS Business Unit (BU) marketing and commercial teams, this role is key in identifying unmet customer needs, opportunities for competitive advantage, developing value proposition positioning and connecting end-to-end commercial strategies.

This individual must be skilled in cross-functional and matrixed organizations, working closely with BU commercial teams (marketing, sales, strategy, business development, customer care), corporate COEs (digital, data, CX, operations) and IT teams. They should be skilled at brainstorming, deadline driven, organized, data and detail obsessed. They need excellent interpersonal and communication skills. The individual must be self-directed, deeply curious and a “dot connector”. They must be passionate about the work they do; able to adapt quickly and to have the range to inspire vision, create strategic plans and execute programs.

To be successful in this role, the Director, Marketing & CX Strategy will need to be an exceptionally strong communicator who can build successful relationships based on confidence and trust with various key collaborators. This position will report to the CMO of IS and work closely with BU marketing and commercial leaders in five BUs.

Key Responsibilities

• Serve as subject matter expert and thought leader for the IS BU marketing leads as they design, execute and track integrated and digital marketing and CX strategies. In partnership with Segment Marketing Ops, provide coaching and consulting to optimize BU campaign strategies and results.
• Work hand-in-hand with BUs to guide best practice marketing planning (tested formats and processes), including mapping the end-to-end customer buying journey, and prioritizing actions and investments to deliver frictionless customer experiences and self-serve opportunities that enable business unit Go-To-Market (GTM) and Omnichannel strategies.
• Oversee Segment-level customer experience performance, defining a measurement architecture matched to our strategy (including conducting a CX metrics inventory and creating a connected view of our Net Promoter Score (NPS), Customer Effort Score (CES), and customer scorecard data that translate to perspective on Customer Lifetime Value and how BUs can win more business. Work with Customer Care teams to embed change management processes/actions to improve our ease of doing business and satisfaction scores with segmented customers.
• Build a data-driven, 360-degree understanding of our customers, analyzing direct and indirect sales data, digital engagement signals (i.e., TE.com, samples), desk and third party research to generate actionable insights about our customer segments to inform high quality targeting and service model decisions. Utilize full suite of data resources and tools, including SFDC, Adobe Analytics, existing marketing consultants (Forrester and Gartner), Call Miner, etc.
• Partner with BUs on the development and maintenance of their digital capability roadmaps ensuring they are matched to strategic priorities, are practical and executable, and improve customer experience and marketing ROI for the Segment as a whole.
• Introduce and implement customer segmentation constructs to enable and support BUs with defining differentiated value propositions and aligning them with portfolio, personalization and service model strategies.
• In partnership with the Channel BU, lead revenue marketing strategy to evolve our long-tail indirect B2B2C model to deliver Segment-level growth results and prove out a scalable and predictable model.

Skills And Tasks

• Develop digital and CX capability roadmaps that leverage a test and learn approach backed by thoughtful and practical business cases.
• Map lead-to-revenue path for B2B2C program; partner with Performance Marketing team to apply test and learn strategies to build repeatability and predictability into a campaign-to- commerce model.
• Guide and collaborate on the implementation of new capabilities and digital services (including tech stack) to ensure successful adoption.
• Pull and leverage data and analytics to report out on effectiveness of customer engagement strategies and marketing campaigns through actionable insights.
• Guide BU Marketing teams with setting clear marketing objectives, KPIs and targets to ensure customer engagement and marketing strategies are designed to achieve optimal results and are backed to business goals.
• Stay abreast and influence commercial excellence improvements.
• Coordinate across TE’s data, digital and CX teams for best practice sharing and TE.com new function deployments.
• Lead collaborative ideation workshops, applying design thinking approaches, to guide BUs with rethinking and elevating their GTM, Segmentation and CX strategies.

Qualifications

Skills & Experience

• Demonstrated ability to manage multiple projects and priorities.
• Self-directed and able to meet multiple deadlines and adjust to shifting priorities.
• Excellent written and verbal communication skills with the ability to understand technical information.
• 10+ years’ experience in B2B Strategic Marketing, CX or digital marketing.
• Previous influence management experience is required.
• ECommerce and online sales / demand generation experience strongly preferred.
• Previous experience in multiple aspects of CX or digital, including following trends and industry players. Must have a well-curated external network.
• Previous global experience is required.
• Strong reporting and analytics skills with ability to synthesize complex data points into simple, business-focused recommendations. Experience working with external agencies.
• Experience across multiple commercial functions directly or through significant influence initiatives.
• Bachelor’s degree in relevant discipline required.
• Proficient in Microsoft Office and Adobe marketing tools, including experience with CRM, and sales and marketing automation systems (Eloqua, SalesForce.com) required.
• Business acumen and understanding of Go-To-Market strategies.
• Demonstrated ability to collaborate across functions and teams.
• Experience with digital analytics tools (Adobe Analytics, Google Analytics) and conducting in depth analyses around audience segmentation, funnel analyses, and campaign attribution/analytics.

Personal Competencies:

• Demonstrated leadership competencies such as teamwork, creative problem solving, flexibility and willingness to challenge the status quo.
• Excellent interpersonal, organizational, leadership and project management skills.
• Resourceful, self-starter, entrepreneurial.
• Mature, credible, patient, hard-working, poised and persuasive.
• Strong business acumen; sound business-sense and judgment.
• Flexibility to develop strong relationships with multiple functions in a large, matrix organization.
• Ability to work independently; able to multi-task and perform under pressure and willingness to roll-up sleeves and do the work required for flawless execution.
• Dynamic and high energy team player who leans in to change, and energizes and motivates teams to visualize and activate new possibilities.