With more than 56,000 professionals across the globe, Avanade advances the world through the power of its people and Microsoft. Avanade’s parents —Accenture and Microsoft— had a bold vision when we were formed through a joint venture 20+ years ago: to deliver innovative services and solutions to enterprises worldwide using the Microsoft platform. Today, Avanade is recognized as the largest and most experienced Microsoft partner, winning Microsoft Partner of the Year 17 times and a host of regional and solution awards in addition to industry recognition from IDC, Forrester and more.
Role Overview:At Avanade, we believe in making a genuine human impact in everything we do. We transform businesses, uncover ways technology can improve the way we work and live, and change the world for the better. All this through the power of our people and cutting-edge Microsoft technology.
Helping our clients advance the world through bringing together the power of people and Microsoft technologies is at the heart of our vision and value proposition. We are fortunate to be trusted by thousands of organisations around the world to deliver their business-critical technology capabilities and work hard every day to continue to innovate to make them successful. This role is pivotal for our organisation to ensure that we continue to build client centricity into every part of our business, that we make decisions that will ultimately improve the experience for our client and to ensure we continue to evolve how we help them achieve their goals.
Key Role Responsibilities:It’s an exciting time for the marketing community at Avanade and our role in ensuring our organization focuses on our clients at every opportunity. Everyday, our 56,000 people around the world are doing amazing things for our clients. This new function for our business is designed to ensure we constantly improve our relevance for our clients.
As the Client Experience Marketing Lead, you will own a global function enabling Avanade to improve our understanding of how we can better support and serve our clients, the experience that they have across our business and help ensure we are constantly improving how we show up. You will be passionate about client impact, about the role technology has in delivering strategy change, be able to translate insight into actions for the business and bring diverse teams together to do amazing things.
Your Role Includes:•Client insight: working across sales, marketing, and our growth office to create a client insight centre of excellence enabling us to understand our addressable market, opportunities to add more value, white space, and propensity opportunities. Working with global and area teams to turn this insight into targeted campaigns.•Segmentation: owning the segmentation model for the business including a regular cadence of updates. Working closely with sales, marketing and delivery to design and track programmes mapped to each segment.•Client experience design: Designing our end-to-end client experience, identifying the key moments that matter in our client lifecycle and working across the business to integrate, understand and improve that experience. Our objective is to obsess about our clients and delight them at all touchpoints.•Persona mapping: working across marketing and sales to agree and update our target personas. Flowing these into our content strategy, digital strategy, and execution.•Voice of our client: operate and evolve our voice of the client programme including qualitative and quantitative insight, creating a consistent approach to advisory boards and in person feedback. Ensuring this insight is actioned across the business to drive constant improvements to our client experience.•Client advocacy: working with our communications team, build a portfolio of externally and internally referenceable stories of client success that bring our capabilities to life across industries, geographies, and capabilities.•Client communications: create and operate a framework of communications that systematically engages key contacts across our client accounts through different stages of their lifecycle. Work with our technical teams to create an operating system that automates this and our various business owners (including global and area communications, marketing, sales, delivery & billing) to design the communications approach.•Digital marketing campaigns: design and operate our ‘always-on’ client marketing approach including the nurture journeys we develop making it easy for clients to find us across various channels, personalising their journey across our systems and working with sales to convert this into leads. This will include search engine marketing, digital marketing spend and social media engagement. •Influencing technology & data: designing the marketing technology & data requirements to bring the client experience vision to life.•Account based marketing: lead the global framework of account based marketing and support the execution of the program across our countries, regions and areas.
Your Technical and Non-Technical Skills Include: •Professional experience in a similar software or services solutions company preferred. •Strategic thinking: creating and translating broad strategies into clear, specific objectives and plans for various client groups and segments.•Exceptional collaboration skills with experience of managing multiple stakeholders across the business. This role will require you to work with nearly every part of our business and bring them together to constantly improve our client experience.•Proven decision making and analytical experience in developing marketing strategy and programs. •Exceptional written and verbal communication skills. •Experience in coordinating with corporate and global teams to ensure consistency in-area.•Excellent mentoring ability and mature, high touch people management experience gained through years of managing technology marketing professionals. •Experience in targeting, tracking, and reporting marketing ROI across initiatives and representing Marketing with executive leadership.
Preferred Certifications:You likely possess a degree in Marketing or a related discipline.
Preferred Background Experience:You likely have 15+ years of marketing experience, preferably in the IT/Services industry.
Location: Europe or USA (Eastern Time Zone)