The Economist

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Strategic Program Manager, Customer Experience (maternity cover)

Strategic Program Manager, Customer Experience (maternity cover)

Job Locations 
United Kingdom-London

More information about this job




We are seeking an interim Strategic Program Manager, Customer Experience to support our five-year plan to deliver a step-change in profitability, through clear definition and execution of a strategy to drive unprecedented growth in reader revenue.


Positioned within the Customer Experience division of the Global Circulation Team, the successful candidate will be responsible for prioritising, planning and coordinating the delivery of an ambitious program to accelerate reader revenue and lifetime value, with a particular focus on customer experience transformation and product development targeting both B2C and B2B audiences globally.


Working in support of the EVP, Customer Experience and VP Reader; Product Strategy, the role mandates highly effective stakeholder management, rigorous project management and the ability to clearly map execution plans to both business priorities and organizational capabilities.


The role is a full-time, interim maternity cover role, to run from October 2017 for up to 12 months.


In this role you will be expected to: 

  • Support the SVP Customer Experience in defining the overarching customer experience strategy and operations model
  • Support the VP Reader; Product Strategy in defining and executing the overarching reader product strategy
  • Translate the strategic program into a strategic road map and delivery plans, leveraging agile, customer-led prototyping
  • Instill a process of robust program management, cascading governance processes and best practice down to project management streams, ensuring strategic initiatives are executed efficiently and effectively, within agreed deadlines and budgets
  • Develop an in-depth understanding of the end-to- end Customer
  • Experience journey and operating model, adopting a robust model to identify and resolve capability gaps
  • Manage day-to- day program requirements with all internal stakeholders including Editorial, Digital Solutions, Group Strategy and the wider Circulation Marketing team
  • Manage day-to- day program requirements with all external partners, including marketing and research agencies
  • Manage day-to- day program requirements for the operating model, including resourcing, training and development
  • Be the central guardian for consistency and quality of messaging and design across the end-to- end Customer Experience
  • Work with the PR team to raise the profile of the strategy and team both internally and externally

Experience, skills and professional attributes

To succeed in the role you must have: 

  • Program or project management experience, to include a history of planning and delivering projects to support growth in profitability through customer experience transformation or product development
  • Managed planning & evolving product development or customer experience transformation road maps, clearly mapped to business priorities and capabilities
  • Co-ordinated the execution of high-visibility strategic initiatives within deadline and budget
  • Designed and executed effective operating models to support customer experience transformation or the roll out of new products
  • Co-ordinated comprehensive marketing plans for the launch and roll out of new products
  • Transformed cross-channel marketing communications to support the end-to-end customer journey, in either a marketing, operations or project management role
  • Clearly translated and triaging organizational expectations and capabilities
  • Audited end-to-end customer experiences to ensure consistency and quality of brand-led messaging and design
  • Worked with internal stakeholders ensure clear definition of program requirements and resolve delivery blockers
  • Managed external marketing partners, including marketing and customer research agencies
  • Managed diverse sets of stakeholders with conflicting business objectives

Ideally you will also have:

  • Experience of working in a marketing or product development role within a subscription based or media business
  • Familiarity with Salesforce Marketing Cloud, particularly journey builder
  • Experience of managing marketing communication or customer experience transformation projects involving both on and offline delivery
  • A project management or digital marketing qualification

You will be able to demonstrate:

  • A comprehensive understanding of customer experience design principles, transformation strategies and the role of customer insight
  • A comprehensive understanding of cross-channel data challenges and their impact on communications, personalization and product design
  • Exceptional stakeholder management skills, with the ability to motivate, direct and influence, in equal measure
  • The ability to clearly articulate strategic projects and initiatives
  • Exceptional written and spoken English, with the ability to review and edit persuasive marketing copy for high-end audiences
  • Outstanding attention to detail
  • Exceptional problem solving capabilities
  • The ability to work to deadlines and manage conflicting priorities, in line with core business objectives
  • The ability to work effectively with internal and external teams
  • A keen ambition to shape and develop your role in the medium and longterm
  • Willingness to travel occasionally if needed