Our Purpose
At Xero, weʼre here to make running a business beautiful. By making small businesses more efficient every day, connecting them with big business technology, and empowering the community behind them, their potential is limitless. When that happens, weʼre not only helping small businesses, weʼll be building a stronger economy that can change the world.
How youʼll make an impact
As the Marketing Technology Manager for Customer Engagement, you and your team will play a crucial role in accelerating the growth and maturity of Xeroʼs marketing and customer comms platforms globally.
Whilst reporting to the Head of Marketing Automation, youʼll also operate as part of the wider global Martech community of practice within the Marketing org.
As a strong product and marketing leader, youʼll balance strategy and vision while providing clarity and overseeing tactical execution, platform roadmaps and operational efficiencies leveraging your depth of technical platform knowledge and martech industry best practice.
Human-Centred & Leadership Qualities:
● Drive innovation within our comm platforms, ensuring our MarTech stack (Segment, Salesforce Marketing Cloud, Qualtrics & Intercom) is set up for multi-horizon growth and success.
● Lead the development of requirements for key initiatives, ensuring that we are investing in features and capabilities that support both the business strategy and user requirements.
● Effectively collaborate with senior stakeholders to ensure alignment around prioritisation and sequencing, and business dependencies are clearly defined and understood.
● Spark and surface new ideas for optimizing our MarTech platforms and ecosystems within Xero.
● Provide guidance and advice to your team and also colleagues across Xero, on the tooling and use of platforms to maximise ROI and ensure effectiveness
● Engage with internal and external consultants, leads and specialists as needed to accelerate priority initiatives and support the delivery of the Customer Engagement strategy.
● Drive best implementation practices within each platform that scale and support our future vision through effective team leadership and also individual contribution.
Data driven:
● Work in collaboration with Technology and Data teams to make data more accessible within Segment, Salesforce Marketing Cloud, Qualtrics (directly), and indirectly Intercom, for effective activation.
● Rationalize and streamline data processes to increase up-time and decrease the need for third party support.
● Manage the data governance and data policy within the CDP (Segment), working alongside our Legal and Security team
● Drive initiatives to improve the quality of reporting available, ensuring optimum set-up, processes and practices to enable marketing to demonstrate and report contribution/ROI for campaigns and key activities.
● Work with the related data teams to deliver the data marketing strategy for trigger-based automation within the platform.
CDP and audience expertise:
● Guide and orchestrate cross functional teams to deliver a Customer Data Platform roadmap, including marketing use cases, creation of core audiences, mapping of cross-channel experiences, data requirements and segmentation rules.
● Work collaboratively with Dotcom, Digital Media, Regional Marketing, Product Marketing, Product Onboarding and Customer Success teams to support the development of CDP business use cases, activation and maintenance of target audiences across acquisition and/or retention marketing channels.
● Ideate and translate marketing use cases and business requirements into a CDP data sets, schemas and platform configurations to deliver business outcomes
● Drive the continual maintenance and improvement of audience data quality and technology usage.
● Identify new opportunities and activation destinations from CDP and manage/monitor existing activation destinations.
Success looks like
● Development of a multi-horizon Customer Engagement team martech vision and defined sequence / roadmap
● Effective planning, management and execution of multiple platform product roadmaps
● Maintaining a complex orchestration schedule and managing dependencies across resources.
● Management of multiple large scale projects and teams simultaneously
● Strong working relationships with stakeholders and peer teams
● Contribution to building and maintaining an inspiring team culture and innovative environment
What youʼll bring with you
Critical competencies
● Live and breathe high performance with a commitment to transparency and direct feedback – while being a collaborative team player
● Self-motivated and achievement oriented with excellent project management skills
● Creative and innovative thought leader who is not afraid to take risks to improve the customer experience, platform usability and scale
● Must be able to thrive in a highly dynamic, flexible work environment and switch rapidly from strategy to execution
● Excellent written and verbal communication, with the ability to communicate effectively with senior management, including C-level as required
● Ability to explain complex concepts and train/mentor others from within & outside of your immediate team
● Strong technical skills within MarTech systems to help unlock capabilities and drive innovation
● Understands data process and flows between systems and outbound signals to other platforms
Experience
● Leading and managing marketing technology platforms and integrations
● Managing Projects and Products
● Applying Data Governance and Data Privacy regulations, data management and transformation, ETL, and data modeling in practice
● Applying data management and complex data relationships, data execution and usage for campaigns, reporting etc.
● Applying human-centred design, service design or design thinking
EA Personnel R1985185
EA Licence 15C7529
