Senior Manager Omnichannel Marketing Operations (For independent contractors)

As a Senior Manager Omnichannel Marketing Operations, you will drive the strategy and execution of our partner-facing marketing operations. You form a part of the Digital Partner Experience management team, effectively utilizing and scaling digital interactions with our accommodation partners.

The role requires collaboration with teams within and outside of the department to understand partner needs, future requirements and our data and technology landscape to deliver world-class enablement of our business goals. You define the strategy for omnichannel communications, campaign automation as well as the long term strategy of the effective and efficient deployment of digital channels in our partner landscape improving the lean-in and preference of our accommodation partners.

The role requires extensive people leadership experience, managing leading through team managers as well as individual contributors. Overall the team size is 10 people. In the role, it is important to create a safe working environment that fosters a culture of collaboration and innovation and guides team members through continuous changes.

The ability to demonstrate strong stakeholder skills is essential for the role. Our stakeholders have a variety in terms of backgrounds and are positioned in commercial, brand marketing, technical, product management, legal, compliance, security departments.

This role is for an individual that thrives in a result-oriented environment with high complexity.

To highlight some of the complexity in this role: the team works on a global scale, in 40+ languages, with 4+ million accommodation partners ranging from global chains to small vacation rental owners, surfacing a wide array of commercial opportunities, adhering to local regulations, working in coalition with account managers in offices across the world and connectivity providers serving our partner with hospitality software solutions. Alongside marketing and commercial communications, this role is also responsible for crisis and issue communications.

Our digital channels include email, social media, and owned partner platforms. We are in the process of a major technology and data transformation which requires strong strategic, business and people skills to set us on the right course to scaling our business impact even further. This will require strong contributions of the role with regard to elevating our omnichannel and personalization strategy to scale impact, and the design and implementation of the processes, collaboration models etc. to operationalize the strategies in own team and across the wider department.

An integral part of the work is to ensure data-driven decision-making, to influence both impact and efficiency of the campaigns and partner communication journeys the team works with. The aim is to ensure a smooth and efficient running of the daily business hitting ambitious targets on our KPI’s, while exploring new opportunities.

Key Responsibilities

• Set a clear strategic heading for your team with regard to personalization and omnichannel marketing and communications, and how to increase the scalability and business impact of your area. Translate these strategies to clear processes, guidelines and capability development to set the team and wider department up for success.

  
  

• Ensure change management during the current technology transition. Drive the adoption of new features, and ensure team upskilling. Embed adapted processes and collaborations to cater to new omnichannel and personalization opportunities that will be unlocked by the technology transformation.

  
  

• Be responsible for delivering business impact through partner-facing digital channels e.g. to increase partner performance, ensure compliance and support in crisis situations

  
  

• Prioritize projects and activities based on business impact, balancing short and longer term benefits

  
  

• Lead and mentor team members. Recruit, retain, manage and grow world-class talent in digital experience in our partner-facing business-to-business environment

  
  

• Lead team members using the Booking.com values and set their people up for success by providing direction, coaching and autonomy with a situational leadership style.

  
  

• Empower and unlock all team members’ ability to do their best work, consistently support their personal development, and coach team members through professional challenges

  
  

• Evolve your team in line with our fast-paced change environment and developing scopes, roles and responsibilities

Knowledge and skills

• 7+ years leading a digital marketing function connected to a multinational organization, preferably in a Business-to-Business context.

  
  

• Expertise in digital technology and scalability approaches. As well as deep expertise in setting omnichannel and personalization strategies.

  
  

• Extensive people management experience through leading team managers as well as individual contributors in a complex business environment is a must.

  
  

• Extensive experience leading teams implementing/using Salesforce solutions (Marketing Cloud, Data Cloud)

  
  

• Experience with owning performance metrics of a digital channel, displaying a focus on business impact

  
  

• Mindset of taking an MVP/iterative approach in bringing positive change on the shorter term building towards the future vision.

  
  

• Extensive experience with managing and coaching teams including building and growing teams.

  
  

• Proven track record of change management, supporting team members and business stakeholders and owning their role as a management team member of the transformation of a wider department.

  
  

• Business and technology acumen to quickly understand Booking’s objectives and the way all parts of the company work together and define key results in their own area and drive business cases accordingly.

  
  

• Proven outstanding stakeholder management skills on various levels of the organization, including stakeholders with a wide range of background (product, technology, marketing, legal, compliance etc.).

  
  

• Creative thinker with strong analytical skills and a learning and experimentation mindset.

  
  

• Exceptional oral and written communication with the ability to facilitate discussions with both execution and leadership teams.