Marketing & Communications New York, New York


Description

SiriusXM and Pandora have joined together to create the leading audio entertainment company in the U.S. Together, we are uniquely positioned to lead a new era of audio entertainment by delivering the most compelling subscription and ad-supported audio experiences to millions of listeners -- in the car, at home and on the go. Our talent, content, technology and innovation continue to be at the forefront, and we want you to be a part of it! Check out our current openings below and at www.siriusxm.com/careers.

Position Summary:

The SVP, Digital & Customer Experience will play a critical role at SiriusXM in driving our transformation to a customer-focused, digital-first company. As SiriusXM grows, a critical effort is to migrate customers from costly traditional channels to more efficient self-service transactional channels.

The candidate will create a vision and a roadmap for our digital and client experience transformation, with a focus on ways to deliver incremental ROI, operational cost savings and a superior client experience as measured by NPS/NAS/CES.

Organizational influence and relationship building is critical in this role, as is the ability to prioritize against multiple objectives of the organization.  

Duties and Responsibilities:

  • Build a vision that connects SXM’s digital transformation as an enabler to building a best in class customer experience
  • Work across traditional channels (Outbound/inbound telemarketing, Direct mail) to migrate customer transactions to a digital environment
  • Set revenue targets for increased throughput, seamless customer conversion/upsell and benefits of reducing friction in the customer journey
  • Set cost savings targets for increased enterprise operational efficiency
  • Oversee teams managing SiriusXM.com desktop and mobile, digital analytics, research and insights and product management
  • Work across broader Marketing org and Technology to optimize our MarTech and AdTech stack
  • Rebuild prioritization process for improved workflow across digital channels
  • Partner across channels for a better understanding and view of the customer journey, including journey mapping and pilots to test and learn effective strategies for increasing ROI, NPS and reducing costs
  • Create and socialize KPI reporting and cadence of presentations to executive management to track progress
  • Increase throughput and speed of execution across teams

Supervisory Responsibilities:

  • Lead a team of 30+ employees.

Minimum Qualifications:

  • Bachelor's degree. MBA preferred.
  • 15+ years of marketing experience with at least 10 years of digital experience focused on website pre and logged in states
  • Leadership skills are critical as the SVP Client Experience will build, develop and inspire a diverse and high impact team of marketing professionals.
  • A history of focusing on improving the client experience through digital transformation
  • Demonstrated track record of establishing a strategic digital vision, driving its execution and leveraging analytical prowess to distill complex information into actionable insights
  • Proven and measurable success in driving digital adoption and customer satisfaction
  • Collaborate effectively with internal stakeholders in Product, IT and Marketing.
  • Must have legal right to work in the U.S.

Requirements and General Skills:

  • Strong understanding of the marketing technology ecosystem
  • Deep knowledge of measuring the client experience and leveraging NPS/NAS platforms (i.e., Qualtrics, Medallia)
  • Able to interact with all levels of the organization; must be able to articulate a vision and help team prioritize against that vision
  • Prior experience leading and developing a team of professionals, as well as working across indirect reports and cross functional partners.
  • Demonstrated strong relationship-building and communication skills both across an organization and with external partners
  • Ability to manage multiple priorities in a fast-paced environment.
  • Comfortable working with ambiguity and change.
  • Team player with excellent work habits and interpersonal skills.
  • Excellent written and verbal communication skills.
  • Excellent presentation skills.

Technical Skills:

  • Deep knowledge of marketing technology solutions  
  • Significant experience with leveraging digital marketing technologies, including Content Management Systems, Web Analytics, Customer Data Platforms, Digital Asset Management, Dynamic Testing and Optimization, Targeting and Tag management platforms.
  • Experience with Subscription-based model systems.
  • Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access).

More details about our company benefits can be found at the following link here. #benefits

Our goal at SiriusXM+Pandora is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM+Pandora is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.