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Digital Service Marketing Manager

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Date: 26-Apr-2021

Location: StarHub Green

Company: StarHub Ltd

Job Description


The Digital Servie Marketing Manager will be responsible for driving the adoption of self-serve platforms among Small and Medium Enterprise (SME) customers.

 

You will define the strategy, roadmap and drive delivery of KPIs for Digital Service across the web and mobile app. In addition to conceptualising and delivering enhancements to the platforms, you will also be empowered to directly drive marketing activities to increase awareness and adoption of these new features developed.

 

This role will drive one of our critical programs in the SME digital transformation roadmap, a talented individual who is passionate about automation, digitization and technology transformation to lead change in the organization.

Roles & Responsibilities


Build and handle operational management requirements for digital self-serve capability deployment

  • To design, develop and implement self-serve capability in terms of various intents, customer journey/flows
     
  • Identify different use cases for the implementation of various self-serve capabilities - Independently or in combination with other stakeholders/partners to improve customer experience
     
  • Document business requirements and liaise with internal & external stakeholders
     
  • Manage user acceptance test (UAT), develop rollout plan and execute implementation activities
     
  • Design workflow and processes with operations units
     
  • Support smooth rollout of enhancements, manage pre and post-implementation activities, train frontline teams and develop processes with operations teams
     
  • Work closely with IT/ops team to resolve project and implementation issues

Roles & Responsibilities


Drive adoption of digital self-serve among business customers

  • Lead, develop and execute the overall digital self-serve strategy and roadmap/backlog of enhancements/features.
     
  • Drive and account for the adoption and MAU to the digital self-serve platforms among business customers through digital marketing activities/campaigns
     
  • Serve as a key point of contact for ongoing support and management of digital self-serve related improvement or enhancement requirement.
     
  • Manage 3rd party vendors (integrated to our platforms) to successfully deliver the digital self-serve use cases and performances.
     
  • Be data driven – from managing product backlogs, tracking post-implementation performance, to the execution of marketing activities to increase adoption – in order to measure ROIs and determine next course of action or priority.

Qualifications

 

  • Degree with at least 3 years marketing and/or product owner experience in B2B digital self-serve/mobile app and digital campaigns
     
  • Hands-on experience in developing user requirements, business analysis and managing user testing
     
  • Data-driven with keen understanding of key digital metrics such as Launches, MAU, crashes, with the ultimately objective of optimising and driving lower CPA
    and better ROI

     
  • Strong interpersonal and communication skills and ability to build strong partnerships with internal business partners and work well under tight timeline
     
  • Familiar with digital and mobile technologies development and trends