Omnichannel Solution Owner

Role Summary

Omnichannel Solution Owner responsible for transforming marketers' objectives into actionable requirements, coordinating across delivery teams, and ensuring high-quality omnichannel campaigns. Focus on user experience, data management, and operational excellence within the Global Omnichannel Delivery team.

Responsibilities

• Solution Design: Transform marketer objectives and desired customer experiences into actionable requirements for omnichannel delivery teams.
• Represent Services to the Business: Serve as operational liaison with brand teams, ensuring alignment with quality standards and key metrics.
• Technical and Feasibility Assessment: Assess feasibility and standards adherence, leveraging marketing technology platforms and partnering with IT as needed.
• Delivery Orchestration: Lead collaboration with internal and external teams to build, test, and launch multi/omnichannel campaigns; synchronize with work management processes.
• Program Partnership and Planning: Plan timelines, resource use, dependencies, and risk; advise on impacts of changes to experience, timelines, cost, and risk.
• Quality, Data, and Acceptance: Review UAT plans and enable client demos; manage data requests for targeting and stitching.
• Operational Excellence and Scaling: Drive continuous improvement and scale standardized services and processes.
• Focus on User Experience: Ensure end-to-end requirements meet customer experience objectives; manage risks and drive corrective actions.
• Process SME/Stewardship: Maintain governance of processes aligned with Global Excellence standards.
• Team Enablement: Support onboarding, document SOPs, and enable scalable solutions.

Qualifications

• Required: 7–10 years of experience in technical project management or Marketing Operations; high school diploma or GED. Preferred: bachelor’s degree with 5–7 years of relevant experience.
• Collaborative and proactive in gathering detailed requirements and ensuring tracking for campaign reporting and analysis.
• Ability to procure detailed requirements from marketers/strategists when information is incomplete.
• Client-focused with strong interpersonal skills and ability to build relationships with business partners.
• Strong business sense and understanding of creating customer-centric omnichannel experiences.
• Knowledge of digital channels including Websites, CRM Emails, CDPs, etc.

Skills

• Digital channel strategy and execution
• Cross-functional collaboration and stakeholder management
• Requirements gathering and business analysis
• Campaign planning, testing, and optimization
• Data management and privacy considerations

Education

• High school diploma or GED required; bachelor’s degree preferred

Additional Requirements

• Travel: Not specified
• Physical demands: Not specified