Job Description
Basic Function and Scope of the Position:
Reporting to the Vice President of Customer Engagement, this position will serve as the primary management liason between commercial operations and the GIS team to scope, implement, and maintain the critical commercial enterprise business systems including all quote-to-cash (e-business), customer relationship management, and business intelligence systems, and, in collaboration with the web team, all online channels. The role will share responsibility with Corporate Marketing to establish and execute on a digital strategy for the company that maximizes customer experience, drives revenues and profitability, and creates the desired brand experience for customers, investors, and employees. Establish best practices for program and project management of commercial business systems projects. Establish and contribute to the effective governance of key business systems, CBO resource prioritization, and establishment of KPI’s and service levels. Success will be measured in relation to project deliverables, intended outcomes of projects to the efficiency and profitability of the company, and the ability to meet or exceed the expectations of stakeholders.
Tasks and Responsibilities:
• Recruit, manage and develop CBO staff including Project Managers, Developers, Business Analysts, DBA’s, System Administrators, and Market Analysts
• Work with the relevant stakeholders to develop strategy for internal and external systems to improve customer experience, increase revenue and sales productivity, streamline quote to cash process and improve marketing effectiveness.
• Work with the relevant stakeholders to collect requirements and map systems, software and projects to support the desired commercial digital strategy.
• Partner with IS, Business Units, Operations, and Executives to facilitate effective governance, prioritization and resourcing of commercially relevant business systems.
• Partner with Commercial managers and Business Unit Managers to define current and future business needs for major commercial systems including Customer Relationship Management (CRM), Quote-to-Cash, e-business, Customer Support Portal, Business Intelligence, Competitive Intelligence, demand management (MAP) and marketing resource management (MRM) and Enterprise Resource Planning (ERP) systems. Manage incremental development, deployment and support where appropriate.
• Facilitate the development of business process, workflow, and system requirements for commercial business systems
• Develop and execute an operational strategy that maps business needs to projects, deliverables, outcomes and sustainable systems consistent with Illumina’s commercial objectives
• Partner with GIS to measure and improve Illumina’s commercial business systems to ensure they are stable, scalable, and sustainable
• Centralize and manage the aggregation and dissemination of key business metrics to stakeholders, management and executives
• Identify opportunities for process automation and partner with stakeholders to select, source and implement systems/tools.
• Solicit, engage, and manage outside business and software consultants and vendors for appropriate projects within budget and to defined milestones and deliverables
• Establish scalable processes for managing the integrity of key commercial data including product master data, pricing and discounting policies, approval routings, sales quotes and sales contracts
All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.
Preferred Educational Background:
• Bachelor’s degree in Business, Computer Science, MS/IT, or related field required. Emphasis on Marketing, Sales, Commercial operations preferred.
• MBA strongly preferred.
Preferred Experiential Background:
• Must have 5+ years experience in a management role with direct reports and personnel development responsibilities in a commercial, IS, Program Management capacity, preferably in a related business or similar business model.
• Knowledge of, or experience with, commercial related ERP business processes, e-commerce, CRM, Business Intelligence and analysis systems, preferably including Enterprise 1, Salesforce.com, BigMachines, Marketo, Cognos or similar systems, MRM and MAP platforms.
• Experience managing matrixed projects in .net web environments,
• Experience with web commercie and the delivery of profile based personalized content used in customer portal systems
• Experience managing and coordinating multiple implementation projects across internal and external teams
• Experience implementing commercial systems and measuring the impact on customer experience and business outcomes
• Ability to analyze and resolve problems independently.
• Strong organizational skills and very detail oriented.
• Excellent verbal and written communication skills. Strong presentation skills. Experience communicating effectively to executives.
• Demonstrated initiative, solid judgment and creativity.
• Ability to work in a fast-paced, deadline-oriented environment.
• Ability to interface well at all levels of the organization.
• Ability to work with multiple stakeholders to manage priorities and reliably deliver on timelines and commitments.
Apply Now - Resume or CV with Job Post Title
Email: jobs@aarenconsultants.in
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