Sr Manager, Digital Business Management

At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

Our Broadband Product and Digital Business Management team is at the forefront of building the customer-facing products and experiences that will continue to fuel our expansion in internet services for homes and businesses. The Senior Manager Digital Management is a leadership position that develops a high-performing team responsible for delivering key outcomes through web/app experiences. This leader possesses superior communication skills and a high level of executive presence while partnering with Marketing, LoB, and Creative teams ensuring enterprise campaigns are delivered in the digital channel in the optimal way, enterprise products/services are launched, and agreed quarterly targets are delivered. This role has a bias to action and is outcomes-driven with accountability for Key Performance Indicators across the prospect and base customer lifecycle, spanning activation, conversion, onboarding, engagement, retention, cross-sell, win-back, and saves. The team is comprised of highly analytical activators and as such the leader is data-driven and comfortable leveraging data to define and influence innovative experiences that increase customer satisfaction, drive online and omni-channel sales, and reduce costs.

This role embraces experimentation and learning and is energized by the spirit of continual improvement, and it requires a high level of cross-functional collaboration with lines of business, integrated marketing, creative studios, customer care, User experience, business insights, etc. This role oversees reporting, analysis, and uses historical data, site/campaign performance, and research to inform strategy and prioritize work based on business impact. They influence and support new features and functionality launches to increase activations and support the overall customer experience.

This role operates autonomously; Designs strategy; Defines input and output goals; has strong executive presence and has command of channel health and success measurement; Experienced with tools and able to train other team members.

This is a hybrid position required to be working in-office at least 3 days a week.

Job Responsibilities:

• Manage user flows, and creative learning agendas to support business goals and enterprise initiatives as well as analyzing relevant data and insights to optimize campaign and site performance

• Leverage valuable trends through data analysis, mapping the customer journey, defining customer segmentation, ideating marketing plans to deliver success against these customer segments and phases, building a testing roadmap, and working with key stakeholders to execute this roadmap

• Identify experience gaps to understand customer satisfaction, motivation, etc. to develop deep insights into customer needs and behaviors to help inform traffic strategies and product roadmap

• Define a performance measurement plan and targets for achieving weekly, quarterly, annual goals by working with Strategy & Planning and Performance analytics

• Define and execute tactics, test plans, and optimization across web for Prospect and Customer flows that deliver against accountable business outcomes across the prospect and base customer lifecycle, spanning activation, onboarding, engagement, retention, cross-sell, win-back, and saves

• Plan, develop and execute campaigns and programs in close collaboration with marketing, creative, operations, business product partners to align and execute from initial concept to final execution

• Own the merchandising and traffic flow to move customers through the funnel and retain them, including customer segmentation and tailored experiences

• Create artifacts needed to set up projects for success, including but not limited to concept briefs, customer lifecycle maps, consumer research requirements, experience requirements, test and learn plan, etc.

• Establish and manage reporting framework and methodology to measure effectiveness and optimize results

• Identify opportunities for efficiency and automation and work cross-functionally on implementation

• Manage partner teams through creative reviews and legal edits until product is final

• Communicate marketing objectives, strategy, and milestones to senior leaders and key stakeholders

• Act as business investor and customer advocate to champion optimal digital experiences

• Use performance, behavioral, customer and market data and insights to analyze and optimize to outcomes

• Develop hypotheses for test-and-learn plan for improving experiences and campaigns across key areas in Digital

• Lead transformation through continual optimization and building efficient and scalable processes

• Codify learnings and share best practices across teams

• Prioritize team deliverables based on business outcomes and priorities

• Define and manage team’s annual input and output goals that ladder into Digital Team’s OKR (Objective & Key Results) framework

• Strong team management skills with experience in hiring and developing top talent

• Create an inclusive and diverse working environment that fosters collaboration and positive intent

• Also responsible for other Duties/Projects as assigned by business management as needed.

Knowledge, Skills and Abilities:

• Microsoft PowerPoint: Ability to distill complex and multi-faceted strategies and articulate narratives into slide format

• Microsoft Excel: Ability to source and manipulate complex data sets, including leveraging pivot tables and V-lookups

• Web Content Management: Skilled at managing content portfolios and how to govern allocation and optimize for business goals

• Marketing Research: Ability to identify and drive A/B test methodology and implementation and leverage research methods to attain customer insights and inform strategy

• Tableau: Ability to build dashboards and other data visualization using tools like Adobe Analytics or Tableau

• Segmentation: Ability to develop customer segments and tailored content to increase engagement and drive business outcomes

• Web Development: Ability to do light html or other web language manipulation preferred

• Process Improvement: Ability to identify process improvements to increase team efficiency and cost reduction preferred

• Ability to write basic SQL preferred

Qualifications:

• Bachelor's degree; Advanced degree preferred

• 7 years in Digital Marketing, Digital Merchandising, eCommerce, or similar field

• 4 as an analyst or using data and metrics to measure impact and determine improvements

• 4 years managing high performing teams and nurturing talent

• 4 years cross-functional project management experience

• 2 years Internet B2C commerce experience responsible for site merchandising

• 2 years in project scoping, forecasting, and planning, budget management, risk management and change control management preferred

• 2 years working in one or more of the following industries US wireless (e.g., carrier, OEM (Original Equipment Manufacturer), software provider, infrastructure provider, consulting, or research firm) preferred

• At least 18 years of age

• Legally authorized to work in the United States

Base Pay Range: $119,200 - $215,000

Corporate Bonus Target: 20%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

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