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Director, Digital Client Experience

London, United Kingdom | Factset

  • Industry:
    Information Technologies
  • Position Type:
    Full-Time
  • Functions:
    General Management
    Marketing
  • Experience:
    12-15 years
Job Description:
121 people have viewed this job

Global Marketing at FactSet focuses on driving awareness and demand for FactSet’s current and future solutions in support of company revenue goals. Through thought leadership, brand awareness initiatives and a consistent focus on the customer experience, we establish FactSet as a trusted partner helping to solve our client’s greatest challenges through the power of collaboration. All along the customers’ buying journey through retention, we partner with our business units, sales teams, and technology stakeholders to execute go-to-market strategies, deliver robust marketing programs and produce compelling content that attracts, engages, and converts qualified prospects and retains customers.


The Director, Digital Client Experience is responsible for leading the strategy and delivery of end-to-end customer interactions with our brand during the buyer journey. As part of the Marketing leadership team, this role will bring together our digital marketing capabilities, website, marketplace, and other web properties for a fully integrated point of view on how FactSet positions and sells our solutions to the market.  


This is a highly collaborative role, where you will work with senior leadership and business stakeholders across our Strategic Business Units, Sales, and Product, Content, and Technology teams to understand short and long-term ASV goals and execute a digital customer strategy focused on enhancing the stages of the digital sales funnel. The overall goal is to ensure consistency between the experience promised and the one delivered.


Responsibilities:


Directly accountable for the overall planning, leadership, and direction of the capabilities of our digital customer experience that supports the buyer journey and enhances the digital footprint across all digital marketing channels leading to a shorter sales cycle 

Collaborate with marketers and stakeholders to understand target user personas, business goals, and go-to-market strategies to devise innovative digital marketing solutions that provide a consistent buyer experience for customers

As part of the Digital Transformation initiative, partner with technology leads across the company and oversee the cross-functional project to merge three distinct digital properties into a single client experience that promotes product and solution discovery and empowers seamless self-registration and one-click product trialing

Work closely with technology teams and project management to assure effective communication of requirements, organized and planned product releases, and to make sure our shared objectives are achieved

Collaborate with the Brand, Product Development, and UI/UX teams to make sure FactSet’s digital marketing assets are consistent with all client platforms

Direct the strategy and implementation of future digital, WEB, social and multichannel architecture strategies that accelerate our sales cycle to realize revenue faster

Proactively communicate timely updates of digital marketing project status, milestones and barriers

Develop measurement plans with KPI’s necessary to track big picture success and alignment with strategy in partnership with other marketing functions 

Gather, organize, and assimilate internal and external feedback to identify and prioritize gaps and enhancements in our digital channels

Collaborate across Marketing teams to display messaging, content, products, thought leadership etc. according to SEO best practices and SEM objectives.

Stay informed on the latest thinking in emerging digital marketing technologies, approaches, and strategies to help shape the future of the digital client experience

Qualifications:


At least 12 years of experience in a digital marketing strategy role

Deep understanding of digital marketing tactics, WEB, and B2B ecommerce as well as current trends in digital funnel management and client experience

A proven track record of developing actionable and profitable strategies that also drive business growth and brand equity

Excellent analytical skills, problem-solving and quantitative skills

Ability to innovate and develop creative solutions to complex problems

Ability to motivate and manage cross practice teams that are not direct reports

Strong written skills with the ability to take complex ideas and distill them down into digestible concepts

Experience managing internal stakeholders to set expectations appropriately and deliver on those expectations

Experience fostering a data-driven, test-and-learn culture from concept development and user research through ongoing analysis and A/B testing

Proficient at defining, analyzing, documenting, and communicating product and software requirements in an agile software development setting

Self-starter with entrepreneurial drive and demonstrated ability to identify and solve critical problems and achieve stretch goals in a fast-paced, dynamic environment

Polished written and verbal communication skills able to effectively interact and influence a diverse set of business and technical stakeholders


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