The Senior Manager, Operations – Web Services is responsible for global service enablement within the Experience domain, specifically Haleon’s Web Estate. Reporting into the Director, Global Operations – Experience Services, this role supports the central strategy, experience design and executional support for all of Haleon’s brand.com properties and other select web-based enterprise properties in close partnership with a Global Data & Tech Product Manager. They will also play a key role in helping to shape and deliver Haleon’s approach to personalisation, privacy, accessibility, and tag/cookie management among others.

• Strategic Guidance – support the Director, Experience Services and Data & Tech Product Owner in defining the strategy and product roadmap for Haleon’s global Web Estate.
• Stakeholder Management – partner closely with Brand Managers, Digital Leads et al in the BUs and Global Categories to understand their needs to inform product visions, strategies, features, and priorities. Also, partner with them to on the implementation and onboarding of those same capabilities.
• Project Management – on budget, on-time, high quality delivery and global roll-out of key cross-functional Web-related initiatives that deliver the desired KPI’s.
• Partner Management – nurture the relationship, lead the day-to-day engagement and manage the performance of key external service partners that support Haleon’s Web Estate. Drive continuous improvement initiatives to enhance the quality and reliability of partner delivery, holding teams accountable for meeting Haleon standards.
• Operational Support – manage the set-up, access and support of relevant internal and external enabling MarTech systems, identifying strategies to improve operational efficiency and streamline processes. Leads adherence to Haleon digital governance practices and compliance audit issues resolution.
• Measurement & Analysis – ongoing measurement and analysis of the web estate to guide internal teams and external support partners in the delivery successful delivery of strategic goals and KPI’s.
• Subject Matter Expertise – be the internal expert for Haleon’s Website capability, process, standards and related support services. Educate and inspire marketeers with Web best practice to continuously optimize marketing effectiveness.

Basic Qualifications

• University Degree, ideally in Computer Science, Marketing or Business
• 8+ years’ experience digital marketing on the agency, consultancy or client side with at least 2+ years of Web/CX specific experience
• 2-4 years Product Management (or similar) experience leading cross-functional teams in the delivery of global solutions using agile methodologies
• Strong understanding Customer Experience and Web Development trends, best practices and enabling technologies
• Proven track record of service-oriented, value-based and data-driven approach to meeting stakeholder needs and KPI’s
• Excellent communication and presentation skills, with an ability to design and develop playbooks and training materials for a global audience
• Self-motivated and driven to deliver successful business outcomes in globally matrixed organizational structure

Preferred Qualifications

• Previous experience of working with FMCG brands and/or healthcare brands
• Previous experience of working with in a global role supporting local markets
• Experience with Adobe Experience Manager or similar CMS solutions
• Experience with Google Analytics and web performance analytics platforms
• Experience in delivering projects of a global scale
• Experience in supplier management and process improvement