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T-Mobile USA, Inc Sr Digital Business Manager in Bellevue, Washington
Be unstoppable with us! T-Mobile is synonymous with innovation-and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won't stop! Job Overview The Senior Digital Business Manager delivers key outcomes through web/app experiences. This individual contributor leads in a matrixed cross-functional environment and mentors junior members of the team. This role exudes a high level of executive presence and possesses superior communication skills. The role partners with Marketing, LoB, and Creative teams ensuring enterprise campaigns are delivered in the digital channel in the optimal way and agreed quarterly targets are delivered. This role is bias to action and is outcomes-driven with accountability for Key Performance Indicators (KPIs) across the prospect and base customer lifecycle, spanning activation, conversion, onboarding, engagement, retention, cross-sell, win-back, and saves. This data-driven position leverages 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. The position requires a high level of cross-functional collaboration with lines of business, integrated marketing, creative studios, customer care, UX, business insights, etc. The position reports on, analyzes, 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. Job Responsibilities: Own and drive web strategy to deliver business outcomes across the prospect and base customer lifecycle, spanning activation, onboarding, engagement, retention, cross-sell, win-back, and saves Define web strategy, measurement plan, 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, conceptualizing marketing plans to deliver success against these customer segments and phases, building a testing roadmap, and working with key stakeholders to implement 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 and complete tactics, test plans, and optimization across web for Prospect and Customer flows that deliver against acquisition and engagement KPIs to further business outcomes. Be responsible for 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 planning materials, impact sizing and forecasts, performance measurement, and applying findings to optimize results Find opportunities for efficiency and automation and work cross-functionally on implementation Communicate marketing objectives, strategy, and breakthroughs to senior leaders and key stakeholders Act as business investor and customer advocate to cha