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Digital Marketing Service Lead

Company: Lionbridge Technologies
Location: Dublin
Posted on: January 12, 2021

Job Description:

About Lionbridge:Lionbridge (NASDAQ:LIOX) is a global outsourcing company that combines onshore, near-shore and offshore resources with proven program management capabilities to deliver value throughout a client's product or application lifecycle - from development through globalization, testing, and maintenance. With a history of managing complex IT projects across multiple time zones, languages, and cultures, Lionbridge helps clients mitigate the risk of global sourcing by implementing best practices for knowledge transfer, project governance, and offshore transition. Lionbridge stays close to its customers by managing global program execution from solution centers in twenty-five (25) countries. Visit for more information. DMS (Digital Marketing Services) LeadPosition: DMS Lead Location: Dublin, Ireland Department: GDMP Reporting to: Global Digital Marketing Production Manager (GDMPM)GDMP Global Digital Marketing ProductionPosition Summary The Digital Marketing Services (DMS) Lead is responsible for leading and developing a team of local and/or a GDC team of resources who will be carrying out all Production activities for the Global Digital Marketing Production team (GDMP), including Content Editorial, Web Development, and Customer Experience tasks following and conforming to Lionbridge worldwide Production processes and guidelines. She/he will have full ownership of one or more complex GDMP project(s) from a resourcing, scheduling and cost efficiency point of view. The DMS Lead ensures the project results meets local and global expectations which he/she reports to the Global Digital Marketing Production Manager (GDMPM).The DMS Lead is responsible for developing and maintaining good customer relationships, driving Innovation and Operational efficiencies, while ensuring customer expectations are met and/or exceeded and maintaining highest levels of quality and efficiency.Primary Responsibilities Manage a large and diverse team of people including: Digital Services Leads, Digital Experience Producers and Digital Experience Developers, with responsibility for digital marketing production and delivery for our CustomersDrive continuous improvement around processes and technologies used in the Digital Marketing production process, ensuring a Quality product is delivered to our CustomersResponsible for Customer Service delivery of the Global team of Marketing Services --- including resources across the various Global Development Centres. Own a GDC collaboration and development plan to ensure customer satisfaction and cost competitiveness of Lionbridge Contribute to Customer proposals, around Digital Marketing services strategies and deliveryContribute to revenue growth through technical innovation and collaboration with Global Program Management, and Sales Sponsor, Own and contribute to Corporate, Site and team initiativesContribute to a Talent management and Development strategy across the Marketing Services team, focusing specifically on developing a high performing team through on-going coaching and developmental feedback. Collaborate with extended management team to drive site shared team goals for self and appropriate team membersPlan resourcing and training based on discussions with the client and/or Lionbridge PM teamDrive a Culture of Innovation and Learning within the Marketing Services team Drive and Contribute to the Design, Creation and Deployment of new Service capabilitiesDrive a Culture focused on commercial relationships with Lionbridge---s Customer, within the team, which also focuses on ever better CSAT scoresOverall focus on Customer Service and SatisfactionEnsure on-time global delivery to the highest quality standards with full SEO compliancyOwnership for all communication around deliverables to the client and Lionbridge PM team; act as single point of contact for all requestsLiaise with Marketing Managers worldwide on customization requestsOwn the facilitation for troubleshooting technical issues with the client teamResponsible for communicating performance to the client, such as KPI data and SLA conformance Coach and train all project resources as neededAssign tasks and work to the team resources ensuring the balancing of work among global team members according to skills and individual workloadProvision of applicable technical support to the teamContact the customer directly as needed, e.g. on high priority issues Report on all program/project issues to GDMPM and Lionbridge PM team as requiredEnsure that CSAT trends and scores are positively increasing and that all Complaints and Fix-IT---s are reducingOverall ownership for Process Improvement and Innovation across the entire Production team:Foster a collaborative environment across the global team to allow for Automation & Innovation extreme across the program/ project(s)Improve and enhance all relevant Production processes with metric driven dataContribute to the planning and deployment of increased automation for the projectDevelop and maintain best practices/processes for the project using the LSS programWork with GDMPM to further develop improvements across the program/project teamHR responsibility for team, including all below items:Communicate Lionbridge policies, values and mission to new employees.Carry out performance reviews in accordance with the company HR policyLay out goals and objectives and adjust them to respective needs, review with GDMPM pre-implementation, monitor achievements and give regular feedback to both direct report and GDMPMTake disciplinary action in accordance with HR guidelines Setup formal monthly 1:2:1 meetings with all direct reports and provide regular feedback to both the resource and GDMPMIdentify training gaps and track training undertaken for all direct reportsDetermine individual and team training requirements and drive to completionContribute to GDMP management by taking on respective departmental duties as assigned by GDMPMTake full ownership for aspects of departmental management: Training, Resource Management, Forecasts, Quality Control, KPI definition trackers, Automation rollouts, etc.,Represent GDMP group in Cross-Functional process improvement meetings and sales meetings with prospective clientsWork with the GDMPM on succession planning and managementAny additional tasks required as the role evolves Qualifications & Skills:Excellent leadership, communication and negotiation skillsProven organizational skills and relentless attention to detailEducated to at least degree level, preferably Bachelor of Science degree, business administration or technical equivalent or proven relevant experienceProven ability to assess new technical services, followed by deploymentExtensive experience of working with offshoring modelsProven stakeholder management, negotiation and relationship building experienceProven Client management skillsSeeking 5 years of experience with the following:Technical expertise with varied Enterprise level CMS---sExpertise in HTML, XML,CSS and other technologies related to Digital Marketing ProductionExpertise in SEO and SEM, and Analytics5 years people management experience within an agile technical environment, including recruitment, performance management, career development etc.5 years leadership experience on technically complex, and relationship challenging Projects, in a Global Services environmentMetric definition, tracking and reporting skillsHistory of meeting and exceeding deliverablesAbility to take ownership of tasks and drive efficienciesAbility to work self-sufficiently within a team environmentProactive work ethic with strong leadership abilitiesCompleted Lionbridge (or equivalent) management trainingLSS certification (yellow belt or higher) is preferableThis document describes the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described.Requisition ID28029- Posted12/24/2020-Operations Management-Ireland-Co. Dublin-Dublin-

Keywords: Lionbridge Technologies, Dublin , Digital Marketing Service Lead, Other , Dublin, California

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