Director of Customer Engagement Solutions
Requirements Position Description:Macmillan Group Technology is looking to hire a Director of Customer Engagement Solutions to join the Business Systems team. This team will introduce and direct a Business Systems Change Program, defining and introducing global systems across the publishing divisions within Macmillan, Science and Education: Macmillan Higher Education, Macmillan Education, Nature Publishing Group and Palgrave Macmillan. This position will report to the Director of Business Systems (based in London) The Business Systems team will consist of a Director 5 Program Managers and a team of Project Managers and Business Analysts). The Director of Customer Engagement Solutions will form an important part of the new team, leading change initiatives focused around Sales, Marketing and CRM systems.Major Responsibilities:• Work closely with the relevant business stakeholders to create a road map for Customer Engagement Solutions across the Macmillan Science and Education publishing divisions.• Manage the Customer Engagement roadmap within the Business Systems change program..• Create and manage a scalable team of systems implementation resources through a combination of internal and contract resources and systems suppliers to deliver the change projects.• Manage systems supplier relationships together with colleagues within Business Systems.• Proactively manage all communications related to Customer Engagement Solutions projects.Required Skills / Knowledge:• Knowledge and experience of Program and Project Management and Change Management approaches.• Strong knowledge of Customer Relationship Management,Marketing systems, commissioning websites, analytics.Digital supply chain.• Must be proactive• Excellent communication skills and the ability to build both internal and external partnerships.Experience Needed:• 10+ years of IT and business systems experience including change implementation, project and program management.• Experience managing multiple suppliers for project delivery.• Experience of working closely with senior management to define systems strategy.• Extensive experience with systems and project management tools (i.e, Prince 11, APM, ITIL)Educational Background Desired:• Undergraduate degree• Professional accreditation in the development and deployment of relevant systems. Specifically Customer Relationship Management applications.