Overall description of the position
The Global Platform Management Services Coordinator (PMC) will be responsible for ensuring the on-time and high-quality delivery of services that help enable campaign automation execution throughout our marketing automation tool. Using his/her own subject matter expertise and experience, the PMC will coordinate the tasks of the “Platform Management – Automation” squad within the HP Services (HPS) Delivery Unit’s (DU) Global Omnichannel Execution Services department and Campaign Automation team, while also providing guidance & support on campaign automation and execution topics to both his/her scope group and their stakeholders.
This individual will play an important role in addressing our internal organization’s future ability to execute omnichannel campaign services efficiently and effectively, and in turn, Boehringer’s future ability to deliver optimal customer experience. This role is pivotal to our future ability to automate and optimize our current omnichannel campaign service requests on a scale. The PMAC operates comfortably in a matrixed environment, defining and improving processes in areas with ambiguity, and acting as the first escalation point for technical enablement and platform operational issues.
Functions and Responsibilities:
- Ensure timely and high-quality task execution in the scope group through coordination of operational tasks and expectation governance, to facilitate delivery of campaign executional services to be delivered by HPS DU's Campaign Automation team.
- Oversee technical workflow setup (journey configuration, data flows, HTML components) and the proper enablement of measurement and QA within automations.
- Utilize expertise of platforms, processes, and best practices for campaign execution, automation and related campaign services to guide the scope group.
- Guide UAT for platform enhancements; triage and track platform bugs/incidents; maintain a clear backlog with Platform Omnichannel squad
- Define, maintain, and continuously improve processes, standards, and playbooks for automation delivery; drive adoption of shared templates, components, and naming conventions.
- Ensure high‑quality documentation of enhancements, technical processes, and operational guidance for the squad.
- Identify and implement campaign automation innovations that increase efficiency, improve quality, and reduce manual effort across journeys and markets.
- Ensure process adherence, define and optimize processes, maintain documentation, and find service-oriented solutions when needed.
- Running campaign QA standards with the squad; monitor defect trends and escape rates; ensure compliant enablement of regulated use cases
- Build trusted relationships across business, operational, and technical teams; communicate complex topics clearly and concisely.
Requirements:
- 3+ years of experience in coordinating operational tasks and workload of a group, with the ability to communicate with and connect different personalities and profiles.
- 3+ years of experience in marketing automation tools and/or customer data platforms, related data concepts, and digital marketing topics and best practices. Salesforce Marketing Cloud experience is strongly preferred.
- Bachelor’s degree in business administration/digital marketing and affinity towards tech or Bachelor in technical studies combined with a strong business acumen and digital marketing experience.
- Exposure to and knowledge of both front-end and back-end development concepts is preferred. Experience with databases and data concepts, including SQL and ETL skills, is highly preferred.
- Proven experience in using subject matter expertise to provide guidance, share knowledge, and define processes.
- Proven experience in building trusted relationships across various functions, excellent communication skills adaptable to diverse stakeholders, and the ability to liaise effectively between business, operational, and technical users.
- Able to quickly understand and simplify complex topics, connect big-picture concepts with in-depth details, manage time effectively, and adapt to a fast-paced, changing environment. Keeping attention to detail and quality.
- Proactive, self-motivated, solutions-oriented, able to work independently, think critically, find solutions, and make decisions in complex, ambiguous situations.
- The general nature of the job requires 100% fluency and comfort in English, including reading, writing, listening, speaking, and presenting.
#IamBoehringerIngelheim because…
We are continuously working to design the best experience for you. Here are some examples of how we will take care of you:
- Flexible working conditions
- Life and accident insurance
- Health insurance at a competitive price
- Investment in your learning and development
- Gym membership discounts
If you have read this far, what are you waiting for to apply? We want to know more about you!