Job Information
Liberty Latin America Senior Director, Digital Growth in Puerto Rico
What´s the role?
Reporting to the Chief Digital Officer, with dotted line to the Operating company CEO as a key member of the CEO’s staff and overseeing 3-5 resources that are focused on driving digital transformation and deployment in the operating company.
Role will act as the digital leader for the operating company, partnering with the other key members of the senior leadership team of the COE to drive digital transformation for the market. The responsibilities will include, contributing to the LLA digital transformation plan as a key part of the digital leadership team, understanding key business and market priorities and determining the local market digital needs and plans across marketing, sales, care and operations, develop prioritization of digital and analytics needs, and working with the central team to establish the capabilities and drive adoption in the market.
How can you add value?
· As part of the digital leadership team, drive the definition of the digital transformation strategy and the digital capabilities
· As the key leader for digital in the operating company, drive the deployment of the digital platform and capabilities, working with the central team, in the operating company
· Manage the adoption and growth on the digital platform, including
– upper funnel growth through digital marketing to drive sales, working with the OpCo marketing teams
– Middle funnel conversion rate optimization, working with the central teams
– Lower funnel transformation in the back office to drive friction free customer journey, working with the sales and care teams
– Care and operations adoption and transformation, working with the care, network teams
· Work with the SLT and the CEO to identify the value, market priorities and prioritize the digital journeys and capabilities for the OpCo
· Work with the central digital journey team to analyze the customer journeys and to define the reimagined customer journeys
· Conduct local market research including managing the customer panels, ethnographic studies, UX research etc.,
· Work with the central digital team to schedule the digital capabilities development for the opco
Establish OpCo LRP and KPIs and measure the adoption and efficacy of digital channels in the marketplace
· Be the digital evangelist in the local market to socialize and promote the digital capabilities in the opco
· Manage integration and transition of digital capabilities through any M&A activities
· Facilitate deployment of advanced analytics in the market to drive growth and optimization, working with the central analytics team and local market marketing, sales, and operations teams
· Develop the budget (capex, opex) for digital transformation for the OpCo digital and analytics plans
· Working with the OpCO digital leaders, manage the execution of the plans and track progress and value
· Lead innovation in digital transformation of growth and CVM for LLA
What do you need?
Knowledge & Experience:
Preferred education/ qualifications:
- Graduate level (Bachelors or higher) degree in Business or marketing or related field, with significant experience in driving growth and CVM and in digital transformation. MBA preferred
Specific Knowledge & Experience:
Minimum 15 years previous relevant leadership experience gained within a large commercial environment
Deep knowledge and understanding of various customer facing functions including marketing, sales, pricing, propositions, care, and operations.
Deep knowledge of digital capabilities and approaches to drive transformation across the areas mentioned
Broad based knowledge of e-commerce tool sets and practices including SEO, SEM, campaign management, targeting and re-targeting, social marketing, e-care, analytics driven operations optimization etc.,
Deep understanding of KPIs across the business and the ability to assess metrics and devise plans to optimize the metrics using digital capabilities and analytics
Ability to continuously innovate and optimize digital capabilities across all aspects of operations
Deep knowledge of customer journey mapping and journey analytics
Knowledge of journey analytics and orchestration tools
Understanding of / ability to quickly learn business functions and value and the use of advanced analytics in the various functions (marketing, sales, care, operations) to drive effectiveness and efficiency
Experience and ability to work in a matrixed environment, and ability to drive change through influence
Strong record of people management in a technical and commercial environment, including communication, negotiation and conflict resolution skills
Strong written and verbal communication skills, ability to form strong business relationships across all functions
Solid grasp of business financials, demonstrating a track record of success as a business leader and have the ability to collaborate with various departments to achieve mutual success
Timeliness in all actions with quality consciousness towards services received and provided
Extensive proven experience of project management techniques including planning, resource allocation, prioritization and escalation within an international telecom environment.
Strong ability to work logically through a timeline.
Strong ability to create and maintain process adherence
Strong vendor management experience. Expertise in driving operational efficiencies through innovative partner and vendor management
Demonstrate the ability to influence senior stakeholders both financially and strategically
Demonstrate strong influencing and persuading skills, encourage colleagues and teams to change established processes and achieve improvements and best practice
Significant negotiation skills, both commercially and complex delivery disciplines
Demonstrates strong political awareness and influence
Effectively gathers information, structures clear reasons for decisions and leads debate where required
Demonstrates strong ability to work under pressure with multiple competing priorities.
Demonstrates the ability to understand data and analytics capabilities and their impact on customer experience and business improvement and the ability to articulate in a meaningful way for the teams
Extensive experience in Agile delivery approaches
Skills & Abilities:
Co-creates and executes Strategy
Implements on the Digital objectives as reflected in the company’s strategic objectives and the pillars of one promise, one plan, one company
Innovates with a customer focus
Surprises and delights our customers and innovates based on the needs of tomorrow
Entrepreneurial Drive for Results
Tenacious and relentless in their drive for results. Striving to achieve simplicity for our customers and employees
Lives One Company
Works across our matrix/footprint to achieve the best outcome for the business, our customers, employees and shareholders
Leads and Inspires
Authentic, transparent and considerate. Works hard to create a Winning Team
Industry Specific
Multi-industry knowledge with ability to leverage knowledge from other industries such as Banking to innovate on LLA’s digital approach. Knowledge of telecommunications, ISP & Broadcast industry is a plus.
Resilient Approach
Ability to lead at scale across multiple priorities, continually innovating and creating new opportunities to deliver greater efficiency
Required critical competencies and behaviors:
Business Focus
Accountable for the performance of the team against the Business OKRs and KPIs
Accountable for managing the team’s set financial budget and targets in conjunction with the Financial Business partner
Accountable for ensuring that Operating models are in place and current at group and individual team level.
Accountable for ensuring the Vision and Strategy of the group is set, refreshed 6 monthly and communicated to their teams in conjunction with the IT Strategy team
Accountable for acting as a member of their peer management team to ensure success for their peer group and IT management team as a whole, not just their own team
People
Accountable for setting the people agenda in conjunction with the People team and the Learning and Development team
Accountable for ensuring that a culture of Unconditional Positive regard, openness, challenge, respect, transparency, bravery and celebrating success exists in their team
Accountable for ensuring each team in their group has the required direction to fulfil the remit of their team
Accountable for ensuring that staff performance is proactively managed to ensure necessary productivity and standards of team are met and ensuring if not, structured actions to remedy are undertaken
Accountable for ensuring that Objectives are set to the necessary company timetable
Accountable for ensuring people development and training plans are in place
Accountable for ensuring that people succession plans are in place
Financial
Accountable for budget planning and management to the companies required timetable in conjunction with the strategy team and the financial business partner
Accountable for meeting their budget
Communications
Accountable for managing key Stakeholder expectations and communications
Accountable for Managing communications of key business and IT group information to their teams on a weekly basis
Relationships
Accountable for ensuring that key business relationships are identified, developed and regularly maintained proactively to support business performance and communications
Strong inter-personal and collaboration skills with the ability to interact at all levels, building and strengthening positive relationships at every touch point
Performance
Accountable for ensuring their team performance and habitually reviews working practices and performance with a view to improving processes, procedures and general levels of service, ultimately engendering a “continuous improvement” culture resulting in enhanced customer experience and group profitability
Ensure the production, measurement and achievement of meaningful key performance indicators to drive performance across their team
Accountable for ensuring that necessary delegates of authority are always in place to cover leave and sickness ensuring business continuity at all times
Reporting
- Accountable for ensuring that the required Management reporting is provided to the timetable and timescales required
Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Assessment, background check and drug test will be required to successful candidate.
If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.
What do you need?
Knowledge & Experience:
Preferred education/ qualifications:
- Graduate level (Bachelors or higher) degree in Business or marketing or related field, with significant experience in driving growth and CVM and in digital transformation. MBA preferred
Specific Knowledge & Experience:
Minimum 15 years previous relevant leadership experience gained within a large commercial environment
Deep knowledge and understanding of various customer facing functions including marketing, sales, pricing, propositions, care, and operations.
Deep knowledge of digital capabilities and approaches to drive transformation across the areas mentioned
Broad based knowledge of e-commerce tool sets and practices including SEO, SEM, campaign management, targeting and re-targeting, social marketing, e-care, analytics driven operations optimization etc.,
Deep understanding of KPIs across the business and the ability to assess metrics and devise plans to optimize the metrics using digital capabilities and analytics
Ability to continuously innovate and optimize digital capabilities across all aspects of operations
Deep knowledge of customer journey mapping and journey analytics
Knowledge of journey analytics and orchestration tools
Understanding of / ability to quickly learn business functions and value and the use of advanced analytics in the various functions (marketing, sales, care, operations) to drive effectiveness and efficiency
Experience and ability to work in a matrixed environment, and ability to drive change through influence
Strong record of people management in a technical and commercial environment, including communication, negotiation and conflict resolution skills
Strong written and verbal communication skills, ability to form strong business relationships across all functions
Solid grasp of business financials, demonstrating a track record of success as a business leader and have the ability to collaborate with various departments to achieve mutual success
Timeliness in all actions with quality consciousness towards services received and provided
Extensive proven experience of project management techniques including planning, resource allocation, prioritization and escalation within an international telecom environment.
Strong ability to work logically through a timeline.
Strong ability to create and maintain process adherence
Strong vendor management experience. Expertise in driving operational efficiencies through innovative partner and vendor management
Demonstrate the ability to influence senior stakeholders both financially and strategically
Demonstrate strong influencing and persuading skills, encourage colleagues and teams to change established processes and achieve improvements and best practice
Significant negotiation skills, both commercially and complex delivery disciplines
Demonstrates strong political awareness and influence
Effectively gathers information, structures clear reasons for decisions and leads debate where required
Demonstrates strong ability to work under pressure with multiple competing priorities.
Demonstrates the ability to understand data and analytics capabilities and their impact on customer experience and business improvement and the ability to articulate in a meaningful way for the teams
Extensive experience in Agile delivery approaches
Skills & Abilities:
Co-creates and executes Strategy
Implements on the Digital objectives as reflected in the company’s strategic objectives and the pillars of one promise, one plan, one company
Innovates with a customer focus
Surprises and delights our customers and innovates based on the needs of tomorrow
Entrepreneurial Drive for Results
Tenacious and relentless in their drive for results. Striving to achieve simplicity for our customers and employees
Lives One Company
Works across our matrix/footprint to achieve the best outcome for the business, our customers, employees and shareholders
Leads and Inspires
Authentic, transparent and considerate. Works hard to create a Winning Team
Industry Specific
Multi-industry knowledge with ability to leverage knowledge from other industries such as Banking to innovate on LLA’s digital approach. Knowledge of telecommunications, ISP & Broadcast industry is a plus.
Resilient Approach
Ability to lead at scale across multiple priorities, continually innovating and creating new opportunities to deliver greater efficiency
Required critical competencies and behaviors:
Business Focus
Accountable for the performance of the team against the Business OKRs and KPIs
Accountable for managing the team’s set financial budget and targets in conjunction with the Financial Business partner
Accountable for ensuring that Operating models are in place and current at group and individual team level.
Accountable for ensuring the Vision and Strategy of the group is set, refreshed 6 monthly and communicated to their teams in conjunction with the IT Strategy team
Accountable for acting as a member of their peer management team to ensure success for their peer group and IT management team as a whole, not just their own team
People
Accountable for setting the people agenda in conjunction with the People team and the Learning and Development team
Accountable for ensuring that a culture of Unconditional Positive regard, openness, challenge, respect, transparency, bravery and celebrating success exists in their team
Accountable for ensuring each team in their group has the required direction to fulfil the remit of their team
Accountable for ensuring that staff performance is proactively managed to ensure necessary productivity and standards of team are met and ensuring if not, structured actions to remedy are undertaken
Accountable for ensuring that Objectives are set to the necessary company timetable
Accountable for ensuring people development and training plans are in place
Accountable for ensuring that people succession plans are in place
Financial
Accountable for budget planning and management to the companies required timetable in conjunction with the strategy team and the financial business partner
Accountable for meeting their budget
Communications
Accountable for managing key Stakeholder expectations and communications
Accountable for Managing communications of key business and IT group information to their teams on a weekly basis
Relationships
Accountable for ensuring that key business relationships are identified, developed and regularly maintained proactively to support business performance and communications
Strong inter-personal and collaboration skills with the ability to interact at all levels, building and strengthening positive relationships at every touch point
Performance
Accountable for ensuring their team performance and habitually reviews working practices and performance with a view to improving processes, procedures and general levels of service, ultimately engendering a “continuous improvement” culture resulting in enhanced customer experience and group profitability
Ensure the production, measurement and achievement of meaningful key performance indicators to drive performance across their team
Accountable for ensuring that necessary delegates of authority are always in place to cover leave and sickness ensuring business continuity at all times
Reporting
- Accountable for ensuring that the required Management reporting is provided to the timetable and timescales required
Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Assessment, background check and drug test will be required to successful candidate.
If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.
How can you add value?
· As part of the digital leadership team, drive the definition of the digital transformation strategy and the digital capabilities
· As the key leader for digital in the operating company, drive the deployment of the digital platform and capabilities, working with the central team, in the operating company
· Manage the adoption and growth on the digital platform, including
– upper funnel growth through digital marketing to drive sales, working with the OpCo marketing teams
– Middle funnel conversion rate optimization, working with the central teams
– Lower funnel transformation in the back office to drive friction free customer journey, working with the sales and care teams
– Care and operations adoption and transformation, working with the care, network teams
· Work with the SLT and the CEO to identify the value, market priorities and prioritize the digital journeys and capabilities for the OpCo
· Work with the central digital journey team to analyze the customer journeys and to define the reimagined customer journeys
· Conduct local market research including managing the customer panels, ethnographic studies, UX research etc.,
· Work with the central digital team to schedule the digital capabilities development for the opco
Establish OpCo LRP and KPIs and measure the adoption and efficacy of digital channels in the marketplace
· Be the digital evangelist in the local market to socialize and promote the digital capabilities in the opco
· Manage integration and transition of digital capabilities through any M&A activities
· Facilitate deployment of advanced analytics in the market to drive growth and optimization, working with the central analytics team and local market marketing, sales, and operations teams
· Develop the budget (capex, opex) for digital transformation for the OpCo digital and analytics plans
· Working with the OpCO digital leaders, manage the execution of the plans and track progress and value
· Lead innovation in digital transformation of growth and CVM for LLA