Web Channel Program Manager

This position will focus on providing leadership, direction, and program management to BioAnalytical Measurement (BAM) Web Channel program. The goal of the program is for BAM to leverage the eWeb Channel to increase customer satisfaction and loyalty, to increase revenues and improve organizational efficiency. As a senior leader you will work with matrix of key internal stakeholders to plan web strategy; manage multiple long-term and short-term initiatives simultaneously and possess outstanding organizational, follow up, prioritization, and communications skills. This position requires the ability to collaborate across and within the organization.

Responsibilities

- Collaborate with stakeholders on development of the Web Channel to enhance Agilent customer satisfaction and loyalty, increase revenue and improve operational effectiveness.
- Develop the strategic direction, roadmap, and associated project plans to simplify customer interactions, increase revenue, capture market share, and reduce costs
- Ensure that the web visitor and current customer needs are identified and met through the Web Channel
- Manage the inputs for the major functions on the web site:

* Content and Literature

* eCommerce

* Community, Social Media, Customer Support via the Web

* Service delivery

* User Experience
- Collaborate with business unit marketing leaders and provide thought leadership necessary to optimize web channel and achieve business objectives.
- Identify and deliver rationalized investment recommendations for web channel
- Drive vendor management to achieve desired results especially web channel products
- Solve complex, high impact program/ process/ project design/ development problems
- Lead the design/ delivery of new programs/ processes/ services; is the key business contributor and interface to technical resources
- Provide leadership and the ability to influence and effect positive change with customers, IT and other BAM business partners (internal and external).
- Support business process development and internal process improvement initiatives in conjunction with technology deployment
- Effectively manage the eBusiness budget ensuring the maximum return on investment on programs, while achieving quarterly forecasted spends.
- Foster innovation and the continued development of industry leading tools that improve customer experience.
- Understand stakeholders, their tasks and web needs
Qualifications:
BA/BS degree preferred and a minimum of 10 years of related experience with customers in the chemical analysis and/or life science industries. Sales and/or marketing experience preferred.
Related experience in developing business process requirements
Proven senior leadership capability
Demonstrated successful track record in leadership, teamwork and collaboration
Track record of project management experience
Knowledge of Agilent customers and technologies preferred
Capability to bring insight, knowledge, best practices and feedback to discuss strategy
Ability to project manage multiple web activities simultaneously
Demonstrated ability to develop a vision, strategy, and associated implementation plans
Ability to understand customer's use of the web as a resource to define the best web experience
Excellent presentation, communication, negotiation, influence and collaboration skills
Strong problem solving and troubleshooting skills with the ability to exercise mature judgment
Significant marketing experience in relationship marketing, retention, and loyalty strategies
Track record of success in ability to effectively lead and manage projects across global matrix teams
Demonstrated ability to effectively build and lead a geographically dispersed team