Sr Digital Content Manager Job at T-Mobile in Frisco

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees!

*** This position will be located in Bellevue, WA, Overland Park, KS, or Frisco, TX. This is not a remote role, we are a hybrid environment requiring at least 3 days a week in office.

We are a customer obsessed company and we are committed to delivering the best experiences for our customers. As a Sr. Digital Content Manager, you play a key role in creating the great digital content and engaging brand experiences T-life and T-Mobile.com customers are expecting. This role is responsible for digital content governance and content strategy and management, ensuring brand consistency, effectiveness, and alignment of our content across digital experiences to strengthen brand preference and loyalty. Using consumer and market insights, you will be the voice of the customer to define and influence innovative experiences that increase customer satisfaction, drive sales, and reduce costs. You are empowered to experiment, learn and optimize, and will coordinate across cross-functional teams ensure successful delivery of digital content strategy and other key digital experiences.

Job Responsibilities:

• Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points.
• Identify experience gaps to understand customer satisfaction, motivation, etc to develop deep insights into customer needs and behaviors
• Use consumer and market insights to develop hypotheses and create a test-and-learn plan for improving experiences and functionality across key areas in Digital.
• Establish specific KPIs and ensure necessary reporting is in place to measure effectiveness and optimize results.
• Lead the development, implementation, and optimization of a robust content governance framework for key upper funnel digital experiences on T-Life and T-Mobile.com
• Challenge current practices and build new methodologies to optimize team efforts.
• Represent team in key leadership meetings
• Stays one-step ahead on industry trends and inspire innovation.
• Using consumer and market insights, determine the key customer experience levers that enable business objectives to build a strategy and roadmap to achieve business goals
• Act as Business stakeholder and Customer Champion in advocating for Digital experience build out and gain alignment from stakeholders and partner teams through effective communication and relationship management.
• Own the merchandising and performance of key upper funnel experiences, focusing on personalized experiences for key customer segments and cohorts and test-and-learn strategies. This includes setting the "floor plan" that represents the brand and is aligned with the business's seasonal calendar
• Create artifacts needed to set up projects for success, including but not limited to concept briefs, customer lifecycle maps, consumer research requirements, experience requirements, test and learn plan, etc.
• Ensure the brand's identity, tone, and messaging are consistently represented across these digital experiences.
• Optimize in-market experiences to meet customer's needs and channel KPIs through continual testing and adjusting based on customer engagement.
• Manage work to efficiently and effectively meet goals
• Develop test plans and leverage Adobe and Pega tools to implement, audit and optimize digital experiences based on performance against KPIs.
• Uses consumer insights and business acumen to manage and prioritize content backlog
• Partner with web developers, UI designers, and other cross-functional groups to implement more complex digital experiences.
• Work with our in-house Digital Creative Services team to develop new creative content required to support digital strategies.
• Inform and influence colleagues and cross-functional teams to successfully achieve goals.
• Work effectively in cross channel teams and influence without authority
• Primary liaison between channel stakeholders, commercial partners, LOB partners, design teams, and technology development resources to build digital experiences optimized to customer desires and aligned with business goals
• Coach other team members on best practices
• Provide coaching to other team members as necessary.
• Responsible for the overall direction, coordination, execution, and operations of projects to enhance the CX significantly
• Self-motivated and able to manage multiple projects at any given time
• Thrives in organizations that constantly adapt and evolve.
• Eager to learn and adopt new tools that empower you to create better customer experiences and improve speed-to-market.
• Effectively analyzing data to make decisions, define new strategies, and deliver measurable results.
• Evaluates and optimizes experiences from the customer perspective
• Excellent written and verbal communication skills with all employees and levels of management (including executive)
• Communicate strategy, performance, and steer optimizations with senior leaders and key stakeholders.
• Outcome oriented, with an emphasis on creating WOW experiences for our customers

Education:

• Bachelor's Degree Marketing or Business (Required)
• Master's/Advanced Degree (Preferred)

Work Experience:

• 7-10 years Experience in Marketing (Required)

Knowledge, Skills and Abilities:

• Adobe: Proficient in the use of Adobe Analytics, Adobe Experience Manager (AEM), Audience Manager (AAM) and Target (Required)
• User Experience: Skilled in Journey Mapping, User Experience (UX) and Design Thinking (Preferred)
• Testing: Experienced with A/B testing, usability assessments, segmentation and personalization (Required)
• Marketing Analytics: Experienced with analytics requirements, systems, measurement and optimization (Required)
• Marketing Strategy: Experienced with marketing strategy & customer journey management (Required)
• Agile Methodologies: Well-versed in collaborative design techniques, Agile and Lean frameworks (Preferred)

* At least 18 years of age
* Legally authorized to work in the United States

Travel:
Travel Required (Yes/No):Yes, 5%

DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No

Base Pay Range: $115,100 - $207,600 Corporate Bonus Target: 20%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.