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Bacardi

Careers at Bacardi

Senior Manager : Technology Operations, Martech & Digital Commerce

Job Name

Senior Manager : Technology Operations, Martech & Digital Commerce

Country:

United Kingdom

City:

London

Function:

Information Technology

Reporting Line:

Director, Tech Operations, Application Support Group and Manila Delivery Center

Job type:

Full time

Lead recruiter:

Daniella Robbins

About the role

Your Opportunity

Become part of our family and, take your career to the next level working with amazing people around the world. The Senior Manager of Technology Operations, Martech and Ecommerce, will be responsible to spearhead new generation application management, with focus on customer experience that reflects our core value proposition.

About You 
  • You will have significant experience in managing IT Operations for Martech and Ecommerce applications
  • You are innovative, have a passion to disrupt existing processes to craft and power our Technology Operations to Next Gen operating model to navigate the new technological era of digital products and services, and consistently improve our customer and user experience

Responsibilities

With our Consumer at the heart, your key focus will be:

The Senior Manager of Technology Operations, MarTech and Ecommerce Manager will be responsible for planning and managing any change of state of service in its lifecycle, by acting as the gatekeeper to ensure service introduction, operational readiness, early life support and acceptance into service activities. You will also serve as the cross-functional liaison between Marketing, Operations, Finance, and third-party fulfilment & technology partners.

Essential Duties:
  • Manage and own all service introductions of new/maintenance of existing D2C solutions, including EDI or API integrations, new item setup, ongoing error handling & escalation to developer resources and other
  • You will be involved in agency rationalization and maintaining the MarTech ecosystem globally
  • Ownership and execution of the critical escalation management process
  • Champion opportunities to consistently improve the user experience
  • Drive process and service evolution through application of continuous improvement mindset and initiatives
  • Effectively manage the transition of new solutions and features from projects to support, ensuring that all knowledge related to application support is documented and retained in an easily accessible manner
  • Promote efficient deployment patterns and practices improvements based on learnings from past deployments and production issues, in close collaboration with the DevOps team
  • Continuously improve the quality of service with relentless focus on people, capability, and user satisfaction
  • Design and manage effective monitoring and log aggregation frameworks
  • Lead and motivate one direct report
Vendor Management:
  • Maximize the value of our key partnerships in collaboration with the Internal Procurement team
  • Ensure that the partners deliver services that meet the business requirements and the agreed SLAs. Take corrective actions whenever not the case
  • Align service requirements measures and scorecards with the partners
  • Conduct regular meetings with partners to review performance & SLA
  • Coordinate necessary changes to outsource contract in line with business requirement and Global Tech Strategy

Skills and Experience

Who are we looking for:
  • You have significant experience in managing IT operations for Martech and ecommerce applications
  • You are innovative, have a passion to disrupt existing processes to craft and power our Technology operations to Next Gen Operating model to navigate the new technological era of digital products and services, and consistently Improve our customers and user experience
  • Good understanding of ITIL (V4) and ability to apply best practices
Experience:
  • 3-5 years supporting fulfilment/orders to cash process for a multi-channel 3PL dropship eCommerce business with preference for FMCG / Luxury Goods experience
  • Understanding of MACH principles ( Microservices, API-first, Cloud-native, and Headless)
  • Know-how setting up and/or troubleshooting EDI/API connections as a business process owner (developer experience is not essential) 
  • Savvy with platforms Shopify, Amazon Vendor/Seller Central, SAP ERP, Salesforce.com
  • Involvement with different market dynamics / specificities / cultures
  • Experience in crisis management, ability to manage the matrix
  • Fluency in Business English 
Personal Qualities
  • Problem-solving skills and an analytical mindset
  • Project planning and management skills
  • Proficiency in forecasting, budgeting, and strategic use of our Tech team services
  • Excellent leadership, prioritization, and organisational skills
  • Ability to communicate to tech-savvy and non-technical staff

Our culture

We share the passion and entrepreneurial flair of our founder and are guided by our three culture pillars - Fearless, Family and Founders, they inspire our Primos to be the best they can be and drive us forward in all we do. But what does this mean?

·       Being Fearless; means adopting an agile mindset, being comfortable trying new things and taking risks. We are empowered to question, challenge and innovate.

·       Family; We treat each other, and our communities, like Family. Always.

·       Founders; The spirit of entrepreneurship is at the heart of everything we do. We see the business as if it’s our own. We do the right thing for the business and we all take accountability for our work.

When you join Bacardi, you become part of our family and gain more than just a job.


Disclaimer: Bacardi is an equal opportunity employer that values workforce diversity. Diversity is core to our business: by embedding diversity into all aspects of our culture, we maximize the opportunity to achieve sustainable business success and growth. The duties and responsibilities described in the role profile might not be a comprehensive list.