Senior Client Experience Manager

2 weeks ago

Singapore T. Rowe Price Full time
There is a place for you at T. Rowe Price to grow, contribute, learn, and make a difference.

We are a premier asset manager focused on delivering global investment management excellence and retirement services that investors can rely on today and in the future.

The work we do matters. We invite you to explore the opportunity to join us and grow your career with us.

  • POSITION PURPOSE


Will be responsible for clarifying and validating the business needs for new and/or enhanced products, services or optimized business processes.

Utilizes specialized knowledge of the company and client groups to analyze and improve business processes potentially impacting clients across a business unit.

Serves as an expert consultant to multiple business teams to manage the most complex client projects and solve issues.

Makes recommendations to and helps execute the strategic priorities for the assigned client groups to best reach clients, maximize engagement, and deliver business value.


PRINCIPAL RESPONSIBILITIES

  • Digital/Web Analytics
  • Experience in Digital Analytics roles focused on customer experience with strong, customercentric business acumen, preferably in B2B environments
  • Applies expert knowledge of Digital Platform analytics concepts, tools, and 'best practice' techniques for reporting and analysis and develop solutions that will improve client experience, execute strategic initiatives, and achieve operational efficiency
  • Expertise with one or more digital platforms (web analytics platforms like Adobe Analytics, Google Analytics)
  • Working knowledge of tag management data collection platforms (like Adobe Launch or any tag manager)
  • Data Integration / Audience Management
  • Data Integration: Oversee the integration of data from various sources, including CRM, advertising platforms, website analytics, and other relevant sources, to build a unified view of customer interactions.
  • Basic SQL skills and experience querying large data sets stored in onpremise or cloudbased data warehouses and data lakes.
  • Experience in Marketing Technologies (MarTech) and orchestration of data for use in marketing campaigns across multiple channels.
  • Experience in creation of audiences for personalized / marketing use case
  • Exposure to Adobe platforms like Adobe Experience Platform (AEP), Adobe Audience Manager (AAM) or any similar Customer Data Platforms (CDP) is a plus
  • Digital Optimization
  • Deliver against the website optimization and customized experience strategies across the website and other touch points
  • Working knowledge of concepts around digital optimizations run and analyse A/B test
  • Partner with the analytics teams on measurement across customized site experiences
  • Diagnose and troubleshoot technical issues related to delivering custom site experiences
  • Communicate and partner with upstream and downstream teams regarding the execution against the desired testing strategy
  • Exposure to platforms like Adobe Target, Optimizely is a plus
  • Customer Journey Mapping/Analytics
  • Analyze and understand the customer journey, identifying touchpoints and interactions to enhance customer experiences through technology implementations.
  • Exposure to platform like Adobe Customer Journey Analytics is a plus
  • Consulting
  • Provides consultancy and advice on MarTech platform functionality, applicability, and usability of solutions (process and/or technology).
  • Identifies opportunities, feasibility assessment and solutioning to improve current processes and act as a champion to drive any new implementation. Recognizes and manages any business tradeoffs and priorities.
  • Serves as the business or product owner for the most complex projects. Partners with the business to recommend project objectives and outcomes and ensures completion of the projects. Ensures both internal and external teams receive communications on the timeline and progress of projects.
  • Collaborate with crossfunctional teams, including marketing, data analytics, IT, and business stakeholders, to ensure seamless implementation of MarTech solutions
  • Stays abreast of business strategy and needs and technology leveraged by the business channels they support and leverage that information in support of the business. Proactively monitors industry trends (both financial and software).Any Adobe Experience Cloud certification is preferred.


PERSONAL ATTRIBUTES / SKILLS / QUALIFICATIONS- Bachelor's degree or the equivalent combination of education and relevant experience 8+ years of total relevant work experienceCommitment to Diversity, Equity, and Inclusion:We strive for equity, equality, and opportunity for all associates.

When we embrace the power of diversity and create an environment where people can bring their authentic and best selves to work, our firm is stronger, and we create greater value for our clients.

Our commitment and inclusive programming aim to lift the experience for each associate and builds allies for our global associate com

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