Marketing Operations Director

When you work with the world's most innovative companies, you know you're making a difference.

Our clients are the game changers, leaders and investors who fuel the global innovation economy. They're the businesses behind the next medical breakthroughs. And the visionaries whose new technologies could transform the way people live and work.

They come to SVB for our expertise, deep network and nearly forty years of experience in the industries we serve, and to partner with diverse teams of passionate, enterprising SVBers, dedicated to an inclusive approach to helping them grow and succeed at every stage of their business.

Join us at SVB and be part of bringing our clients' world-changing ideas to life. At SVB, we have the opportunity to grow and collectively make an impact by supporting the innovative clients and communities SVB serves. We pride ourselves in having both a diverse client roster and an equally diverse and inclusive organization. And we work diligently to encourage all with different ways of thinking, different ways of working, and especially those traditionally underrepresented in technology and financial services, to apply.

Job Description

The Opportunity

The Director, Marketing Operations will shape and lead our Marketing Operations function in EMEA reporting into the Head of Marketing, EMEA.

We are seeking an experienced Marketing Operations Director who is passionate and able to build a strategic marketing operations organisation that enables marketing to achieve strategic goals such as team transformation, business agility, reporting, risk management, adopt business accountability, and customer centricity. Collaboration, organisation and a constant need to optimise are key drivers to how you get things done.

Marketing Operations is the heartbeat of marketing where people, processes, metrics and goals are brought into alignment. You'll use your operational skills and expertise to bring strategic plans to life in close partnership with marketing teams and cross functional partners both locally within EMEA and globally with our enterprise level Marketing and Strategy function. You are comfortable using data to inform new ways of working and enable us to expand and enhance our work to have more impactful and efficient.

As the Director, Marketing Operations, you will be responsible for programme/project management, process automation and management, planning and budgeting, policies and compliance, KPI standards and adherence, talent development and training and education, and change management. This critical role will focus on developing and building out the EMEA Ops function to ensure operational excellence and transformation that drive results.

Responsibilities

• Own and build new EMEA operations function and accompanying strategies
• Influence leaders and colleagues to see beyond their comfort zones, make tough decisions when required, and role model agility for the organisation.
• Work with marketing leadership to effectively balance resource allocation across team
• Keep a pulse on top priorities for the marketing organisation and drive action through programme management
• Drive process improvement across the marketing organisation to deliver increased business results and increased employee happiness with initial focus on governance, intake, lead management, campaign and content processes
• Partner with our Change Management organization to provide expertise on change management planning and best practices
• Be the point of contact for formalised marketing attribution modeling leveraging the support of analytics. Partner with teams to iterate on testing methodologies, learnings, and share-out across the marketing organisation
• Build on existing partnership with Finance and other on headcount planning, hiring, budgeting, accounting, planning and forecasting
• Run or support all marketing planning efforts including annual planning, quarterly goal setting, and weekly program management
• Partner with talent develop to develop a training strategy and curriculum that aligns with overarching marketing goals
• Partner with internal business partners and marketing leadership to develop agile ways of working and operating rhythms
• Partner with marketing leadership and risk to ensure adherence to regulation and lead enhancements to culture and conduct programme

People Management

• Proven leader with ability to motivate, coach, drive change management, and move teams forward
• Accountable for evolving our Marketing Operations function
• Accountable for providing overarching vision and leadership in building world class marketing operations function supporting SVB
• Accountable for outcomes delivered across the teams and define overall direction
• Responsible for setting people performance measurement goals with each direct report and provide ongoing performance feedback
• Define succession planning strategy including required talent skill development and training

Programme Management

• Accountable for annual / quarterly planning strategy & process for definition of objectives for the year, finalisation of review and respective governance mechanisms
• Accountable budgeting strategy & management of finances / budgets of marketing projects in collaboration w/ Finance
• Create a model to track and measure program objectives for all projects and programs
• Accountable for setting up and managing the marketing budgets across all of Marketing
• Oversee all cross-program resource management and workflows
• Ensure collaboration with all marketing and partner stakeholders for management of programs, initiatives and campaigns to maintain target dates and budget

Process and Governance

• Accountable for process management including the improvement of marketing operational processes and tracking mechanisms to measure marketing outcomes and drive investment efficacy
• Accountable for vendor and contract management including managing and coordinating agency and vendor onboarding process, except for technical vendors managed by MarTech
• Accountable for implementation of lead management processes and workflow management in collaboration with sales ops, sales enablement and relationship managers.
• Partner with global team to develop a coordinated, enterprise-wide marketing automation strategy

• Ensure management of marketing & strategy risks and controls and Business Continuity
• Ensure measurement of all KPI standards across marketing and corporate functions
• Accountable for driving the need across SVB content processes and governance including rights, expiration, classification, storing, retrieving, and distribution of assets, as well as content inventories
• Accountable for driving the team to develop new capabilities such as Workflow Management/MRM as well as developing a roadmap to capability implementation

Training & Change Management

• Develop a training strategy and curriculum that aligns with overarching marketing goals
• Partner with internal business partners and marketing leadership to develop agile ways of working and operating rhythms
• Ensure development and facilitation of SVB Marketing team training and certification need
• Partner with our Change Management organisation to provide expertise on change management planning and best practices

Decisions

• Routinely makes decisions that impact the success of the performance marketing function, acts as a trusted advisor to the business and other teams and exercises independent judgment with respect to matters of significance.
• Routinely makes decisions on the level of investment required to develop the capabilities owned by this department

Recommendations

List the type of recommendations that are routinely made (requiring additional approval)

• SVB Marketing team training and certification needs

Knowledge

• Strong knowledge of Marketing Operations
• Strong Knowledge of Project / Program management
• Working knowledge of Marketing technologies, especially tools tied to governance, process automation, marketing automation and resource management.

Skills

• Strong people management, including the ability to build a new team and work with diverse skill sets (from technical to strategic resources)
• Strong verbal and written communications
• Technical acumen and understanding of leading marketing tools, platforms and Agile ways of working
• Ability to manage multiple projects in a dynamic, high-pressure environment
• Cross-functional and multi-phased, complex project management skills
• Experienced in agile ways of working and operating rhythms

Competencies

• Detailed oriented & master orchestrators
• Collaborative leader who's not afraid to cross-siloes and work together to achieve common goals
• Ability to lead multi-channel programs through execution
• Ability to translate business objectives into operational requirements
• Internal influencer/consulting skills
• Strong creator and driver of marketing governance

Required Education and Experience

• Experience in senior operations roles; orchestrating leading governance and processes. Ideal is global marketing operations role.
• Well-versed in project management frameworks and tools (e.g., RACI, project charters, project plans, Agile Delivery).