Role Profile:
We are looking for an experienced and energetic Senior Manager to lead the Digital Customer Experience & Content team for Starbucks MENA and oversee our portfolio of platforms and channels at a regional and market level. The ideal candidate will combine creative excellence with commercial acumen to create experiences that delight our customers and drive top-line growth for our business. He/ she will draw on their deep understanding of digital marketing and retail to:
 ensure we provide a consistent and engaging digital experience for our customers across channels
 lead the creation and localization of eye-catching digital content and brand assets
 work closely with our partners and other third parties to ensure that Starbucks is at the forefront of digital channel innovation
 ensure that our digital properties play a key role in customer acquisition and retention
 support the development of our digital commerce offer to become a key driver of top-line growth for Starbucks 
drive the development of an approach and culture that places conversion, evaluation and optimization at the heart of all marketing activities The Senior Marketing Manager reports into the Head of Integrated Marketing & CSR and will work closely with other Senior Marketing Managers to ensure that the experience we create through our digital channels and platforms, including the Starbucks MENA website, is matched in our offline/ traditional marketing and in our stores. The role will be supported by more junior team members, focusing on UX, SEO, CMS, Content/ Graphic design and Online trading/ D-comm. He/ she will be responsible for managing and mentoring this team, and ensuring that it becomes a high-performing part of our organization. The Senior Marketing Manager is responsible for ensuring that all of our digital properties are fully integrated with the overall customer experience, are responsive to the changing needs of our customers, and reflect the high standards associated with the Starbucks brand. He/ she will ensure that our evolving digital commerce offer makes a meaningful contribution to top-line growth by developing new and existing relationships with third-party providers (including delivery apps and online retailers) and working closely with other functions within Starbucks (including Category Management and Supply Chain) to ensure that our digital channels are fully supported by the correct back-end systems and processes. He/she will also play a key role in the ongoing digital transformation journey of Starbucks MENA and provide a source of inspiration, guidance and education for fellow marketers and for stakeholders in the wider business - including those in more senior positions. He/ she will act as an ambassador for Marketing at Starbucks, and support our drive to be recognized as a center of excellence within the Starbucks world, and to become an award-winning team within our region and industry. The below Key Performance Areas include but are not limited to:
 Ensuring that the experiences we create for our customers online are grounded in relevant customer insights, and coaching the team to help them translate data and insights into marketing activities 
Managing the Starbucks MENA website, including our CMS, and driving continuous improvement by evaluating key metrics (landing page impressions, conversion to retail channels, etc.)
 Leading the creation of new digital content for Starbucks MENA and localizing assets created by the Starbucks EMEA team to ensure relevance for our region and markets
 Building strong relationships with third-party platforms and ensuring that they integrate with the broader Starbucks digital experience, leading the creation of assets that make Starbucks stand out from our competitors on these platforms, and ensuring the customer experience meets the same high standards we set for our owned channels
 Ensuring that our digital platforms, including those owned by third parties, are always ‘on brand’ and respectful of Starbucks’ global standards. Managing the conversation with the EMEA Starbucks team regarding digital experiences, and appropriately challenging or asking for collaboration and support
 Contributing to the development of digital commerce by working with third parties and internal stakeholders to ensure that our propositions are attractive to customers and supported by the correct back-end systems and processes
 Formulating clear, insight-backed objectives that focus on conversion for all digital properties and ensuring performance is measured and evaluated to drive continuous improvement and increases in ROI
 Engaging the Starbucks MENA marketing team and stakeholders in the wider business, emphasizing the importance of our digital platforms, and sharing our achievements and challenges 
Ensuring successful campaigns enjoy high visibility in the MENA marketing industry and the Starbucks world to help us attract further top talent to our team (in compliance with the Alshaya external comms guidelines) Knowledge:
Omnichannel retail, digital analytics and performance evaluation, digital innovation, integrating third-party apps and digital platforms, creative development and judgment, user experience research, test-and-learn methodologies.
Experience:
Essential:
 Over 10 years of digital marketing experience, with 7 years of experience creating and managing customer/ user experiences across multiple digital platforms
 Over 5 years of experience managing small teams, including coaching and upskilling junior team members
 Track record and evidence of delivering customer/ user experiences that consistently outperform vs. business targets and objectives
 Experience of working with complex and evolving customer journeys that cover multiple touchpoints and retail channels
 Experience of building successful working relationships with partners, providers and agencies
 Experience of establishing a brand’s presence on new digital platforms and channels, and ensuring a smooth integration with existing properties
 Experience of working with digital retail platforms 
Experience of implementing test-and-learn methodologies and working with stakeholders to select and set appropriate KPIs
 Experience of working with Insights (or similar functions) to develop experiences that are grounded in customer/ user research and understanding Desirable:
 Experience with large regional and matrix organizations
 Experience of working with mobile app developers, especially mobile retail or delivery services
 Strong understanding of the back-end systems and processes that support digital commerce channels
 First-hand experience in the HORECA/ FMCG/ CPG sectors in MENA
 Experience as contributor to process improvement, team capability building, or organizational digital transformation is a valuable plus
Skills:
 Functional: Integrated marketing strategy and omnichannel customer experience; omnichannel retail; expert knowledge of digital and social channels; goal setting; performance marketing, measurement, evaluation and optimization; creative briefing, development and judgment; budget management; online trading and/ or ecommerce; digital innovation and development.
 Non-Functional: stakeholder management; team leadership; people coaching and development; management of agencies and partners; project management; effective communication and presentation skills. About Us: Alshaya Group is a dynamic family-owned enterprise which was first established in Kuwait in 1890. With a consistent record of growth and innovation, Alshaya Group is one of the world’s leading brand franchise operators, offering customers an unparalleled choice of well-loved international brands, including: Starbucks, H&M, Mothercare, Debenhams, Cos, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Vavavoom, Pottery Barn and KidZania.

Alshaya Group’s portfolio extends across MENA, Russia, Turkey, and Europe, with thousands of stores, cafes, restaurants and leisure destinations, as well as a growing online and digital business.

Operating in multiple sectors including Fashion, Food, Health & Beauty, Pharmacy, Home Furnishings and Leisure & Entertainment, Alshaya Group colleagues are united by a commitment to delivering great customer service and brand experiences.

Fresh, modern, and relevant, Alshaya’s constantly evolving retail portfolio reflects the choices and lifestyle of its customers. From flagship stores and restaurants in prestige malls, to local coffee shops, drive-thrus and online, Alshaya Group brings customers the brands they love in the places they want to be. Advertised: 14 Sep 2022 Arabian Standard Time
Application close: 13 Oct 2022 Arabian Standard Time