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Customer Technology Marketing Sr Analyst

Morris Road Location ALPHARETTA, GA - United States Facility Morris Road Location Job ID 185825 Zip Code 30005
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The CTM Senior Analyst is responsible for developing and managing customer technology applications and assisting in the development and execution of marketing strategies. He/She actively monitors the performance of UPS customer technology products in an effort to identify enhancement opportunities. This position supervises specialists.

The CTM Senior Analyst works with the management team to develop marketing strategies for customer technology applications, as well as discusses product strategy with stakeholders to gain support for product enhancements and obtain input for potential strategy revision. He/She collaborates with workgroups to establish action plans based on customer and/or third party research to develop or enhance customer technology applications, and maintain subject matter expertise of customer technology applications to provide accurate and useful information to internal stakeholders. This position assists the workgroup to develop research objectives and design, and conducts pilot tests to ensure the products work as designed.

Responsibilities and Duties

  • Performs competitive, trend, and situational analyses to understand the competitive landscape for new and existing customer technology applications and facilitate the development of marketing strategy
  • Collaborates w/ workgroup & internal stakeholders (e.g., Customer Communications) to develop key messages to support product launches & enhancements that have moderate to significant impact on the organization, as well as foster customer awareness
  • Works with management team to write product plans outlining product strategy, competitive analysis, business landscape, return on investment and implementation plans
  • Responds to inquiries from customers and stakeholders concerning customer technology applications to facilitate understanding and ensure customer satisfaction
  • Represents the Customer Technology Marketing organization in presentations where product features and benefits are presented in a professional manner
  • Actively participates in cross-functional meetings to discuss the planning, execution, insights and recommended actions of market research efforts and customer feedback mechanisms
  • Collaborates with information technology stakeholders to identify and discuss systems performance issues that impact customer experiences and to ensure that the current infrastructure will support new products or service offerings
  • Holds others accountable to established performance levels to achieve individual and group goals

Knowledge and Skills

  • Familiar with primary information and data repository sources relevant to assigned area; utilizes computer-based analytical and information management tools in order to perform routine analysis; documents approach and findings; reviews results with others as appropriate
  • Identifies key factors behind basic problems and establish a path to solve them; proposes approaches to solve more complicated problems; investigates and diagnoses anomalies in routine business results
  • Demonstrates a basic understanding of products, services, and customer facing technology solutions offered by UPS along with their features and business applications; describes general customer profiles targeted by the company
  • Demonstrates a basic understanding of competitor’s tactics, product/service offerings, and strategies; translates competitor performance and actions into implications for UPS
  • Familiar with the primary customer business processes in which UPS solutions are most frequently applied (e.g., order management, shipping, visibility, receiving, returns, accounts receivable and accounts payable); within area of responsibility, able to describe customer benefits through the application of UPS solutions
  • Possesses deep understanding of at least one product category including primary customers, seasonal variation in usage, planning requirements throughout the year, etc.; provides product feature and specification information to others; catalogs any information that is uncovered during this process but not previously captured in the value elements library
  • Demonstrates understanding of the phases of the New Product/Customer Facing Technology Development process (e.g., concepts, evaluation, and build) and the responsibilities of each; uncovers sources of customer, segment, or competitive information and insights to support concept evaluation; investigates business practices and trends that may impact the attractiveness and viability of concepts
  • Demonstrates understanding of the role of promotions in demand generation; demonstrates understanding of the broad range of promotional alternatives available (e.g., advertising, exhibits/tradeshows, events, experiences, public relations, hospitality, direct and interactive marketing, telesales, collateral, price levels/promotions and programmatic support for sales calls such as thought leadership topics or other conversation starters); develops a promotional plan using prescribed process
  • Demonstrates familiarity with the UPS market planning process; assembles and interprets components of the situational assessment; describes the primary experience levers that customers value within area of responsibility; accurately defines the various lifecycle stages of a UPS customer or prospect (e.g., conversion, penetration, retention, win-back) and company strategies targeted to each stage
  • Demonstrates an understanding of basic financial terminology and concepts such as cash flows, operating profit/loss, and net income
  • Conducts financial analyses; ranks projects based on return on investment and payback period
  • Strong communication skills
  • Experience supervising others - Preferred 
  • Technology Product Management experience - Preferred
  • Master's Degree - Preferred

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law
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