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Multi-Channel Strategy & Operations Leader – Unmanaged Segment


Location: Redmond, Washington

Job Type: Full time

Last updated

Be brave, not perfect.
- Reshma Saujani

Microsoft’s Global Demand Center (GDC) team within the Cloud Marketing Group is leading the marketing transformation of Microsoft’s largest and fastest growing commercial businesses. Our always-on acquisition and nurture Global Engagement Programs (GEPs) are cross-segment targeting business and technical audiences across commercial businesses, including Azure, Microsoft 365, Teams, Dynamics 365, Power Platform, Project, Visio, Teams, Surface, Digital Transformation, AI, security, commercial industries, and education, with programs available in 42 markets and 30 languages. The GDC acquires millions of new contacts annually which can be nurtured into leads and sales recommendations. In addition to driving new demand, the GDC also accelerates usage and consumption through post-purchase Relationship Marketing (RM) that includes both nurture email and in-product reach for Microsoft 365, Azure, and Power Platform. Before interacting with traditional sales channels, Microsoft’s customers learn about products and services by engaging with our brand and products through digital and in-person experiences including advertising, web, social, events, product trials, sales, and partners. Through modern, digital marketing, the GDC team is optimizing and integrating these channels through advanced analytics and marketing automation. The GDC team is driving measurable business impact through globally scaled programs that are engineered and instrumented to create highly personalized and relevant experiences and content across the customer’s buying journey for our IT, developer, and line of business leader audiences.

We are searching for a talented senior leader for our multi-channel connected digital marketing and sales motion with demonstrated success leading business operations and driving impact in fast-moving, transforming environments. Are you someone with strong business acumen who thrives in not only building new and leading change, but in establishing and running large-scale operations? Are you adept at problem solving and partnering with Sales and Marketing functions and excited by the prospect of leading motions that drive impactful outcomes and customer experiences?


You will lead a cross-functional team focused on connecting digital marketing in the GDC to digital sales channels including Demand Response. You will own the strategy and business performance for how individual marketing leads manifest into downstream new customers for Microsoft via your aligned channels. You will own the management of execution with Demand Response, Microsoft Stores, Customer Services and Support Pre-Sales (CSS) and be accountable for global scope across Commercial products including Azure, Business Applications, and Modern Work.

You will foster a highly inclusive and diverse team where each person’s unique talent, perspective and contributions are valued and build strong engagement and partnership with GDC team members.

To be effective in this role you will need to the ability to run rigorous operations while also bringing a critical eye to provide insights and perspective to lead future opportunities to improve and grow.

To be successful in this role, you must have strong skills in written and oral communications, particularly with leaders and across functions, a can-do attitude and the willingness to tackle hard problems in innovative ways.

Key Responsibilities

Build and lead the connected digital marketing and sales strategy for unmanaged customers in the GDC, partnering with Demand Response leaders as well as Stores, CSS and other channels to optimize business outcomes.

Lead fiscal planning for the function including annual investment strategy, lead to capacity balancing, and geographic resourcing approach in partnership with channel owners. Represent sales channel needs into upstream GDC/marketing program planning.

Develop and execute connected global ROB’s with Demand Response, Stores, and CSS partners that ensure predictable operations and provide appropriate optics into performance.

Represent performance, strategy, and vision in executive forums inside and outside of the GDC, including with Product Marketing Groups. Ensure attention to issues, blockers and dependencies and champion solutions to stakeholders and leaders.

Partner with Finance to evolve LTV/CAC impact model and monitor performance within the framework, leveraging to guide strategic shifts and optimizations.

Envision and champion innovation opportunities including core capabilities such as customer/lead data, lead flow, AI/lead scoring, reporting/dashboard and analytics needs, and channel fit to streamline and improve operations, improve quality and increase yield.

Lead transformation initiatives as required by the business (Azure, Modern Work, Business Applications) to adapt approach and leverage of digital marketing and sales motions to drive towards aligned business goals.

Own lead routing business rules for the GDC and drive business requirements for lead management and operations. Spearhead the lead management and operations community across GDC Regional representatives.

Partner with GDC Regional leadership to provide clear field marketing guidance, effective engagement, and feedback, and in aligning with Regional Demand Response Sales leadership.
Own GDC engagement with SMB team/SMB segment alignment.

Attract, retain and grow top marketing talent, building and leading a cohesive, high-impact, cross-functional team.


Minimum 10+ years professional experience

Experience leading commercial business and marketing teams within the technology sector

Exceptional people manager skills with ability to recruit and retain top talent and develop and coach teams and individuals to succeed

Must have executive level presentation experience
Strong foundational business, financial analysis, and strategic thinking capabilities
Exceptional problem solving across a variety of areas particularly bridging business and technical areas
Strong communication skills across diverse audiences, ability to influence and drive change through others including senior executives and across functions.
Ability to thrive in a dynamic, matrix environment, deal with ambiguity, and create clarity for people and teams.
Innovation and growth mindset with ability to envision new opportunities and adapt/adjust accordingly.
Proven collaborator with ability to drive and land vision, plan, and execution, motivating and partnering across functions.
Ability to communicate complex business issues in a straightforward and precise way to highlight the real root cause and identify potential solutions and create common understanding.
Strong strategic thinking complemented with a bias for action and execution/operational excellence.
High attention to detail, action oriented. Passion to drive with rigor and quality.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.