Small Business Experience Manager

Xero

Wellington, NZ

4d ago

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world.

This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections.

Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

What we are looking for : As the Small Business Experience Manager, you will be responsible for Improving the experience and performance of the Small Business direct channel globally.

Our small business customers touch many platforms, products and channels as they navigate Xero - you will be the glue that ensures our improvement initiatives are aligned across multiple teams, functions and stakeholders.

You will apply a heavy focus on performance outcomes, and be responsible for the overall integrity and coherence of the direct channel programme of work.

You’ll develop and maintain a programme environment that supports each individual contributor and stakeholders. Day to day you’ll be working with a core group of Xeros across the globe, who bring our small business experiences to life across product, service, marketing and sales.

This role will be based in Auckland, Wellington or Melbourne.

What you'll do

Build a deep understanding of the end-to-end experience small business customers have with Xero, and our competitors

Monitor direct channel funnel performance, at both a global and regional level, and build the monthly performance narrative to explain trends, unders and overs

Proactively identify and analyse funnel trends, find answers, form recommendations and align teams on action that needs to be taken to arrest any downward momentum

Manage the global programme of work that will deliver agreed customer and commercial objectives for the direct channel

Design, schedule and facilitate programme rituals to keep cross functional team members engaged and accountable

Maintain strong relationships with regional stakeholders to build confidence in the global plan, understand their needs and ideas, drive alignment and manage expectations

Lead cross functional initiatives to address a problem or opportunity space, and drive desired outcomes

Champion the small business customer journey right across Xero - be the central point of coordination and expertise

Collect and share analysis and insights on the small business experience, including so what?’ to make the implications of insights really clear

What you'll bring

Experience in a digital marketing role, with responsibility for eCommerce funnel performance

Good knowledge of techniques for planning, monitoring and controlling programmes

Sufficient seniority and credibility to advise and influence programme members Experience at a global tech / digital business

Experience working in agile teams, with fast test and learn experimentation and optimisation

Why Xero? Working at Xero will provide you with a diverse and inclusive environment alongside people who will respect, challenge, support and mentor you to have fun while you do the best work of your life.

We are a place where personal development, innovation, and change are not only inspired but also celebrated. We value our people and want them to enjoy and take pride in their work.

Xero is a Rainbow Tick certified employer.Xero strongly encourages employees and contractors to be vaccinated against COVID-19 in order to work from a Xero office, or engage in any face-to-face Xero business.

Xero will work with anyone who is not vaccinated, or prefers not to disclose their vaccination status, to determine what reasonable accommodations can be provided to ensure their role can be performed safely.

Please include a cover letter in your application, telling us why you’re a great fit for this position.

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