Digital Innovation - Success Manager

Reed Exhibitions Limited
11 Jan 2018
16 Feb 2018
Contract Type
Full Time

Job Title: Digital Innovation - Success Manager

Reports to: Global Head of Digital and Data Innovation

Based at: Richmond, UK

Reed Exhibitions is part of RELX plc, a FTSE 100 company, based in over 180 locations worldwide. RELX is a global provider of professional information solutions in the Science, Medical, Legal, Risk and Business sectors and in 2016 generated £6.9bn in revenue.

Reed Exhibitions is the world’s leading events business, enhancing the power of face to face through data and digital tools. Every year we run over 500 events in more than 30 countries, bringing together over 7 million active event participants worldwide. With over 3700 employees we serve 43 industries in 41 offices around the globe.

The Global Digital Team has identified a gap in the team structure for delivering Innovation pilots, bridging the gap between the local digital team which implements platform capabilities and the show team which owns the customer communications and onsite experience.

The success of a new digital capability is dependent on a joined up approach between the digital team, the vendor and the show team. The role of Success Manager will help balance the competing needs and knowledge of vendor, platform and show team to define the objectives and metrics of the pilot and drive performance towards that goal in the interests of the best customer experience and the wider strategic goals of innovation.

This will entail:

  • Setting of pilot objectives with the Event Director sponsoring the pilot in line with the specific show strategy.

  • Develop understanding of the show customer segments and the drivers behind the why the product solution is needed.

  • Defining metrics to indicate success linked directly to the product.

  • Assessing the fit between the show requirements and product benefits

  • Researching further alternatives that can help serve the show’s objectives

  • Developing a deep understanding of the vendor value proposition and the end to end journey.

  • Creating documentation to communicate vendor value propositions and implementation guidance, in collaboration with the vendor.

  • Understanding best practice developed from other pilots and vendor experience.

  • Defining a task plan and matching that to agreed internal and external resource.

  • Coordination of show team and centralised resources to establish ownership and task plan.

  • Budget control and management of budget contributions to pilots from central Innovation budget

  • Collating and presenting pilot performance against targets, learnings and recommendations and sharing this with a global audience to drive awareness and future pilots.

    Particular skill sets the role will need to demonstrate:

  • Acts as a critical link between the show and the vendor, building a strong relationship and communication channel

  • The ability to balance needs of existing processes and systems against the needs of pilot processes and systems to achieve pragmatic solutions optimised for the majority of customer journeys.

  • Push internal stakeholders for early definition of product features and onboarding processes to ensure the vendor does not need to make late unproven changes to the product or experience.

  • The leadership qualities to motivate and nurture project teams drawn from show team, central team and vendor teams.

    Person specification:

  • Broad background in Digital Product Management having managed digital platforms for ecommerce and online account management.

  • Experience of developing digital strategies to meet business objectives and managing budgets and resource to deliver against target metrics.

  • Strong credentials in leveraging 3rd party suppliers to deliver digital capabilities using target metrics and performance reviews to drive success.

  • Able to demonstrate the role of research and insight to inform product development with a customer centric approach.

  • Comfortable working with technical and non-technical stakeholders and able to present information for different levels of the organisation internationally.

  • Strong stakeholder management and influencing skills working from a corporate perspective with global business unit market teams.

  • Strong communication and presentation skills, face to face and by phone and email.

  • Ability to succinctly summarise complex products and concepts to unfamiliar audiences where English may not be the first language.