BAT is evolving at pace - truly like no other organisation.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!

We are seeking a talented Platform Operations Manager to join our dynamic Global Business Solutions function to lead the new Consumer Experience Operations team and to work closely with the Area Digital & Omnichannel function.  

As a Omnichannel Platform Operations Manager, your primary objective is to lead and optimize the work of Consumer Experience Operations team, as well as ensuring that all Platforms across our omnichannel ecosystem (i.e. digital platforms, workflows, and projects) are implemented, run smoothly and effectively. This, to drive Brand presence (Equity) business sales revenue (NTO), enhance consumer satisfaction (CSAT) and retention (NPS, Contactable Consumer Growth).

This role requires a blend of operational expertise, project management skills, and technical knowledge to manage digital assets, optimize user experiences, and maintain seamless online operations. Additionally, analytical expertise to leverage data and insights to inform decision-making, prioritize initiatives, and manage the delivery of key commercial initiatives.

The ideal candidate will have a proven track record in managing digital operations within an omnichannel environment, strong attention to detail, MarTech proficiency and a commitment to maintaining high-quality standards in delivery. This position offers the opportunity to innovate and lead a team which significantly contributes towards the company’s growth and successes. 

OPERATIONAL PLANNING, DEPLOYMENT & DELIVERY

With strong working knowledge of Brand and Business agenda, Global and Regional roadmaps, collaborate with cross-functional teams to support Omnichannel Platform team to deliver Projects towards the achievement of the defined and/ or optimized strategic plans. This can include, but not exhaustive:

• Oversee and manage the operational planning, deployment and delivery roadmap, timelines and budgets to deliver upon day-to-day management and operational implementation activities for smooth delivery, staying within budget.
  • Proactively connect, engage and foster relationships with cross functional teams (i.e. Brand, Commercial, Consumer Experience, IDT, GBS, etc) and Agency partners to deliver the defined initiatives.
  • Supporting the identification of opportunities, dependencies and key enablers; as well as, identifying risks and mitigation approaches to remove speed bumps for smooth delivery.
  • Operational activities can include, but not exhaustive of – content updates on CMS, testing and deployment of CRO A/B testing projects x website brand code revamp x UIUX change x new functionality, bug reporting/ logging/ fixing
• Work closely with cross-functional teams or the Consumer Experience Operations team onsite to allocate resources effectively, monitor timelines, and ensure that all digital operations align with broader business objectives and deliver on strategic goals. 
• Identify, document and report any bugs or technical issues encountered while managing the omnichannel platforms to ensure seamless operation and continuous improvement. 
• Lead annual and quarterly operational planning process. Align within Omnichannel Platform team, engage with wider Area Digital teams, End Markets and IDT to align.

CONSUMER EXPERIENCE DIGITAL OPERATIONS TEAM MANAGEMENT

• Lead and manage the onsite Consumer Experience Digital Operations team, providing guidance, setting performance goals, and fostering a collaborative environment focused on operational excellence. Ensure the team is equipped with the tools, resources, and support needed to execute daily operations effectively and meet strategic objectives.

Experience Required

• Proven experiences in Marketing, Digital, Digital Operations and/ or Project Management.
• Good understanding of Omnichannel ecosystem in business context and how various offline & online touchpoints integrate and synergize to deliver best consumer experience to achieve business outcomes. This, backed by demonstrable experience and proven track record in leading and managing the development, delivery, operations and optimization of omnichannel platform products (i.e. ecommerce websites, App, Brand Ambassador tools, ePOSM, SoMe, vending machines, etc).
• Experienced in managing small to mid-sized Teams, Agency partnerships (i.e. Creative, UIUX, CRO, IT, Operations) & internal stakeholders’ relationships.

Technical / Functional / Leadership Skills Required

• Good commercial acumen sense to link deployment enablement with business delivery.
• Excellent communicator in English, both verbal and written. Is well versed with business and data storytelling.
• Savvy presentation skills. Skilful in taking complex details and converting it into a clear and engaging narrative to articulate across all stakeholders, internal and external.
• A strong sense of accountability and ownership. Is able to work independently on projects, collaborate effectively within teams and cross functionally, as well as manage BAT stakeholders and Agency Partners (i.e. Creative, UIUX, CRO, IT, Operations).
• High proficiency in Microsoft PowerPoint, Excel and Word.
• Proficient and have hands-on experience MarTech stack such as Adobe suites (AC, AEM, AM, AT, ADAM, Magento, etc), Shopify, Tonic, SFMC, SFSC, etc.

Education / Qualifications / Certifications Required

• University degree. Preferably, major in Digital Marketing and eCommerce.

WE ARE BAT

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

• Global Top Employer with 53,000 BAT people across more than 180 markets
• Brands sold in over 200 markets, made in 44 factories in 42 countries
• Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
• Diversity leader in the Financial Times and International Women’s Day Best Practice winner
• Seal Award winner – one of 50 most sustainable companies

BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!