Xerox Post-Sales & Marketing Executive (Graduate) in City of London, United Kingdom

Xerox is a global business services, technology and document management company helping organizations manage their business processes and information. Since the invention of xerography just over 75 years ago, we have continued engineering how the world works by applying our experience in imaging, business process, analytics, automation and human centric design to make a real difference for our customers and their customers. We have changed the way the world shops, learns, parks, does banking, receives healthcare and, of course – works.

Headquartered in Norwalk, Conn., Xerox has more than 140,000 employees and does business in more than 180 countries. Together, we provide business process services, printing equipment, hardware and software technology for managing information -- from data to documents. Learn more at www.xerox.com.

Purpose

Primary responsibility of this role is to manage information & marketing communications for Developing Markets Operations (DMO) Post Sales team.

To develop content related to Customer Service and Paper operations.

To lead key programme marketing and effective communications to both internal business teams and external partners to meet strategic objectives.

To develop & modernize new marketing content for Customer Service Operations & Paper sales (internal & external), ensuring up to date and relevant information is shared with country operations and partners.

To Support modernisation of service operations through maximum use of remote solutions and services, enable automation and productivity across DMO for direct and partner operations, through remote printer capability

To Manage the Customer Relationship survey across DMO, provide programme coordination and reporting, closing out issues to deadlines.

Act as social media knowledge expert & lead for Post sale operations management team

Scope

Drive remote connectivity of Direct & Indirect Multi-function devices by leading monthly country reviews

Manage PartnerNet portal CSO support & escalation to 140 countries, 800 partners & 7500 partner users

Lead the development and maintenance of content for CSO and Paper, both internal & external, including managing the team to ensure information is up to date and relevant

Support and Coordinate Xerox Relationship Survey across all DMO organisations & accountable for reporting

Potential to develop project management and leadership skills in support of Post sale team objectives

Main Responsibilities

Customer Service Modernisation

Maximising the partner and customer value from device remote capability and enabling service operation productivity from remote capabilities.

Develop & manage programmes related to Xerox Equipment remote solutions across the DMO countries for both internal and external stakeholders. Including Remote Device data information and usage.

Lead DMO key programmes for remote services, reporting and facilitation of action plans for internal and external (partner) service call and back office efficiency.

Act as centre of competence for technical knowledge of CSO remote tools and web solutions, to support country deployment. Use acquired knowledge to support problem escalations.

PartnerNet Portal & Xerox.com (external facing web Portals)

Manage PartnerNet Portal providing CSO support & escalation to 140 countries, 800 partners & 7500 partner users.

Development of new Intranet & Internet solutions to enable productivity to Xerox partners and direct operations.

Develop and maintain content/solutions to empower partners to increase their service efficiency. Ensuring administration is controlled and admin queries are resolved in a timely manner

Lead CSO and Paper competency for SharePoint to maximise Portal communications and functionality.

Cross-functional working with IM, Marketing and global remote services teams to develop solutions to best-fit partner models.

Xerox Remote Print Services (XRPS)

Deployment lead for CSO information related to entry-level basic print service – Xerox Remote Print Service to support 800 partners with remote billing, supplies and diagnostic information.

Lead programmes to drive device connectivity, by managing monthly meetings and coordination of best practice sharing.

Accurate and timely and reporting to the Xerox Global Teams, ensuring data accuracy.

Marketing

Develop business requirements and new solutions by gathering intelligence from CSO Operations, Partners and Global Xerox Teams

CSO Marketing in PNP – ensure CSO HQ team meet brand guidelines

CSO HUB – ensure CSO internal content is maintained with relevant and timely information for all country teams.

Development of marketing documents and presentations to service partners and direct operations.

Manage communications through newsletters, internal communications, team meetings and developing external brochures

Management & Processes

Internal owner for web based communication services and forums to maximise communications and data sharing across DMO, both Intranet & Internet

Accurate and timely reporting to support quarterly business reviews and execution of actions to meet management deadlines

Supporting the CSO team in transforming complex business challenges into simple actions, and execution of such actions to increase productivity

Lead key initiatives related to CSO for Partner Programme, involving cross functional stakeholders

Partner Relationship Programme

Support and coordination of Partner Relationship program & Partner End User Customer Survey

Accountability for data provided and shared with regions and HQ Teams

Manage in wave (small loop) closing to ensure that unhappy customers are contacted in 24 hours and action plans documented within 7-day timeframe.

Support the closure of actions plans through the Mid Loop process

Supporting participant countries with data input templates, user templates, including consolidation at DMO level.

Support in training materials and marketing materials

First line support for country problems, including technical questions on systems

Visibility and interpretation of the results for the Relationship surveys at country/region and DMO level.

Paper Marketing

Develop business requirements and deliver new content by gathering intelligence from Paper Operations, Partners.

Manage and deliver the modernisation of Paper Marketing including development of value propositions.

Regional Support providing product brochures and collaterals.

Lead the re-design & maintenance of internal site to improve the user experience for Paper operations.

Develop & maintain paper content to be provided through Xerox PartnerNet Portal- including learning content for paper partners.

S upport the paper team with data management and data analytics.

Project Work

Lead a project which involves frequent interaction with senior levels within the corporation.

Develop a project plan with timelines ensuring they are met.

Facilitate the discussion on strategy to ensure that all areas are covered.

Complete project work engaging functional management.

Deploy pilots across multiple countries in DMO – working closely with the country teams.

Analyse the results of pilots to determine whether the strategy was successful.

Education Level

  • Degree in a business related subject

Skills, Knowledge & Abilities

  • Have a background or experience of web based solutions

  • Have a background in IM or desire to develop IT basic knowledge

  • The jobholder will require experience in analysing and integration and interpretation of data

  • Experience of programme communications and or marketing

  • Ability to be organised, with a methodical and structured approach to prioritisation

  • Proactive and self-motivated, demonstrating flexibility in the workplace

  • Leadership skills and knowledge management

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox in the U.S. may request such accommodation(s) by sending an e-mail to accommodations@xerox.com

Job: Technical Customer Services

Organization: Post Sales & Customer Services-X000000120

Title: Post-Sales & Marketing Executive (Graduate)

Location: GBR-City of London-Uxbridge

Requisition ID: 16031608

Virtual/work from home? No