The Team You Will Join
The MetLife Marketing organization is evolving to enable our Next Frontier strategy. The organization has outlined a new vision – to be a customer-centric and data-driven growth engine that takes accountability for contributing meaningful enterprise value and building customer equity.
The MetLife Enterprise Marketing & Marketing Enablement team is on a journey to create a high-performing team equipped with modern capabilities. This will require us to change the organization’s expectation of marketing and shift the Marketing focus areas. The expected outcomes of this evolution are 1) growth – marketing as an investment with a predictable contribution to enterprise value, 2) efficiency/effectiveness through a data-driven DNA, 3) capability maturity leading to sophisticated technical and strategic capabilities, and 4) talent alignment to enable a modern, agile marketing organization that nurtures, develops, and attracts top talent.
The Opportunity
MetLife’s Marketing Technology Operations and Enablement Manager is responsible for helping support the implementation, optimization, administration, and optimal user engagement for marketing technology platforms to enhance our digital marketing strategies. This role requires a blend of technical expertise, strategic thinking, process development and documentation experience, and operational excellence to ensure our marketing systems function seamlessly and effectively and our marketing colleagues are aware of and enabled on marketing technologies.
Success in this role requires that you are proficient in identifying and prioritizing needs, self-managing multiple projects simultaneously, and reporting on progress. The Marketing Technology Operations and Enablement Manager will work with internal customers to understand business needs for enhancements and user enablement, make recommendations on how to satisfy those business needs, manage needed changes for process enhancements and defects, document Standard Operating Procedures for those processes, and perform routine support including submitting service requests and incident investigations and resolutions. This MetLife Associate will also develop and manage user enablement programs, incl. training and user documentation.
How You’ll Help Us Build a Confident Future (Key Responsibilities)
Marketing Technologies Support Management
Develop and optimize processes supporting the optimal acquisition, implementation, management, and usage of state-of-the-art marketing technologies to drive real business results.
Assist in the vendor lifecycle management. In partnership with our Marketing Vendor Management team, help streamline the acquisition of new marketing technologies and vendors, with increased emphasis on solutions powered by Artificial Intelligence. Also ensure timely renewals, offboarding and other changes in contractual commitments.
Establish and optimize processes for managing the full Marketing Technology Portfolio (Vendor Analyses, Comparisons, Scoping, Use Case Development and Compliance Oversight)
Manage the Master Inventory. Work with Platform Owners to manage contractual obligations, platform roadmap and budget requirements/commitments, and ensure costs, metrics, and ROI are tracked
Support internal risk and compliance reporting processes
Work cross-functionally with marketing, sales, IT, and operations teams to align technology with business goals
Marketing Channels Process Optimization Support
Support the execution of strategies for optimizing MetLife Marketing Operations Channels (i.e., Web Delivery, Marketing Automation / Email, Paid Media, etc.) and Related Functions (i.e., Analytics, Conversational Intelligence).
Support coordination and operational support for the Marketing Activation team to optimally engage the channels needed to deliver your campaign success.
Manage process documentation and optimization to help drive incremental improvement and align on Risk and Compliance needs.
Troubleshoot and resolve issues related to campaign execution and platform performance
Ensure accurate data tracking, reporting, and analytics across all marketing channels
Collaborate with analytics teams to measure campaign performance and optimize conversion rates
Internal Client Engagement and User Enablement
Ensure MetLife Marketing Teams and their partners achieve optimal utilization of MetLife marketing technologies and related resources.
Working with vendors and our Global Marketing Technology colleagues, develop documentation, training, and best practices for martech adoption across teams (incl. training, user documentation and videos, open doors, showcase events, feedback loops, etc.)
Establish optimal outreach and engagement strategies for Internal Clients / High-Value Segments
Implement programs for capturing requirements to facilitate better planning and faster speed-to-market, including writing Stories for GMT to use in sprint planning.
Develop and manage optimal performance, process, and platform reporting programs
What You Need to Succeed (Required Qualifications)
Bachelor's degree in Marketing, Business, Computer Science, or a related field.
3-5+ years of experience in marketing operations, marketing automation, or martech management.
Proficiency in modern marketing platforms (preferably AI-enabled)
Strong analytical skills with expertise in Google Analytics, BI tools, and A/B testing
Understanding of marketing compliance, data privacy laws (GDPR, CCPA, ADA etc.) and best practices in data governance
Ability to troubleshoot technical issues and collaborate with IT/development teams.
Highly motivated, resourceful problem-solver with the ability to collaborate effectively across functions
High-energy, focused, and obsessed with customer experience
Demonstrated effectiveness in the use of computer tools e.g., PowerPoint, Excel, Word, Access, and other internal databases/systems
Strong process development and proven documentation skills
Excellent communications skills including, presenting, editing, and writing accuracy and attention to detail required
What Will Give You and Edge (Additional Skills)
Experience with B2B, B2B2C, and B2C marketing motions and buying journeys
Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations
Experience with Agile Delivery Methodology is a plus
Insurance industry experience, especially supporting marketing and customer service teams
Experience working for a global financial services firm, optimally a group benefits provider
