eCommerce Marketing Manager, Voice of Customer

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About Microsoft’s Digital Direct Sales Team:

The Digital Direct Sales organization at Microsoft is the premier destination for consumers and small businesses to discover and purchase a wide array of Microsoft products. It is a customer centric organization dedicated to harnessing the power of data to drive sales, insights and efficiency. As a global e-commerce leader, our website attracts tens of millions of visitors and generates over a billion customer data points each month. We are committed to developing cutting-edge solutions that empower our clients and stakeholders to make informed decisions. We value creativity, collaboration and a passion for excellence.

As an eCommerce Marketing Manager, you will support a team that is dedicated to improving our voice of customer and value proposition efforts to influence the customer experience in the web direct channel by listening, synthesizing, and recommending actions and improvements based on customer feedback and our strategy plan for channel growth. You will take a collaborative approach across multiple corporate and regional teams leveraging your strategic lens, insights experience, customer obsession, project management and executive communication skills to update our value proposition, help land it in our execution, and maintain centralized communications and project management for the broader Voice of Customer(VOC) team. You will work across teams to make strategic decisions and changes grounded in the customer voice. You will work closely with key partner functions within the team – analytics, reporting (BI), and insights/actions functions across lines of business to synthesize, translate, and share insights in key stakeholder forums and rhythms, and to support programs and initiatives that will drive change. You will leverage your project management, communications, data insights, and storytelling expertise to surface key takeaways, dig into trends, and provide meaningful insights to influence actions and strategy.

At the core, we are a customer-focused team that encourages a diverse & inclusive culture. We are respectful, collaborative, accountable and approach work with a fun, positive attitude. The right candidate can expect to have opportunities for career growth and development while helping shape our strategic approach to meet our customers’ rapidly changing expectations.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more, and we’re dedicated to this mission across every aspect of our company. Our culture is centered on embracing a growth mindset and encouraging teams and leaders to bring their best each day. Join us and help shape the future of the world.

Required/minimum qualifications

• Master's Degree in Business, Marketing, Economics, Social Science, Computer Science, Information Technology, or related field AND 1+ year(s) experience in retail, ecommerce, data science, research, marketing or business-related roles OR Bachelor's Degree in Business, Marketing, Economics, Social Science, Computer Science, Information Technology, or related field AND 2+ years experience in retail, ecommerce, data science, research, marketing or business-related roles OR 3+ years experience in retail, ecommerce, data science, research, marketing or business-related roles OR equivalent experience.
• 3+ years of experience strategizing, crafting, and managing senior level executive and program communications

• 5+ years’ experience in retail, ecommerce, data science, research, marketing or business-related roles OR Bachelor's Degree in Business, Marketing, Economics, Social Science, Computer Science, Information Technology, or related field AND 4+ years’ experience in retail, ecommerce, data science, research, marketing or business-related roles OR Master's Degree in Business, Marketing, Economics, Social Science, Computer Science, Information Technology, or related field AND 3+ years’ experience in retail, ecommerce, data science, research, marketing or business-related roles.
• 3+ years’ experience in go to market (GTM), marketing strategy, business planning, or similar roles
• 2+ years project/vendor management experience
• Experience working with analysts and research teams to inform quality insights.

eCommerce IC3 - The typical base pay range for this role across the U.S. is USD $85,100 - $169,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $112,000 - $185,300 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until July 14th 2025

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Key Responsibilities:

• Manage the centralized value prop framework, prioritization, and messaging for value proposition toolkit across consumer and small business, including updates for product launch moments and seasonal campaign
• Drive messaging refreshes, in partnership with Studio and other teams.
• Develop relationships and lead teams across multiple stakeholders to influence workstreams that will improve the customer experience.
• Manage the centralized v-Team for Value Proposition, including workstream status, integration of learnings across stakeholder workstreams, and recommendations or updates based on day-to-day activities
• Lead the monthly community forum by which the broader Digital Direct Sales team connects to share updates, create awareness, and conduct strategic discussion re: Value Proposition and related topics
• Partner with analysts to guide syntheses, translate takeaways, conduct investigations, and develop recommendations to address customer challenges surfaced through data.
• Manage centralized communications for the Voice of Customer team, including project management, status, and operational efficiencies
• Manage the Voice of Customer Panel (monthly research focus groups) and leverage other research resources to conduct regular updates of customer and competitive research to influence our value proposition and priority initiatives
• Track and manage the status of open asks and resulting impact from key influential VOC learnings and moments.
• Deliver insights in key forums, rhythms, and written communications on a frequent basis leveraging storytelling expertise.
• Lead and influence key strategic projects to help improve business results.
• Embody our culture and values