Shire Jobs

Introduction

Job Description - User Training & Adoption

Overview

The Manager - User Training & Adoption plays a critical role in ensuring the effective utilisation of the Marketing Technology (MarTech) platforms within the organisation. This position focuses on guiding users in the correct application of systems and ways of working, overseeing user onboarding, training, and providing first-line support.

Objective/Purpose of the Role

The primary objective is to facilitate the efficient and effective use of MarTech platforms by all users. This involves creating and implementing comprehensive training programs, ensuring users are well-equipped to leverage the technology for optimal marketing outcomes.

Accountabilities

Responsibilities of the Role

• User Onboarding and Training:

• Develop a structured onboarding process tailored to new users, ensuring a solid foundation in the use and application of the MarTech stack.

• Develop and implement an onboarding program for new users of MarTech platforms.

• Conduct regular training sessions to educate users on the correct use and best practices of the MarTech stack.

• Training and Reinforcement:

• Create engaging and informative training materials, including guides, tutorials, and videos in collaboration with our platform vendors and our business teams.

• Incorporate real-world scenarios and case studies to enhance understanding and application.

• Regularly update training content to reflect the latest features and best practices.

• Implement ongoing learning initiatives to keep users updated with the latest MarTech features and updates.

• Encourage and facilitate knowledge sharing among users to foster a collaborative learning environment.

• First-Line User Support:

• Provide first-line support to marketing users, addressing queries and challenges in using MarTech platforms.

• Collaborate with technical teams to resolve complex user issues.

• User Proficiency and Compliance Monitoring:

• Monitor the level of user adoption and gather feedback to continually improve the training and support programs.

• Track user progress and proficiency levels through assessments and feedback mechanisms.

• Ensure users comply with established ways of working and best practices in using the MarTech tools.

• Implement strategies to increase user engagement and proficiency with the MarTech tools.

• Collaboration with Cross-Functional Teams:

• Work closely with marketing, technology, and HR teams to align training initiatives with overall business strategies.

• Coordinate with the Business Platform Administrator to ensure seamless integration of training and platform usage.

• First-Line Support Enhancement

• Enhance first-line support mechanisms to provide ‘on the job training’ when required

• Partner with the Business Platform Administrator to enhance first-line support mechanisms, providing quick and efficient resolution of user queries and issues.

• Performance Reporting:

• Report on the effectiveness of training programs, measuring improvements in user competence and platform utilisation.

• Evaluate the impact of training and adoption programs on MarTech platform usage and marketing outcomes.

• Provide insights and recommendations for enhancing user adoption and satisfaction.

• Advocacy and Change Management:

• Act as a champion for the effective use of MarTech platforms within the B2B organisation.

• Lead and support change management initiatives to drive adoption of new tools and processes.

Experience, skills and professional attributes

Experience Required for the Role

• Proven Track Record in Training & Adoption: Extensive experience in training and user adoption roles, specifically within technology or MarTech environments.

• Experience in Developing Training Programs: Demonstrated ability to create and implement comprehensive training programs, including digital learning modules, workshops, and personalised coaching.

• Background in MarTech Platform Utilisation: Direct experience in using, training, or supporting MarTech platforms like CRM systems, marketing automation tools, and analytics software.

• Project Management Experience: Proven capability in managing large-scale training projects, including planning, execution, and monitoring.

• Change Management Expertise: Experience in leading change management initiatives, particularly in the adoption of new technologies or processes within an organisation.

  Skills Required for the Role

• Advanced Training & Educational Skills: Expertise in adult learning principles and training methodologies, capable of catering to diverse learning styles and needs.

• Exceptional Communication & Interpersonal Skills: Ability to clearly articulate complex technical concepts to non-technical users, ensuring understanding and engagement.

• Technical Proficiency: Strong understanding of MarTech platforms, with the ability to quickly learn and adapt to new tools and technologies. Salesforce Marketing Cloud is a nice-to-have.

• Analytical & Evaluation Skills: Capacity to assess training effectiveness and user adoption rates, using data to drive continuous improvement.

• Organisational & Time-Management Skills: Excellent organisational abilities to manage multiple training initiatives simultaneously, maintaining focus and quality under tight deadlines.

• Problem-Solving & Creativity: Innovativeness in addressing training challenges and user issues, developing effective and engaging solutions.

• Collaborative Nature: Skill in working collaboratively with cross-functional teams, fostering a cooperative and supportive learning environment.

Job LocationsUnited Kingdom-London

ID 2024-10065

Function Marketing