Director, Customer Retention, Strategy & Programs

Our Company

Changing the world through digital experiences is what Adobe's all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences! We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The Opportunity

EMEA is the growth engine within Adobe, and you will join at an opportune time to design, develop and help deliver our future by partnering with our Regional VPs and Retention leaders to help define the strategy and operations of a best-in-class renewals sales force, and support outstanding execution by the renewals sales organisation. As the Director of Retention Strategy and Operations, EMEA, reporting into the Snr Director of EMEA Sales Strategy and Operations, you will be responsible for driving growth on the renewals book of business within our EMEA Digital Experience business.

You will have a customer experience mindset in all aspects, and have a demonstrated history successfully creating, executing on, and optimizing business models in a highly agile environment. We're looking for someone who is highly effective and efficient, with the ability to think strategically, but also roll up their sleeves and "get it done ".

The Director is accountable for the development of a comprehensive renewal and retention operations plan based on a substantial understanding of modern field operation dynamics to drive retention and revenue growth in our installed base. In addition, optimising a field readiness architecture to enable continued scale and success of Adobe's renewal and retention operations professionals as we move towards a more customer centric model will be a key objective for the experienced executive.

What you'll do

Manage a team of professionals providing centralised support for the renewals within our EMEA Digital Experience organisation.

Drive field sales and ecosystem annual planning including determining financial targets, organisational design, account coverage, capacity model, territory assignment, quotas, and compensation plans within the renewals business.

Lead, coordinate and refine the renewal forecasting cadence, processes and artifacts, driving predictability.

Develop and action productivity and performance reporting of renewals management, individuals and account opportunity.

Support and optimise the renewals strategy including core sales processes and efficiency drivers, infrastructure and automation, regional performance and Enterprise Data Driven Operating model.

Establish highly repeatable (and scalable) sales processes, automation and reporting methodology , both quantitative and qualitative that can be implemented across regions, and provide deep insights.

Lead key sales productivity initiatives across EMEA; focused on customer success, retention, bookings growth and ecosystem alignment

Maintain strong relationships with EMEA peers and stakeholders to evaluate effectiveness of programs and impact of operational strategies, programmes and improvements

Effectively partner and appropriately challenge leadership to effectively overachieve targets and instil centralised processes.

Accountability to assist renewals teams to improve performance through the development and driving deep adoption of both strategic and tactical programs.

Conduct historical reviews of performance, and use predictively to direct the business to improved performance.

What's needed to succeed

Experience leading a best-in-class, sophisticated Renewal Operations function supporting aggressive revenue growth.

A high-performance self-starter and people leader capable of leading and developing a high performing centralised but distributed operational team responsible for supporting $1B+ of revenues.

A consistent success record in providing strategic guidance and operational oversight in Renewals Operations within a complex technology sales environment.

Ability to develop tactical initiatives that improve renewal sales productivity and performance. Background of introducing innovative performance metrics and improvement programs.

Ability to utilise combined industry benchmarking information with a strong analytical capability to identify market trends and test alternative approaches to strategy that yield outstanding performance.

Able to research, develop and execute on sales tools, technologies and automation solutions/strategies in the field.

Leading communication skills, both interpersonal and written, especially in presenting at senior levels within the organization

Passionate about challenging the status quo and obsessed with operational excellence, finding improvements and results.

The ability to work effectively in a fast-paced, deadline-driven environment .

Proven leadership and experience working across functional groups ensuring alignment of process driving the defined business strategy.

Strong sense of ownership and flexible and resilient under pressure.

Assertive and creative problem solver with a diplomatic approach who operates at the highest level of integrity.

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