The digital era will demand the CMO to besides rethink his organizational structure to become more flexible and agile to the hyperconnected customer or consumer. Also he has to think of new roles and skill development and education for his operation.
There are 5 major marketing area’s that will evolve in their capabilities and 1 new marketing department to be created in the 2020 marketing organization. The market intelligence, the marketing strategy; market management, the demand generation, marketing communications, marketing operations department will extend their capabilities and a new department marketing technology needs to be created.
The following roles and skills are expected to be created:
Marketing intelligence transforms towards market insight
Major shift will take place in the marketing intelligence organization although one could foresee that most marketing professional need to develop themselves with many new skills of which one of them are analytical skills,. Already identified as a base for all our activities in marketing 2020. (see integrated planning model).
Would lead and develop statistical & optimization models to provide insights and help optimize customer segmentation. Develop models to predict customer lifetime value, churn. Construct promotion/content forecasts for customer clusters. Support design, set up and evaluation of hypotheses testing. Develop reporting on customer metrics. Track and analyze model parameters and estimates over time. Collaborate closely with marketing, sales and IT teams to improve data pipelines. Execute ad hoc data analyses in response to business requests.
Marketing strategy & market management evolve towards customer segment managers
Responsible for all customer segment group research including extracting customer data and analyzing profiles to develop and determine personas requirements. Develops targeted product offerings or marketing campaigns based on personas profiles. Provides information to sales and marketing teams to assist in the promotion of the organization's goods and/or services.
Marketing communications evolves in customer experience engineer
Responsible for strategic design of the customer experience through customer journey engineering. Has a holistic view of the overall wheel of influence (incl. pr, analyst relations, journalist) and constituents that have different needs in content. Identifies the content demand and preferred channels of communication.
Demand generation towards community and evangilize management
Responsible for content creation - writing blog posts, articles, newsletters, communications materials, and material for social media channels .Social media marketing – creating, managing and growing the company’s presence through blogs, Twitter, Facebook, and other strategically relevant online properties. Events and event planning. Business development - Depending on the company and depending on how senior the role is, a community manager can also be responsible for business development and sales. Responsible for all activities from awareness towards loyalty. This also includes customer services media inquires.
Manages the master dashboard of all above and below the line marketing campaigns, social, digital tactics. Analyzes and sets up measurement tools to provide reports on metrics, and continually drives internally with other marketing roles ways to improve on those metrics through testing and new initiatives. Manages the marketing budgets. Optimizes the marketing processes. Including new digital & social processes.
Marketing technology manage
Leads marketing innovation through technology and digital investments and experiments. Ensures the customer experience demands are implemented and supported. Determines the source of the technology, to outsource or insource