Senior Director, Self-serve Marketing (Vietnam relocation required)

Founded in 2016, Katalon is the leading provider of a modern, comprehensive quality management platform. Katalon Platform enables quality assurance, DevOps, and software teams of any size to deliver world-class customer experiences faster, easier, and more efficiently.

Since its first launch, Katalon has experienced tremendous growth, serving more than 30,000 teams around the globe, many of which are in the Fortune Global 500, such as PwC, KPMG, Abbott, etc. Katalon is recognized as a top automation tool by prestigious review sites, such as G2, Gartner, Capterra, and IT Central Station.

Reporting to Katalon’s Chief Marketing Officer, the Senior Director, Self-serve Revenue is a pivotal operations, data, and experience-driven leader responsible for enhancing the efficiency and growth of our B2B eCommerce channel. This role encompasses the direct management of the e-commerce team and oversight of processes that ensure customers can easily purchase and renew product licenses, aiming to improve customer satisfaction and renewal rates significantly.

Responsibilities

• Develop and execute a comprehensive B2B e-commerce (Self-serve) strategy aligned with the company’s overall business objectives, focusing on enhancing customer satisfaction and increasing renewal rates.
• Manage the day-to-day operations of the eCommerce channel, ensuring the strategy, systems, and processes are in place to deliver an exceptional customer experience and drive growth in total revenue, purchase volume, velocity, and average order volume.
• Lead and mentor a team of e-commerce professionals, fostering a culture of innovation, collaboration, and high performance.
• Establish and monitor key performance indicators (KPIs) for eCommerce, including pipeline, sales velocity, customer satisfaction, account expansion, and renewal rates; create and maintain reports and dashboards to visualize performance and provide actionable insights.
• Recommend and implement initiatives to increase traffic, conversion rates, customer retention, revenue, and profitability.
• Act as a thought leader internally and externally to develop and execute a cutting-edge e-commerce digital experience focusing on optimizing customer engagement and sales conversion.
• Collaborate cross-functionally to enhance the online customer journey and user experience. Key partnerships include:
  • Sales: to develop smooth processes for customer handoffs during account expansion or renewal.
  • Product and Growth: to evolve the customer journey from arrival to activation and adoption.
  • Product Marketing: to define user profiles and create supporting content.
  • Marketing Campaign Managers: to drive traffic, engagement, and initial adoption.
  • Community and Education: to support world-class onboarding and self-service enablement.
  • IT and Engineering: to evaluate, launch, and maintain essential systems and processes.
• Analyze market trends, competitor activities, and customer behaviors to identify growth and innovation opportunities.
• Manage relationships with external vendors and partners, including e-commerce platform providers.
• Oversee the e-commerce budget to ensure optimal resource allocation and ROI.