Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

The AVP, Global Retail Industry GTM will be the first of its kind in our transformation to an industry-forward journey. This newly created position will be responsible for helming our integrated strategy and go-to-market execution across our Retail sub-industry verticals with the ultimate outcome being an even greater acceleration of our Retail industry Net New ACV across our platform of products and solutions. This position reports to the SVP, Global Industries.

• Serve as ServiceNow's face of retail, including executive meetings, Marquee events (e.g., Knowledge, World Forums), third party events (e.g., NRF, Shoptalk), bringing thought leadership and transformational impact and stories to bear

• Align deeply with verticalized field sellers (e.g., Head of Retail for AMS) on priority customers, GTM messages, and execution to ensure successful NNACV target delivery

• Build and execute a multi-year growth strategy for the Retail industry, including organic plays, CorpDev/M&A plays, partnerships and resourcing requirements for growth

• Design a set of priority solutions for Retail to inform GTM strategy and execution, including the bill of materials underpinning each solution area (e.g., solution positioning, demos, customer stories)

• Define a set of priority GTM partners, embedding focused solutions in the partnership, and ensuring that these are successful through diligent monitoring

• Promote and generate Retail customer transformation stories in partnership with customer advocacy, PR, comms

• Maintain active pulse and analysis on the Retail business performance, including identification of trends, opportunities, and any risks to the business, with an emphasis on solution performance, pipeline health/quality and key customers

• Analyze, prep and moderate Retail Quarterly Industry Business Reviews with executive team, honing in on the top actions, needs and insights to take the Retail industry to 'next'

• Serve as a member of our Industry GTM Leadership Team, partnering together with other industry leaders to inform shared approaches, learnings

• Build and nurture cross-functional relationships with internal business partners, including Sales, Product, Marketing, Enablement, Partner, Solution Consulting, Architecture, Strategy and Global Industries/Strategic Growth

• Partner with HR and finance to ensure appropriate budget planning, T&E tracking, and targets are consistently on track and met to deliver on KPIs

• 15+ years of leadership experience in the Retail industry, with proven success in developing and delivering on multi-year growth, with preference for leaders within DTC/Stores (including field leadership, ops, and CX)

• 5+ years of enterprise software or technology experience, either serving Retail customers in a bus dev or consulting capability, or with the Retail software stack as the business leader; preference for expertise with GenAI-enabled capabilities

• 3+ years in strategic consulting (top tier consulting firms preferred), with an emphasis on designing and driving transformational change for Retail customers

• Exceptional written and verbal communication skills - strategic, top down, concise

• Ability to develop trusted advisor relationships with customers and field organizations; demonstrated aptitude to influence senior leaders, across teams and departments, on strategy, messaging and customer engagement

• Resourceful, self-motivated and able to prioritize independently shifting workloads in a dynamic, high growth environment

• Adept ability to work in a matrix organization structure with a highly distributed team, leading through influence and relationship-building

• Relentless organizational and execution skills, with ability to effectively prioritize

• Advanced skill level in designing and building in MS Powerpoint and Excel, Google suite, and dashboards

• Ability to travel up to 50% of the time (primarily US, some global travel required)

• Bachelor's and/or Master's degree in Business, Marketing, Technology, Engineering, or related fields