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.

A compelling candidate brings a unique combination of experiences, spanning executive leadership as an operator in the Retail industry, a deep understanding on enterprise software and technology, and depth of expertise in strategic consulting. This leader is not afraid to “roll up their sleeves” and is equally comfortable devising multi-year strategies and updating an implementation tracker with the status of initiatives. S/he thrives in a high growth, fast-paced environment, and can maintain a ‘north star’ point of view despite managing the urgent requests of a given day. A typical day involves equal parts brainstorming on how to go to the next level on Retail; leading cross-functional pod work to drive better, tangible customer outcomes; working with Industry partners (e.g., Field Sales, Product, Marketing, Partner, Customer Excellence, Enablement) on specific trends and opportunities that beget new thinking around how we go to market; and, leading from the front with our customers in inspiring ServiceNow as the Retail Platform for Business Transformation. Over time, this implies the ability to embed a new industry, customer-centric muscle and experience set in a consistent, scalable way.

Core KPIs include: Retail NNACV growth, pipeline development, win rate improvement.

What you’ll do:

• 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

Qualifications

• 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

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $216,580 - $357,420, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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