Job Description

The ServiceNow Global Brand Marketing team is a passionate team of strategic & creative thinkers who are responsible for shaping the future of the ServiceNow brand. We are looking for a Brand Manager with a history of building brands, through traditional and non-traditional channels, to manage and grow the branded merchandise program at ServiceNow. Reporting directly to our Director, Brand Management, you will play a key role in how our brand is perceived and experienced by employees, customers and beyond. You will bring our brand to life through branded merchandise itself, as well as the digital, physical and experiential platforms we deliver our branded merchandise through.

The Brand Manager will have a background in managing complex programs across a matrixed organization. You will be a pro at partnering with internal stakeholders to understand their goals, setting clear strategies, and collaborating closely with project management, creative and production partners to successfully execute against those strategies. You are a strong strategic and creative thinker, with a passion for learning, exploring industry trends, and bringing new ideas to the table to excite and delight your stakeholders and their customers. You are a master of taking the strategic lead on big projects in unchartered territory with exciting goals. At the same time, you thrive in managing the daily operational details required to keep a large-scale, core program on track. You understand the importance of building a consistent and cohesive brand at scale and can influence stakeholders across the globe to join you in building and protecting the brand in kind.

What you get to do in this role:

• Manage the daily operations of, and ongoing relationship with, multiple global creative agencies specializing in merchandise design, sourcing & fulfillment, e-commerce management, and event execution.
• Manage the ongoing selection, branding and creative approval of the full catalog of ServiceNow branded merchandise available across all regional e-commerce platforms.
• Take strategic lead on merchandise guideline development, including ongoing optimization and enablement across our 22K+ global network of employees.
• Manage the strategy and execution of program growth across global events, on-site retail experiences, customer gifting programs, new hire onboarding, and more.
• Work closely with internal and agency creative teams on new product design, using our growing system of brand design elements to establish a fully bespoke catalog of custom merchandise, unique to ServiceNow.
• Establish a practice of regular analysis and reporting of program success, using sales analysis, sourced feedback and trend research to create strategically grounded recommendations and influence program evolution.
• Partner with a variety of stakeholders across the company to guide, and sometimes lead, custom merchandise design and e-commerce projects, ensuring brand guideline adherence, and remediating as needed with alternative solutions.
• Develop briefs for Brand-led projects. Educate on the brief process for stakeholder-led projects, reviewing briefs and providing support as needed through project completion.
• Manage the execution of high-priority, quick turn custom projects for company leadership.
• Manage all internal program communications and campaigns with support from creative resources and Employee Communication team partners, while also being comfortable writing/editing copy and posting communications on various digital platforms as needed.
• Partner with Digital Technology to manage e-commerce site optimizations, integrations, and digital program expansion, including but not limited to the potential development of a customer facing e-commerce experience and digital business card solution.
• Partner with leads in Sourcing, Shipping, Legal, Tax Compliance, etc. to understand operational requirements and ensure the program is well-managed, adheres to all corporate and legal policy, and is increasingly cost-efficient year over year.
• Ensure consistency of the brand, the highest quality of product and design, and progressive environmental and sustainability goals and across all merchandise, digital platforms, operations and physical experiences.

Qualifications

DESIRED SKILLS: 

• Optimistic, unflappable energy with the ability to drive meaningful progress in an extremely dynamic environment. 

• Outstanding communication skills with the ability to build relationships, influence across all levels, and drive strategically grounded decision-making. 

• Able to actively listen and engage across teams to build strong relationships with a high degree of trust. Can deliver and receive direct and clear feedback constructively. 

• Exceptional problem-solving skills, an entrepreneurial spirit, and a passion for company purpose and brand.  

• Impeccable organizational skills, a strategic thinker with a keen eye for detail. 

• Strong sense of accountability, brand ownership, and ability to coach down, up and across levels and geographies. 

• Comfortable in a fast paced, self-starter environment, while also a pro at working collaboratively with an array of skill sets and levels. 

• Ability to think big while operating at the finest level of detail. 

• Outstanding presentation skills with a proven ability to understand your audience’s point of entry and influence across all levels of an organization. 

• A passion for branded merchandise, branded experiences, and an inherent need to know what’s the latest and greatest in the industry.

QUALIFICATIONS: 

• Location: Santa Clara, CA or remote. Some domestic and international travel in the future may be a part of this global role, up to 10%.

• 8+ years of real-world brand management experience for large, publicly visible brands, with a focus on brand management, marketing, advertising, communications, and creative execution. Advertising or brand agency experience is a plus.

• Bachelor’s degree in Brand Management, Brand Marketing or related field required. 

• Experience leading and managing projects with creative agencies and internal creative groups; global experience is a plus. 

• Experience in retail, e-commerce and managing merchandise programs is preferred but not required. A passion for building a brand through branded merchandise and experiences, and the ability to become an expert in the industry and its operations is required.

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

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

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