Head of Retail & Hospitality Go to Market (GTM) AMS

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 Head of Retail & Hospitality Go to Market (GTM) AMS is a specialized role that reports directly to global Retail & Hospitality industry leadership and collaborates locally with ServiceNow’s Americas sales teams and global core functions within the company (e.g., marketing, product, customer success, and implementation partners) to identify and adapt ServiceNow Retail solutions for the Americas retail market. The Americas is the largest market for both ServiceNow and for Retail & Hospitality so this market focus is critical and will depend on strong awareness of industry trends, regional dynamics and an understanding of Americas specific brands. This role will work closely with our Americas account teams for strategic retail and hospitality clients (both existing and potential) to develop and nurture strategic opportunities based on relevant industry solutions.  Hospitality, in particular QSR, restaurants and hotels are a critical and fast growing piece of this business and experience in these industry sub-verticals specifically is a must.  

This individual will serve as the primary contact for related pursuits within the Americas market, engaging with senior and C-suite stakeholders, enhancing our messaging, communications, and experiences with an industry-specific perspective, and addressing their challenges and needs. The ideal candidate brings authentic industry expertise, a mature and strategic viewpoint, is visionary with the art of the possible, is fact-based and objective in their orientation, and serves as the key market Subject Matter Expert (SME) to ensure industry and local relevance. 

They will align closely with our core and solution account teams, covering both Retail and Hospitality but with a strong focus on QSR, restaurants, hotels and grocery to develop and close strategic industry opportunities. They will leverage their existing network and build new trusted relationships with customer and partner executives, collaborate with sales leaders, and significantly contribute to revenue growth in our top industry accounts. 

This leader is responsible for five key areas: 

1. Customer-Focused Pipeline Development: Introducing and educating executives and senior leaders to ServiceNow through leadership and participation in industry events, executive business reviews, etc. Partnering with account executives and their teams to advance the customer pipeline by infusing industry expertise into account strategy. 

1. Sales-Oriented Pipeline Progression: Partnering with account executives and their teams to advance the pipeline by infusing industry expertise into account strategy, forming relationships with key buying center executives, and helping shorten deal lifecycles by highlighting business value and competitive differentiators. 

1. Partner Development & Execution: Leading priorities with select top partners to support industry leadership positioning, enablement, and customer development. The focus should be on accelerating customer-focused pipeline priorities. 

1. Analyze, Drive & Report on The Business: Analyzing the Americas retail and hospitality business to understand trends, opportunities, needs, KPI impact, and movement against goals, and using that information to fuel customer efforts within this industry. Utilizing data to influence and drive results and reinforce high-yield actions. 

1. Industry Strategy & Team Leadership Development: Developing integrated sector/geo strategy, including goals, growth focus, investments, and M&A pursuits. Partnering across the organization with key stakeholders (product, marketing, sales, enablement, etc.) to ensure strategies are aligned and jointly prioritized. Managing and prioritizing time across top customer opportunities, partnering with product on retail solutions for future development and industry investments. 

…all with a keen eye for driving impact in Retail specifically. 

This individual is expected to “roll up their sleeves” and, based on their extensive experience, be equally comfortable devising a multi-year strategy to penetrate the Americas retail market while also updating reports with existing opportunities and key areas of pursui