Head of Retail & Hospitality Go to Market (GTM) AMS - job 1 of 2

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.

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 pursuit. They thrive in a high-growth, fast-paced environment and can maintain a ‘north star’ perspective despite managing the urgent requests of a given day. A typical day involves brainstorming on how to go to market more effectively, attending high-value marketing events as a SME, participating in customer executive engagement opportunities, working with industry leaders and key account teams on specific customers, and regularly meeting with key partner leaders to drive mature relationships that support opportunities and future pipeline. This implies the ability to embed customer-centric industry expertise and experience in a consistent, scalable way. Key partners in this role include Industry & Field Marketing, Industry Geo Sales Leaders, Product, Key Account Teams, and other Industry GTM Leads. The ideal candidate has a blend of understanding ServiceNow’s internal rhythm and a highly experienced external perspective on what ‘best in class’ looks like to help us aspire to new heights. 

They will maintain a pulse on broader ServiceNow and Sales priorities, programs, and communications, and advise on ideal messaging, channels, and approaches with the goal of delivering the best possible solution for customers. We are looking for a high-energy, relationship-building, and empathetic partner who has a business-building mindset and is a remarkable communicator!  Emotional intelligence and the ability to collaborate to build trust is a must. 

• 12-18 years of sales & sales management experience in the Retail and Hospitality with proven success in guiding strategy, operations and day-to-day functions. 

• Strong knowledge and operator experience within Hospitality (hotels, restaurants, QSR) is required and experience within broader retail (big box, grocery, specialty etc.) is a plus 

• Knowledge of key processes within the sector; guest experience, store operations, customer service, supply chain and vendor management, retail technology and HR etc. 

• Proven pipeline management skills with a consultative sale-cycle approach. 

• Strong history of meeting targets with a vision of tangible execution for sustained YoY growth  

• Ability to utilize your network to help Sales Teams with identifying, prospecting, and strategizing sales to potential channels partners to extend offerings into all retail industry 

• Be a consultative partner, building relationships with retail institutions, to help pitch, sell, and close as a value-add to their, IT, fraud, and chargeback management solutions and strategies. 

• Serve as a strategic advisor to Product Development, Sales and Marketing to provide industry insight, enablement and feedback to produce best in class solutions across the Retail segment.  

• Exceptional written, presentation and delivery (verbal) communication skills – strategic, top down, concise 

• Ability to develop trusted advisor relationships with customers and sales organizations; demonstrated ability to advise and influence senior leaders, multiple teams / departments on strategy, messaging and customer engagement. 

• Experience producing thought leadership content and communications for an international audience. 

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

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

• Business application software product marketing, sales or delivery experience is preferred over infrastructure experience 

• Superior organizational skills with ability to effectively prioritize. 

• Ability to travel 25-50% of the time. 

• Bachelor’s and/or master’s degree in business, marketing, technology or related fields 

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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

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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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