Director Digital Customer Experience

vor 1 Woche

Schaffhausen, Schaffhausen, Schweiz TE Connectivity Vollzeit

As a key member of the Global Automotive Marketing team, the Director, Digital Customer Experience leader is responsible for designing the roadmap and leading the execution of the plan to deliver a best in class Digital Customer experience for customers in our $6B global Automotive business.

This position will report to the Vice President of Global Marketing for Automotive.

This individual must be skilled at being effective in highly global cross-functional and matrixed organizations.

They will work closely with the Automotive regions and commercial teams (marketing, sales, customer care, product management) to align business needs to the digital roadmap, drive better adoption of existing capabilities, and integrate innovative ideas with a test and learn mentality.

They must also collaborate closely with the corporate COEs (digital, data, CX) and IT teams to drive execution of the programs.


Responsibilities:

  • Develop a digital roadmap by working with cross functional stakeholders and business leaders to define high level business goals and specific prioritized objectives for the digital program to support. This includes a comprehensive multiyear plan of key digital initiatives with business cases and detailing people, process, data, and tech dependencies.
  • Expand existing ecommerce capabilities and introduce new personalized, account based experiences, including online PO placement, quote management, order management etc.
  • Build out a team who will manage the digital roadmap with a digital product ownership approach to deliver a superior customer experience, increase revenue and improve marketing ROI. The team will be supported by a comprehensive digital product management practice at the corporate level with internal technical/engineering partners for execution
  • Serve as the digital program manager for the digital roadmap. This includes managing a crossfunctional digital council, providing a regular monthly update on progress of the digital program, and defining key performance indicators for the overall digital program, as well as specific initiatives and/or projects, and coaching initiative leaders to bring a similar structured approach.
  • Driving adoption of existing and new initiatives amongst crossfunctional stakeholders
  • Drive innovation, but building a framework to test new ideas which can be scaled, including consideration of new and creative collaborations among technologies and platforms
  • Monitor, evaluate and integrate digital programs by providing analytics and datadriven insights on marketing effectiveness that allow the marketing team to continuously assess and refine digital programs.
  • Guide the development of sales enablement tools, including adoption of existing CRM and other platforms
  • Influence the longerterm digital ecosystem and supporting Martech stack to improve Marketing effectiveness and efficiency.

Qualifications:

Skills & Experience

  • Bachelor's degree, with 10+ years' experience in multiple aspects of B2B digital CX or digital marketing.
  • Previous global experience with demonstrated success in large, matrixed organizations
  • B2B ecommerce experience with industrial manufacturing products experience strongly preferred, including experience in building, and running digital product teams
  • Proficient in Microsoft Office and Adobe marketing and digital analytics tools, including experience with content publishing, CRM, and sales and marketing automation systems
  • Experience improving digital processes in a structured approach while also fostering innovation, including experience driving adoption of existing technologies
  • Experience developing a team, with demonstrated ability to maximize value from adjacent organizations
  • Business acumen and understanding of Go-ToMarket strategies
  • Strong reporting and analytics skills with ability to synthesize complex data points into simple, businessfocused recommendations.

Personal Competencies

  • Dynamic and high energy team player who can energize and motivate global, disperse teams
  • Big picture thinker, with experience communicating with and presenting to executive level audiences
  • Strong business acumen; sound businesssense and judgment.
  • Demonstrated leadership competencies such as teamwork, creative problem solving, flexibility and willingness to challenge the status quo.
  • Excellent interpersonal, organizational, leadership and project management skills.
  • Ability to work independently; able to multitask and perform under pressure and willingness to rollup sleeves and do the work required for flawless execution.
  • Flexibility to develop strong relationships with multiple departments in a large, matrixed organization.

Competencies:

  • SET : Strategy, Execution, Talent (for managers)
  • Values: Integrity, Accountability, Teamwork, Innovation
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