Customer Experience Manager, Digital Transformation
Customer Experience Manager, Digital Transformation
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
About Lubrizol
The Lubrizol Corporation a Berkshire Hathaway company is a specialty chemical company whose science delivers sustainable solutions to advance mobility improve wellbeing and enhance modern life. Founded in 1928 Lubrizol owns and operates more than 100 manufacturing facilities sales and technical offices around the world and has about 8000 employees. For more information visit .
We value diversity in professional backgrounds and life experiences. By enabling a consistent unbiased and transparent recruitment process Lubrizol seeks to create a positive experience for candidates so we can get to know them at their best. We recognise unique work and life situations and offer flexibility ensuring our employees feel engaged and fulfilled in every aspect of life.
Responsibilities / Accountabilities:
- Responsible for enhancing customer experience boosting operational efficiency and fostering innovation through our digital channels beginning with e-commerce.
- Tasked with the design development and implementation of scalable reliable and secure e-commerce technologies as well as automating customer service and self-service capabilities with a strong focus on improving user journeys
- Manage the complete self-service functionalities on the e-commerce platform develop necessary self-service documentation and processes utilize data analytics to assess the effectiveness of self-service tools identify significant trends in customer behavior and continuously refine the self-service experience while developing new features and roadmap to enhance operational efficiency minimize customer support inquiries and provide enhanced self-service experience to customers.
- Promote the integration of new technologies including AI machine learning and chatbots to enhance the self-service experience and consistently assess and implement innovative strategies for automating customer interactions and increasing overall efficiency.
- Generate and present reports on key performance indicators (KPIs) such as self-service usage rates customer satisfaction levels and issue resolution times while establishing a regular feedback mechanism to optimize and improve self-service solutions based on real-time performance data.
- Collaborate with Operations Teams for any clarifications needed on user stories or requirements and to understand and utilize technical designs user stories and prototypes to support application development.
- Must have managed the large and complex Digital Commerce solutions hands-on experience within Commerce implementation and deployment and customer adoption and strong exposure to upstream & downstream applications e.g. ERP PIM CRM SharePoint.
- Should be able to define the Work plan Scope Schedule Efforts Budget and lead required personnel for release per sprint targets. Should have exposure to Solution design config & customization decisions technical documentation etc.
- Should be able to handle team and take complete ownership of coordination & quality of deliverables with various stakeholders.
Technical Skills/Competencies:
- Minimum 10 years of experience as a functional expert or project manager or techno-functional expert in Digital Commerce domain CX e-Commerce or other Commercial Commerce Platform.
- Proven track record in managing self-service tools or digital customer experience platforms. Strong understanding of e-commerce platforms (e.g. Shopify Magento Salesforce Commerce Cloud SAP hybris ADOBE etc) and customer service technologies (e.g. Zendesk Freshdesk).
- Experience driving e-commerce in B2B space and chemical industry will be an added advantage
- Strong analytical skills and experience with performance tracking tools (e.g. Google Analytics Power BI). Proficiency in digital support tools (chatbots knowledge bases CRM systems).
- Exposure to OOTB modules and their functionality of SAP Commerce platform like Multichannel Architecture Data exchange/integration Online Payment Custom Development etc. Headless Commerce Composable or Spartacus Storefront with SAP Commerce Cloud Environment CCV2 and SAP ECC & S4/Hana integration.
- Excellent communication and problem-solving skills. Ability to lead cross-functional teams and manage multiple projects simultaneously. Customer-centric mindset with a focus on innovation and operational efficiency.
Education / Certification:
- Having Technical degree BE / BTech with Computer Science or any engineering degree or MCA or B.
- Must have to e-commerce certification or hands-on experience from zero to one.
Ready for your next career step Apply today and lets shape the future together!
Its an exciting time to be part of Lubrizol. Lubrizol is not staying put. We are continually learning and evolving. Our passion delivers our success not only for Lubrizol but for those who count on us every day: our employees customers and communities.
We work with a relentless commitment to operate safely and responsibly keeping safety sustainability ethics and compliance at the forefront of everything we do. The well-being of our employees customers and communities is paramount to our culture and in the way we approach our work.
As a diverse global team we work together to solve some of the worlds most pressing challenges. We impact everyday lives through science only Lubrizol can deliver and we never stop pushing to do it better.
One of the founding principles of The Lubrizol Corporation more than 90 years ago was treating every employee with dignity and respect. That same commitment is only stronger today.
More than that we are committed to providing an environment where every employee can be the best they can be no matter their ethnic origin religion sex national origin sexual orientation gender identity disability or any other characteristic.
Required Experience:
Manager
Employment Type
Full Time
