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Head of Customer Interaction Program

Standort: Bayern, Germany Gehalt: £130000 - £140001 per annum
Bereich: IT Service Provider Bereich: Festanstellung
Reference #: PR/053408_1533142938
  • Reporting VP Level
  • Full delivery responsibility for the design and roll-out of the client's omni-channel B2B / B2B2C customer interaction strategy
  • Steering design & roll-out of required IT capabilities in areas of eCommerce, web, extranet / community, analytics, personalisation, content mgmt, self-service
  • Managing the associated demand process, budgeting & program team staffing
  • Steering the program team resources towards the agreed program goals
  • Executing effective communications and engagement with business stakeholders at all levels
  • Creating alignment of Customer Interaction Program with other important programs (within and outside of IT - e.g., CRM)
  • Steering company and consulting partner resources as one team (people management)
  • Definition and implementation of program and project management standards as part of the program

Competencies

  • Strong consulting background in a renowned global consultancy or similar in-house position within large scale global organization
  • Deep business background and process understanding, strong commercial and service process background
  • Comprehensive experience in managing global program roll-outs in a distributed business environment
  • Exceptional skills in business requirements collection, evaluation and translation to IT capabilities
  • Know-how in the Salesforce ecosystem - preferably experience with leading customer front-end solutions (Google, Adobe, Salesforce, Mulesoft, SAP, Microsoft)
  • Solid experience in customer journey concepts, CRM, web & eCommerce, app, social media understanding
  • High proficiency in stakeholder management, change management, project management, as well as IT industrialization
  • Good understanding of agile development methods and enterprise architecture concepts
  • Excellent communications skills - ability to build engagement across time-zones and cultures and establish working relationships with senior stakeholders
  • Proven line management experience
  • Willingness to travel
  • Fluency in English
  • Manufacturing industry experience & fluent German are a plus