Digital Customer Experience Leader - Saint-Gobain
WAYNE, NJ
About the Job
If you want to discover your greatest potential, Saint-Gobain provides one-of-a-kind opportunities for innovative problem solvers.
We're one of only two companies in the world that is consistently recognized as both a top Global Employer and a Top 100 Global Innovator, but Saint-Gobain's remarkable story and culture of innovation begins with a team of nearly 200,000 creative, diverse and passionate team members collaborating across the globe. We are committed to our mission to improve lives because, every day, we witness the enormous impact of our efforts on the world around us.
OmniSeal solutions Sales and Marketing team is built around 6 teams focusing on business development for each of their respective market. (Aviation, Space, Energy, Life Sciences, Electronics, Industrial).- The Value Development Team (VDT) is a transversal marketing team, supporting all markets activities. This team is currently made of 2 teams (Product management and Capture support) and we are creating a 3rd new team (Digital customer experience team).
The Digital Customer Experience Manager will create this 3rd new team. The first step will be to conduct a gap analysis of our customer onboarding process, then establishing a clear roadmap for implementing solutions that will eliminate those gaps through a more extensive use of digital tools already existing in our business or selected outside tools that will need then to be introduced and implemented. .
Execution of roadmap will require strong leadership and a capacity at leading teams by influence to achieve results to close projects.
The scope of the role will be global – requiring projects and processes to be used in all geographical areas - and after a first period focusing on NA and Europe the Leader will work with our teams in Asia, which could mean long international trips.
Specific responsibilities include, but are not limited to:
+ Monitoring and analysis of customer satisfaction -– Develop real tools generating reliable measurement of customer satisfaction to identify potential gaps. Work closely with corporate teams who can offer support and assistance in selection of adequate tool. -Develop a plan and execute implementation and ongoing monitoring of the tools. Formulate insight through analysis of performance trends and customer feedback.
+ Support and coordination of E-commerce project -– Work with Clusters who have E-commerce projects to accelerate on implementation and development of activities. -Develop a more ambitious E-commerce strategy, to be implemented within 2 to 3 years
+ Define and execute digital roadmap validated by Capture organization management Utilize results and analysis of customer satisfaction measurement to develop our digital roadmap for better customer experience.
+ Work internally across functions to develop content for the digital roadmap. Influence key stakeholders to support the roadmap needs. Define the work plan, milestones and deliverables required and participate in follow up execution.
+ Develop and maintain customer satisfaction measurement through time: The tools and KPI’s put in place will be maintain and used through time to have a good understanding of customers behaviors and motivations on an ongoing basis. -Develop recommendations for ongoing improvements.
+ Bachelor’s degree - Marketing, business management - Required.- Masters Degree Digital marketing is Preferred.
+ 8+ years’ experience in Business development and commercial management - -Required
+ 3+ years’ experience in Digital marketing is required
+ 3+ years’ experience Global experience in a commercial or operations capacity - -Preferred
+ CRM system (Sales force preferably).
+ Google analytics - Required
+ Excellent interpersonal skills and able to build strong level of commitment and direction internally and externally.
+ Well developed organizational influence skills with the ability to work with people at all levels within the organization. -Achieves results through cooperation.
+ Strategic mindset – able to see the big picture and direct activity towards it.
+ International experience and multi-lingual fluency is desirable. -Promotes inter-culture cooperation.--
+ Able to manage, mentor and inspire people reporting to them and create a supportive work environment leading to professional growth.
+ Is aware of, and develops methods, to stay current with market trends, digital tools and solutions. -Adjusts strategy accordingly.
+ Demonstrated project management skills with the ability to meet deadlines and report progress and challenges to leadership.
+ Able to analyze data, draw conclusions and present options from findings.-
Certain states require pay information be provided in job postings. Saint-Gobain aims to deliver a comprehensive Total Rewards package to support our employees’ wellbeing and help improve daily life for themselves and their families. We believe in the importance of pay transparency in what we offer prospective candidates and provide the national pay range for this position which is $99,900.00 to $154,800.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.
In addition to base salary, this position is eligible for an annual bonus. The targeted bonus amount is 13% of base salary based on company and individual performance measures. The Total Target Cash range (base pay and annual bonus) for this position, is $112,800.00 to $174,900.00. Bonus payments are part of variable compensation and by nature can vary based on company and individual performance and is not a guarantee.
Employees have the flexibility to choose the benefits that best fit their individual needs.
+ Health and Wellbeing – Supporting your wellbeing, to thrive in life and work.
+ Medical, Prescription Drug, Vision, and Dental Insurance
+ Healthcare Saving Account and Flexible Spending Account options
+ LiveWell Wellness Program
+ Employee Assistance Program (EAP)
+ Paid Time Off and Paid Parental Leave
Retirement and Protection - Helping to make the future life you want a reality.
+ 401(k) with Company Match, Retirement Accumulation Plan (RAP), Cash Balance Pension Plan
+ Company-provided Life Insurance, AD&D, Short-Term Disability
+ Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness and Accident Insurance
Additional Benefits – Helping shape the experience and impact you want
+ Commuter Benefits
+ Group Legal
+ Identity Theft Protection
+ Auto and Home Insurance
+ Pet Insurance and Discounts
+ Back-up Child & Elder Care
+ PerkSpot Employee Discount Program
Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.
Saint-Gobain’s innovations touch almost every major industry around the world, moving us forward, making meaningful connections, and inspiring us to go beyond the impossible. Within Mobility, our teams design and engineer critical, high-performance materials and proven solutions – most in challenging conditions and core systems that play an important part of our daily lives – as we drive to work or with family, fly on an airplane to explore the world, process samples for medical research, build a better rocket to go as far as we can in outer space; and dive deep under the sea to power our world. We are driven to collaborate with our customers and communities to improve and engineer the world of tomorrow!
Our team members recognize that we all create the environment for people to succeed, with a culture built on respect, open and honest communication, and honoring our commitments to our customers and each other. And at the heart of our culture, we’ve learned working together makes good ideas, great ones.
With a legacy dating back more than 350 years, Saint-Gobain offers employees the stability and security of a leading Global 500 corporation while operating like multiple small and agile start-ups, where entrepreneurial spirit, pioneering teamwork, and bold, forward-thinking ideas pave new paths.
Every team member is encouraged to develop and leverage their unique expertise and strengths to make the greatest impact on the company and our end users. At Saint-Gobain, you’re empowered and equipped with countless opportunities and resources for professional development. You will find the support you need to create a vision and roadmap for your career, and make that vision a reality.
Join Us at Saint-Gobain Mobility.- Together, we’ll achieve the impossible!----
- Click here to Explore more opportunities within Saint-Gobain Mobility. (https://careers.saint-gobain-northamerica.com/career-search/?pg=1&search=Mobility)
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We're one of only two companies in the world that is consistently recognized as both a top Global Employer and a Top 100 Global Innovator, but Saint-Gobain's remarkable story and culture of innovation begins with a team of nearly 200,000 creative, diverse and passionate team members collaborating across the globe. We are committed to our mission to improve lives because, every day, we witness the enormous impact of our efforts on the world around us.
OmniSeal solutions Sales and Marketing team is built around 6 teams focusing on business development for each of their respective market. (Aviation, Space, Energy, Life Sciences, Electronics, Industrial).- The Value Development Team (VDT) is a transversal marketing team, supporting all markets activities. This team is currently made of 2 teams (Product management and Capture support) and we are creating a 3rd new team (Digital customer experience team).
The Digital Customer Experience Manager will create this 3rd new team. The first step will be to conduct a gap analysis of our customer onboarding process, then establishing a clear roadmap for implementing solutions that will eliminate those gaps through a more extensive use of digital tools already existing in our business or selected outside tools that will need then to be introduced and implemented. .
Execution of roadmap will require strong leadership and a capacity at leading teams by influence to achieve results to close projects.
The scope of the role will be global – requiring projects and processes to be used in all geographical areas - and after a first period focusing on NA and Europe the Leader will work with our teams in Asia, which could mean long international trips.
Specific responsibilities include, but are not limited to:
+ Monitoring and analysis of customer satisfaction -– Develop real tools generating reliable measurement of customer satisfaction to identify potential gaps. Work closely with corporate teams who can offer support and assistance in selection of adequate tool. -Develop a plan and execute implementation and ongoing monitoring of the tools. Formulate insight through analysis of performance trends and customer feedback.
+ Support and coordination of E-commerce project -– Work with Clusters who have E-commerce projects to accelerate on implementation and development of activities. -Develop a more ambitious E-commerce strategy, to be implemented within 2 to 3 years
+ Define and execute digital roadmap validated by Capture organization management Utilize results and analysis of customer satisfaction measurement to develop our digital roadmap for better customer experience.
+ Work internally across functions to develop content for the digital roadmap. Influence key stakeholders to support the roadmap needs. Define the work plan, milestones and deliverables required and participate in follow up execution.
+ Develop and maintain customer satisfaction measurement through time: The tools and KPI’s put in place will be maintain and used through time to have a good understanding of customers behaviors and motivations on an ongoing basis. -Develop recommendations for ongoing improvements.
+ Bachelor’s degree - Marketing, business management - Required.- Masters Degree Digital marketing is Preferred.
+ 8+ years’ experience in Business development and commercial management - -Required
+ 3+ years’ experience in Digital marketing is required
+ 3+ years’ experience Global experience in a commercial or operations capacity - -Preferred
+ CRM system (Sales force preferably).
+ Google analytics - Required
+ Excellent interpersonal skills and able to build strong level of commitment and direction internally and externally.
+ Well developed organizational influence skills with the ability to work with people at all levels within the organization. -Achieves results through cooperation.
+ Strategic mindset – able to see the big picture and direct activity towards it.
+ International experience and multi-lingual fluency is desirable. -Promotes inter-culture cooperation.--
+ Able to manage, mentor and inspire people reporting to them and create a supportive work environment leading to professional growth.
+ Is aware of, and develops methods, to stay current with market trends, digital tools and solutions. -Adjusts strategy accordingly.
+ Demonstrated project management skills with the ability to meet deadlines and report progress and challenges to leadership.
+ Able to analyze data, draw conclusions and present options from findings.-
Certain states require pay information be provided in job postings. Saint-Gobain aims to deliver a comprehensive Total Rewards package to support our employees’ wellbeing and help improve daily life for themselves and their families. We believe in the importance of pay transparency in what we offer prospective candidates and provide the national pay range for this position which is $99,900.00 to $154,800.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.
In addition to base salary, this position is eligible for an annual bonus. The targeted bonus amount is 13% of base salary based on company and individual performance measures. The Total Target Cash range (base pay and annual bonus) for this position, is $112,800.00 to $174,900.00. Bonus payments are part of variable compensation and by nature can vary based on company and individual performance and is not a guarantee.
Employees have the flexibility to choose the benefits that best fit their individual needs.
+ Health and Wellbeing – Supporting your wellbeing, to thrive in life and work.
+ Medical, Prescription Drug, Vision, and Dental Insurance
+ Healthcare Saving Account and Flexible Spending Account options
+ LiveWell Wellness Program
+ Employee Assistance Program (EAP)
+ Paid Time Off and Paid Parental Leave
Retirement and Protection - Helping to make the future life you want a reality.
+ 401(k) with Company Match, Retirement Accumulation Plan (RAP), Cash Balance Pension Plan
+ Company-provided Life Insurance, AD&D, Short-Term Disability
+ Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness and Accident Insurance
Additional Benefits – Helping shape the experience and impact you want
+ Commuter Benefits
+ Group Legal
+ Identity Theft Protection
+ Auto and Home Insurance
+ Pet Insurance and Discounts
+ Back-up Child & Elder Care
+ PerkSpot Employee Discount Program
Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.
Saint-Gobain’s innovations touch almost every major industry around the world, moving us forward, making meaningful connections, and inspiring us to go beyond the impossible. Within Mobility, our teams design and engineer critical, high-performance materials and proven solutions – most in challenging conditions and core systems that play an important part of our daily lives – as we drive to work or with family, fly on an airplane to explore the world, process samples for medical research, build a better rocket to go as far as we can in outer space; and dive deep under the sea to power our world. We are driven to collaborate with our customers and communities to improve and engineer the world of tomorrow!
Our team members recognize that we all create the environment for people to succeed, with a culture built on respect, open and honest communication, and honoring our commitments to our customers and each other. And at the heart of our culture, we’ve learned working together makes good ideas, great ones.
With a legacy dating back more than 350 years, Saint-Gobain offers employees the stability and security of a leading Global 500 corporation while operating like multiple small and agile start-ups, where entrepreneurial spirit, pioneering teamwork, and bold, forward-thinking ideas pave new paths.
Every team member is encouraged to develop and leverage their unique expertise and strengths to make the greatest impact on the company and our end users. At Saint-Gobain, you’re empowered and equipped with countless opportunities and resources for professional development. You will find the support you need to create a vision and roadmap for your career, and make that vision a reality.
Join Us at Saint-Gobain Mobility.- Together, we’ll achieve the impossible!----
- Click here to Explore more opportunities within Saint-Gobain Mobility. (https://careers.saint-gobain-northamerica.com/career-search/?pg=1&search=Mobility)
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Source : Saint-Gobain