Digital Customer Experience Manager, Digital Transformation

2 days ago

Pune, Maharashtra, India Lubrizol Full time

Responsibilities / Accountabilities:  

  • Develop and execute comprehensive B2B digital commerce strategies aligned with the company's overall business objectives, and represent various segments, channels, and regions
  • Responsible for design, development, and implementation of scalable, reliable, and secure digital customer experience life cycle with initial focus on e-commerce capabilities on commerce platform
  • Manage complete functionalities on the digital commerce platform, develop necessary processes, refining buying and self-service experience
  • Developing new features and roadmaps to enhance customer experience, minimizing customer support inquiries and providing enhanced experience to external and internal customers, while adopting new technologies, including automation, digital orchestration, AI, machine learning, and chatbots
  • Create and comprehend technical designs, user stories, and prototypes to aid in application development, as well as key performance indicators (KPIs) such as commerce usage rates and issue resolution times. Establish a reliable feedback mechanism to improve and fine-tune options based on real-time performance data
  • Lead cross-functional teams in planning, executing, and monitoring digital customer initiatives, ensuring they are completed on time and within budget and define Work plan, Scope, Schedule, Efforts, Budget
  • Collaborate closely with cross-functional team to ensure cohesive execution across all channels, while taking 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 or CX e-Commerce or or e-commerce platform
  • Experience in driving digital commerce in B2B space or any manufacturing or technology industry or pure-play platform companies (MNC or Startup)
  • Must have managed the large and complex Digital Commerce solutions, and a strong understanding of platforms (e.g., Shopify, Magento, Salesforce Commerce Cloud, SAP hybris, ADOBE etc) and customer service technologies (e.g., Zendesk, Freshdesk).
  • 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.
  • Strong analytical skills and experience with performance tracking tools (e.g., Google Analytics, Power BI). Proficiency in digital support tools (automation, chatbots, knowledge bases, CRM systems).
  • Excellent communication and problem-solving skills, 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
  • Must have to e-commerce certification or hands-on experience from zero to one.

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