\\nThe Role

The eCommerce Digital Customer Engagement Manager will support the Digital Customer Engagement team, as a business owner for Straumann\\xe2\\x80\\x99s eShop and its orchestration into a broader digital eCommerce eco-system, providing end-to-end business ownership across initiatives and building digital capabilities within an automated omni-channel demand generation environment. This role is part of a broader team - The Digital Customer Engagement (DCE) team \\xe2\\x80\\x93 which has business ownership and accountability for all platforms handling all digital touchpoints in the areas of customer IAM, CEX, Marketing Intelligence, Intelligence Based Decisioning, eCommerce, Learning Experience Management and Marketing Automation. Strong project management and stakeholder management focus alongside experience and know-how in ideation and conceptualization of business solutions and processes in the areas of eCommerce are key attributes of the successful candidate. At Straumann, Business Application Owners in the DCE team work closely and in a co-creative way with the technology Technical Application Owners, in an application Product Management tandem approach. For the many functional dimensions of an eCommerce solution \\xe2\\x80\\x93 such as Cart, Checkout, Catalogue & PIM, Payments, Returns, Promotions, Bundling & Quoting, omni-channel integration (composable headless architecture) - the job holder will drive ideation, conceptualization and design, implementation, and operationalization of the new solutions, including supporting and driving the change and transformation management process required tasks. Working closely with the Global eCommerce Business Lead this role is essential to drive Straumann\\xe2\\x80\\x99s eCommerce capabilities to sustain an aggressive business growth plan.

Tasks

• Apply customer-centricity and design thinking to co-create outstanding multi-channel customer journeys across any customer interfacing digital touchpoints, driving a roadmap of functional innovation within area of responsibility.
• Build business concepts focused on customer centricity and business operational sustainability that are aligned and agreed across all stakeholders and a clear and precise guideline for all technology teams and partners.
• Anticipate reporting and analytical capabilities required to properly manage and develop the continuous evolution roadmaps in a customer centric, business prioritized manner and traduce these needs in effective implementation plans.
• Be an expert throughout the entire customer data value chain, ranging from registration, authentication, profile management, subscription, and consent management.
• Support technology implementation within an Agile framework, as a key member of the Product Management team composed of a Business Application Owner and a Technical Application Owner
• Drive change and transformation processes where applicable, as a key subject matter expert in the areas pertaining to Digital Customer Engagement, with emphasis on but not limited to, creating, updating, and deploying global guidelines & training material.
• Specific to the areas of eCommerce:
• New functionality and bug fix testing: support the eCommerce team during the release of new functionalities by running QA tests on both UAT and live environment. Additionally, he/she will test fixes to bugs and defects have been correctly implemented by development team.
• Configuration and platform set up: He/she will perform configuration tasks of related to products setup (product updates and enrichment), content publishing (banners, landing page, emails and campaign pages) and user management access. For development related issues, he/she will coordinate with the eCommerce technical owner and external vendors and pursue and secure a resolution path in a promptly manner.
• Coordination and communication with the countries on operational aspects: being the main go to person for key users, the eCommerce specialist will independently be responsible for offering first level support to the subsidiaries by managing the incoming requests related to eShop, PIM and marketing campaigns.
• Maintaining the backlog: support the eCommerce team by maintaining an accurate list of platform enhancement and needed new functionalities requested by the local key users.
• Plan, build and execute integrated digital projects that enable state of the art capabilities s and implement optimal user journeys, enhancing customer experience and engagement, revenue assurance.
• Enhance self-service capabilities for our customers, ensuring a highly enjoyable and adoptable experience that naturally drives customers away from offline channels, thus supporting digital transformation efforts.
• Advocate for the customer at all points, ensuring internal needs are weighed properly against customer impacts and satisfaction.
• Collaborate with business stakeholders across services and product organizations, acting as a service provider for their needs.
• Gather data, handle analytics, and make recommendations based on those results; have KPI\\xe2\\x80\\x99s defined and available to steer decision making on future capability development.
• Support briefing sessions and competitive bid processes when external support is required and manage selected vendors to streamline the planning and implementation processes of projects.
• Be active part of a global service organization.
• Always seek opportunities for improvement and suggest innovation and efficiency gains.

Profile

• University degree, preferably in the areas of digital technologies, or an equivalent combination of education and work-related experience.
• Certified project management and Agile training (Scrum / Agile / PMI\\xe2\\x80\\xa6)
• Over 5 years\\xe2\\x80\\x99 proven experience with content management systems applications preferably eCommerce/PIM solutions, including market launch and operationalization.
• Experience and knowledge of SAP Commerce is an important preferential factor.
• Previous experience with customer facing digital processes definition and integration into operational processes.
• Deep understanding of customer data architectures and its assurance within operational flows and processes
• A passion for digital technology
• Customer-centric mindset
• Excellent organizational and communication skills
• Energetic, passionate, creative, straight forward and performance driven personality
• Proactive and accountable person with distinct interpersonal skills to cultivate a network of effective working relationships in an international matrix environment.
• Team oriented attitude, experienced in leading and coaching project teams.
• Able to achieve pragmatic results in a dynamic environment.
• The ability to think like an educator, intuitively understanding what the audience needs to know and how they want to consume it.
• Used to live and work in a multicultural environment.
• High level of integrity and commitment
• Fluent in English (written and spoken), any other language is an advantage.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Employment Type: Full Time

Alternative Locations: Switzerland : Basel

Travel Percentage: 0 - 20%

Requisition ID: 11420\\n \\n \\n \\n \\n \\n

\\n\\n Straumann Group\\n \\n\\n

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