Digital Program Transformation Senior Manager | Volkswagen Group Middle East | Dubai, UAE

Stryker Corporation; Dubai; On-site; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Digital Program Transformation Senior Manager to spearhead digital transformation initiatives in the automotive sector. This role involves leading projects that enhance digital platforms, collaborating with stakeholders, and ensuring compliance with industry standards. The successful candidate will leverage their expertise in Salesforce and digital project management to drive innovation and improve customer experiences. Join a forward-thinking team that values continuous improvement and is committed to delivering best-in-class solutions in a dynamic environment.

Qualifications

• 5 to 8 years of digital experience in the automotive industry.
• Proven experience as a digital project manager with hands-on experience.

Responsibilities

• Implement and manage digital transformation projects for VWGME.
• Analyze the current digital landscape and identify areas for automation.

Skills

Digital Project Management

Salesforce CRM

Agile Scrum Methodologies

Market Research

Data Security

Education

Bachelor's Degree in Information Systems/Technology

Tools

Salesforce Sales Cloud

Salesforce Service Cloud

Salesforce Marketing Cloud

MS Project

Job description

We are currently hiring for a Digital Program Transformation Senior Manager role within Volkswagen Group Middle East in our Dubai Office. In this role, you will implement and manage digital transformation projects for VWGME, lead continuous enhancement and optimization of all digital platforms for the Group, Brand, Partners, and Customers, conduct market research to facilitate best-in-class solutions, and maintain industry standards.

MAIN RESPONSIBILITY

1. Serve as the Digital Retail Experience contact for VX teams in the region.
2. Introduce new concepts and build a regional digital portfolio of customer-facing services aligned with brand customer journeys.
3. Develop collaborative relationships with leadership stakeholders within VWGME, dealer partners, and brands to align on and deliver the business information and analytics strategy.
4. Work with decision-makers across departments to identify, recommend, develop, and implement digital and automated systems supporting effective workflows.
5. Analyze the current digital landscape of VWGME and identify areas for automation.
6. Coordinate with IT teams to ensure legal compliance, data security, and data recovery measures are in place.
7. Provide documented recommendations on strategy, costing, and detailed project plans for each initiative.

Additional Responsibilities

1. Manage the implementation of tools and techniques to monitor the performance of automated systems and services.
2. Identify problematic areas and implement strategic solutions promptly.
3. Gather ongoing feedback from departments and conduct periodic digital transformation audits and reports.
4. Secure agreement and sign-off from all stakeholders, including dealerships and product partners, for project initiation and go-live.
5. Collaborate with dealerships on onboarding and change management plans, e.g., Salesforce.
6. Ensure transparency and visibility of operations quality and budgets to the Steering Committee.

Leadership and Collaboration

1. Drive change, challenge the status quo, and promote continuous improvement. Provide feedback to leadership and team members.
2. Coach and mentor CEX teams, dealer customer staff, and internal brand teams on digital platform usage and capabilities.
3. Act as the strategic contact for Audi VX and VW VX Digital Initiatives alongside Brand experience teams.

Technical and Platform Responsibilities

1. Manage Salesforce CRM tools: Sales Cloud, Service Cloud, Marketing Cloud, Aftersales Portal, and Partner Community.
2. Support brand marketing teams with Salesforce Marketing Cloud automation journeys.
3. Oversee predictive after-sales management.
4. Manage online digital products, including standalone platforms and website integrations, e.g., online merchandise shop and aftersales services.
5. Collaborate with Data Managers on analytics and reporting, both internal and external.
6. Own the digital products and technical aspects of the brand customer experience journey and touchpoints.
7. Manage digital retail products for dealerships, ensuring alignment with HQ guidelines.
8. Oversee operations of CEM management and CIC call center, working with the Group Customer Experience Manager to streamline processes and improve performance metrics.

KEY COMPETENCIES & QUALIFICATIONS

To succeed in this role, you should possess:

• Bachelor's Degree in Information Systems/Technology or equivalent.
• 5 to 8 years of digital experience in the automotive industry.
• Proven experience as a digital project manager.
• Hands-on experience with project management tools like MS Project.
• Strong knowledge of Salesforce and CRM/CLMS platforms (sales, service, commerce, marketing).
• Experience managing technology vendors.
• Automotive industry experience (preferred).
• Up-to-date knowledge of emerging CRM/CLMS technologies and integration platforms.
• Strong digital project management skills, familiar with PMI or Agile Scrum methodologies.
• Knowledge of CRM applications, especially Salesforce.