CUSTOMER EXPERIENCE (CX) MANAGER

AGC Glass Europe; Sagunto; On-site; EUR 60,000 - 90,000; Full time

Job summary

AGC Glass Europe is seeking a Customer Experience (CX) Manager within the IT division to bridge business strategy and technical execution. You will lead a cross-functional team across Web Presence & e-Sales, CRM (Dynamics 365), SharePoint & Power Platform, and EDI, delivering aligned digital initiatives.

You will govern projects from planning through delivery, ensuring on-time delivery and budget adherence, engaging stakeholders, and promoting CX capabilities across the organization.

Qualifications

• Master’s degree in Economics and/or ICT.
• Minimum 5 years’ experience in complex digital, web, CRM, ERP projects in an international corporate environment.
• Experience with Web technologies, CRM systems (Dynamics 365), Low-Code platforms and EDI standards.
• Strong communication and project management skills, and the ability to lead a diverse team.

Responsibilities

• Lead a multidisciplinary team across Web Presence, CRM, SharePoint/Power Platform and EDI.
• Govern digital projects from planning to delivery, on time and within budget.
• Coordinate business and technical teams, translate requirements into technical plans.
• Engage stakeholders, manage expectations and support new digital initiatives.
• Promote CX capabilities and identify business-value opportunities.
• Oversee CX Delivery Center budgets and manage partner relationships.

Skills

Team leadership

Stakeholder management

Project management

CRM systems

Communication

Education

Master's degree in Economics and/or ICT

Tools

Microsoft Dynamics 365

SharePoint

Power Platform

Nintex

EDI standards

Job description

At AGC, you change the world with innovative materials, technology and solutions. Working closely in an inclusive and international team, your ideas and expertise take on new value. And following the highest performance and ethical standards, the challenges you overcome will improve daily life for millions of people.

This position will be based in one of our main AGC European location (Louvain-la-Neuve-Belgium, Sagunto-Spain, Teplice -Czech Republic, ,..) In every place, the atmosphere reflects our values of inclusion and diversity: we value the uniqueness of individuals and the different perspectives and talents they bring to AGC. Our teams have a great exposure to different aspects of glass business and new technologies. They are driven by collaboration, motivation, curiosity and respect for autonomy. This makes daily work enjoyable and life easier.

Come and join us!

The AGC Information Technology Division aims to support AGC’s Architectural and Automotive businesses in Europe by optimizing expertise, resources, and knowledge across key IT domains, such as Customer Experience (CX), to deliver cutting-edge solutions precisely tailored to our clients’ unique needs.

Within our IT department, the Customer Experience (CX) Manager plays a key role in bridging the gap between business strategy and technical execution, acting with a strong impact on the digital initiatives that drive the organization's digital strategy and elevate the customer experience. You are responsible for leading a multi-disciplinary team of domain experts across four core pillars: Web Presence & e-Sales, CRM (Microsoft Dynamics 365), SharePoint & Low-Code Power Platform (Nintex, Power Apps, Power Automate), and EDI.

• You lead and develop a multidisciplinary team and manage resource allocation. You foster collaboration, knowledge-sharing, team alignment and a positive culture.
• You lead and govern digital projects from planning through delivery, ensuring they are completed on time, within budget, and to a high standard.

This includes:

• Managing project scope, milestones, resources, risks, quality, and delivery tracking.
• Coordinating between business and technical teams and translating business needs into technical plans.
• Engaging stakeholders, managing expectations, and securing support for new digital initiatives.
• Promoting CX capabilities and identifying opportunities that create business value.
• You manage the CX Delivery Center’s projects and maintenance budgets by leading annual OPEX and CAPEX planning, forecasting, and consolidation.
• You manage relationships with web agencies, SaaS providers, and outsourced service partners. Oversee the partner portfolio, coordinate contract reviews with Purchasing, Legal, and Security teams, and ensure reliable delivery, quality, and ongoing communication.
• You report to the Head of the Strategy, Governance & Customer Experience Delivery Center.

Are you the perfect match ?

• Master’s Degree in Economics and/or ICT.
• Minimum 5 years’ experience in complex digital, web, CRM, ERP projects within an integrated landscape and in an international corporate environment. Experience within AGC is a major asset.
• Functional understanding of Web technologies (Digital marketing, CMS, APIs, UX, SEO, GDPR), CRM systems (Microsoft Dynamics 365), Collaboration/Low-Code platforms (SharePoint, Power Platform, Nintex), and B2B Integration (EDI standards like Edifact, VDA, X12)
• Strong communication skills, with the ability to manage and motivate the team while monitoring the final objectives and being a team player with his peers.
• Excellent relationship-building skills, with the ability to simplify complex technical concepts for business stakeholders and collaborate effectively with internal teams, including other IT teams, Purchasing, Legal, Security, and senior executives.
• Excellent project management skills.
• Strong analytical mind, initiative and customer focus, as well as the capacity to solve problems fast and efficiently.