Digital Customer Experience Manager, Digital Transformation

Lubrizol Corporation; Pune City; On-site; INR 30,00,000 - 45,00,000; Full time

Job summary

A leading company in specialty chemicals is seeking a Digital Customer Experience Manager to drive innovative B2B digital commerce strategies. The role focuses on managing digital platforms, enhancing customer experiences, and leading cross-functional teams. Candidates should have over 10 years of experience in the e-commerce domain and strong technical backgrounds.

Qualifications

• Minimum 10+ years of experience in Digital Commerce or e-Commerce.
• Must have managed complex Digital Commerce solutions.
• Strong understanding of customer service technologies.

Responsibilities

• Develop and execute B2B digital commerce strategies.
• Manage digital customer experience life cycle with focus on e-commerce.
• Lead cross-functional teams on digital customer initiatives.

Skills

Digital Commerce Strategies

Customer Experience Management

E-commerce Capabilities

Project Management

Analytical Skills

Communication

Problem-Solving

Education

BE/BTech in Computer Science

MCA

E-commerce Certification

Tools

Google Analytics

Power BI

Zendesk

Freshdesk

Job description

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Digital Customer Experience Manager, Digital Transformation

Location: Pune, MH, IN, 411001

About Lubrizol
The Lubrizol Corporation, a Berkshire Hathaway company, is a specialty chemical company whose science delivers sustainable solutions to advance mobility, improve wellbeing and enhance modern life. Founded in 1928, Lubrizol owns and operates more than 100 manufacturing facilities, sales, and technical offices around the world and has about 8,000 employees. For more information, visit www.Lubrizol.com .

We value diversity in professional backgrounds and life experiences. By enabling a consistent, unbiased, and transparent recruitment process, Lubrizol seeks to create a positive experience for candidates so we can get to know them at their best. We recognise unique work and life situations and offer flexibility, ensuring our employees feel engaged and fulfilled in every aspect of life.

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.
• 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.

Ready for your next career step? Apply today and let's shape the future together!

It’s an exciting time to be part of Lubrizol. Lubrizol is not staying put. We are continually learning and evolving. Our passion delivers our success — not only for Lubrizol but for those who count on us every day: our employees, customers and communities.

We work with a relentless commitment to operate safely and responsibly, keeping safety, sustainability, ethics, and compliance at the forefront of everything we do. The well-being of our employees, customers and communities is paramount to our culture and in the way we approach our work.

As a diverse, global team, we work together to solve some of the world’s most pressing challenges. We impact everyday lives through science only Lubrizol can deliver, and we never stop pushing to do it better.

One of the founding principles of The Lubrizol Corporation more than 90 years ago was treating every employee with dignity and respect. That same commitment is only stronger today.

More than that, we are committed to providing an environment where every employee can be the best they can be, no matter their ethnic origin, religion, sex, national origin, sexual orientation, gender identity, disability or any other characteristic.

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