Digital Customer Experience Manager, Digital Transformation Job Details Lubrizol Corporation- P[...]

Lubrizol Corporation; Pune District; On-site; INR 18,00,000 - 24,00,000; Full time

Job summary

A global specialty chemical company located in Maharashtra is seeking a Digital Customer Experience Manager. This role involves developing B2B digital commerce strategies, managing the customer experience lifecycle on digital platforms, and leading cross-functional teams to enhance customer satisfaction. The ideal candidate should have over 10 years of experience in digital commerce, particularly in B2B settings. Strong project management and analytical skills are essential, along with a technical degree and e-commerce certification.

Qualifications

• Minimum 10 years of experience in Digital Commerce or CX e-Commerce.
• Experience in B2B digital commerce in manufacturing or technology.
• Strong understanding of digital commerce platforms.

Responsibilities

• Develop and execute B2B digital commerce strategies.
• Manage the digital customer experience life cycle.
• Lead cross-functional teams for digital initiatives.

Skills

Digital Commerce management

B2B digital commerce strategies

Technical design and user stories

Project management

Analytical skills

Communication skills

Education

Technical degree BE/BTech or MCA

E-commerce certification

Tools

Shopify

Magento

Salesforce Commerce Cloud

SAP hybris

Google Analytics

Power BI

Job description

Digital Customer Experience Manager, Digital Transformation

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.

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.

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.
• Lead cross-functional teams in planning, executing, and monitoring digital customer initiatives, ensuring they are completed on time and within 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 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.
• Strong analytical skills and experience with performance tracking tools (e.g., Google Analytics, Power BI).
• 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 e-commerce certification or hands-on experience from zero to one.

Lubrizol is 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.

We are an equal opportunities employer and welcome applications from all qualified candidates.