Customer Portal Experience Manager

Troyohiochamber; New Bremen (OH); On-site; Full time

Benefits offered by this job

Health/Dental/Vision/Prescription Drug Plan

Flexible Benefits Plan

401K Retirement Savings Plan

Life and Disability Benefits

Paid Parental Leave

Paid Holidays

Paid Vacation

Tuition Reimbursement

Job summary

A leading fork lift manufacturer is seeking a Customer Portal Manager to drive the evolution of their customer portal. This role focuses on enhancing customer engagement through effective management of customer experiences, web technologies, and cross-functional collaboration. Candidates should have a strong background in customer experience, digital UX design, and leadership in digital product environments. The position requires expertise in roadmap development and an ability to optimize digital experiences. Full-time, on-site role located in New Bremen, Ohio.

Qualifications

• Minimum 5 years of experience in customer experience and digital UX.
• Proven experience in developing self-service and revenue‑generating digital experiences.
• Experience in overseeing performance of a customer portal.

Responsibilities

• Oversee and manage the My Crown customer portal.
• Define and deliver portal functionality to support customer engagement.
• Lead the planning of portal improvement initiatives.

Skills

Customer experience understanding

UX expertise

Web technologies knowledge

Cross-functional leadership

Analytical skills

Strong communication skills

Education

Bachelor’s degree in Marketing, Communications, or Digital UX Design

12+ years of related experience (if no degree)

Tools

Adobe Experience Manager

Job description

Crown Equipment Corporation is a leading innovator in world‑class forklift and material handling equipment and technology. As one of the world’s largest lift truck manufacturers, we are committed to providing the customer with the safest, most efficient and ergonomic lift truck possible to lower their total cost of ownership.

Job Posting External

Crown is seeking a Customer Portal Manager to lead the continued evolution of its My Crown customer portal, combining strategic ownership with hands‑on leadership. This role requires a self‑directed leader with expertise in the areas of customer experience, UX, and web technologies, who can create alignment across cross‑functional teams. The Customer Portal Manager will focus on implementing the portal roadmap to deliver exceptional digital experiences that enhance customer engagement and create business value.

Primary Responsibilities

• Oversee and manage the My Crown customer portal, including roadmap development, strategic alignment, governance, and ongoing optimization.
• Define and deliver portal functionality that supports customer engagement, self‑service, and revenue‑generating opportunities.
• Ensure portal processes and operational alignment meet customer needs and deliver measurable business value.
• Lead the development of personalized, intuitive user experiences, informed by customer preference and UX best practices.
• Partner cross‑functionally with Marketing, Sales, IT, business stakeholders, and external vendors to define requirements and deliver customer‑facing solutions through the portal.
• Oversee day‑to‑day portal performance to ensure reliability, usability, and alignment with customer and business expectations.
• Leverage voice‑of‑the‑customer insights, analytics, and business data to continuously improve the customer experience.
• Lead planning and working sessions to identify, prioritize, and execute portal and experience improvement initiatives.
• Research and evaluate emerging trends, best practices, and technologies to evolve portal capabilities and inform future roadmap decisions.

Minimum Qualifications

• Bachelor’s degree in Marketing, Communications, Digital UX Design, along with at least 5 years of experience.
  • Non‑degree considered if 12+ years of related experience along with a high school diploma or GED

Preferred Qualifications

• Strong understanding of customer portal and digital product experiences, including how content, UX, and technology work together.
• Experience developing and managing self‑service and revenue‑generating digital experiences, ideally in a B2B or complex customer environment.
• Proven ability to lead cross‑functional initiatives across Marketing, IT, Analytics, vendors, and business stakeholders.
• Experience defining, tracking, and optimizing KPIs using voice‑of‑customer insights, web analytics, and business data.
• Product ownership experience, including roadmap development, prioritization, and ongoing optimization of a digital platform.
• Experience overseeing day‑to‑day performance and operational health of a customer portal or similar platform.
• Familiarity with enterprise CMS and digital experience platforms (e.g., Adobe Experience Manager), personalization, and analytics tools.
• Strong communication skills with the ability to translate business and customer needs into clear functional requirements and execution plans.

This position is fully on‑site at our New Bremen, OH location.

Work Authorization

Crown will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship for work authorization now or in the future, are not eligible for hire.

No agency calls please.

Compensation and Benefits

Crown offers an excellent wage and benefits package for full‑time employees including Health/Dental/Vision/Prescription Drug Plan, Flexible Benefits Plan, 401K Retirement Savings Plan, Life and Disability Benefits, Paid Parental Leave, Paid Holidays, Paid Vacation, Tuition Reimbursement, and much more.