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Senior Manager Customer Experience Management & Digitalisation

Neuhausen, Switzerland | AGCO

  • Industry:
    Manufacturing (Light Industry / Consumer-Oriented)
  • Position Type:
  • Functions:
    Project Management
  • Experience:
    10-12 years
Job Description:
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Reporting to Vice President Strategic Marketing and Brand Governance.

Working with multiple stakeholders, particularly Strategic Marketing, Distribution Management and Brand Marketing and Sales management at all levels in the business to define requirements and develop initiatives and tools within Salesforce for the enhancement of our customer experience through all forms of engagement with primary focus on digitalisation. 

Championing Salesforce as our CRM tool and ensuring the business requirements are well defined when enaging closely with IT and other key stakeholders. Project managing salesforce initiatives in line with the global governance defined by the Salesforce Global Centre of Excellence.

This role will also lead the CRM and Marketing Automation global workstream within our Digitalisation of Customer Experience Programme working closely with the brand representative for this workstream plus the Sponsor.

Job Responsibilities:

Proactively define tools for use in the AGCO brands customer journeys to enhance customer experience primarily focused upon Salesforce.

Work with Strategic Marketing, brand marketing and sales to scope their ideas for initiatives with Salesforce and if agreed to develop further, work with IT to form a project and manage the project to bring the initiative to fruition carefully managing scope to fit requirements of the business and importantly for IT to deliver within timelines agreed.Managing scope creep is key.

Work closely with the Marketing Services and CRM team to align on customer data collection to ensure business requirements are met and CEM(Customer Experience Mgt) initiatives are executable.

Use the good knowledge of the incumbent regarding Salesforce to strengthen the capability of the business to use Salesforce effectively by working closely with AGCO Academy andAGCO University

Ensure gaps within the utilisation of Salesforce as a tool in EME for enhancing CEMare filled in a logical fashion which can be absorbed and used by the defined user community.

All CEM initiatives to be monitored and projects formed to ensure the effective implementation is impactful to the business.

Achieve stakeholder buy in a senior level and define together with brand organisation an implementation action plan which is realistic and delivered on time.

Lead CEM projects related to the tools defined and approved by this role.

Work across the Strategic Marketing team to bring together all aspects required to form effective proof of concept's for CEM initiatives.Also bringing in other business stake holders where appropriate to gain early engagement and buy in to the initiatives within the POC.

Work with Strategic Marketing and IT providing input to the change management of AGCO's organisation.

Work closely with CRM colleagues in other regions to develop global solutions for CRM based upon synergie.

Lead the CRM and Marketing Automation workstream in the Digitalisation of Customer Experience (DCX) global programme.This requires significant time being spent in Marktoberdorf which the project office for DCX.

In the DCX programme it will be necessary to liaise closely with Aftersales CEM responsibles to ensure we achieve a 360 degree customer experience.

Bring innovative and creative solutions to DCX which challenge our current business model and help develop a transformational approach to CEM.

Play a key role in the engagement with AGCO's Global Salesforce Centre of Excellence and Steering Committee.

Requirements/Minimum Qualification:

M.SC and or B.A / B.E in Business or Engineering subjects

Project Management training and certaification

Saleforce knowledge and at least 10 years experience of implementing and managing salesforce programmes

Project Management or SCRUM Management

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