Job Description
1) Job Purpose
To lead Programs to transform Customer experience across the customer journey life cycle from Lead to Loyalty by leveraging Digital technologies and platform. This will help ABG businesses to generate additional revenues through new business models, improve sales and marketing processes and retain customers.
3) Job Context & Major Challenges
ABG businesses are in the need for providing online, frictionless, self-service experiences to their customers and partners (dealers) with
To enable growth and customer loyalty the need is to provide digital platforms and solutions for end-to-end digital relationship and Digital commerce.
The main challenges would be as under:
• Working very closely with internal and external stake holders for developing strategy and business case for Digital Solutions for Customer Intelligence, Digital Marketing and E-commerce
• Collaborate with different business teams for designing the solutions /platforms which will have appreciable returns on investment, easy to manage and scalable.
• Influence the business CXO to fast-track the adoption of new digital solutions and challenge the existing ways of working
• Understand different technology landscapes andcreate scalable platforms
Skills
• Demonstrate a deep understanding of entire customer value chain – Discovery, Shopping, Purchase and Service
• Strong understanding of tools and technologies for Digital marketing, web and mobile Commerce and personalization
• Experience in Martech platforms and technology to achieve performance in terms of resonance, impact, and conversion.SEO, API Integration, UI/UX, Social Commerce, Social Listening, Automation,
• Digital commerce paltform - B2B / B2T / B2C commerce, i.e., marketplaces and direct-to-consumer models Channel integrationOmni channel, Digital experience
• Deep understanding on technology stack – Magento Commerce, SAP Commerce, CPQ, Mobile Apps, Dynamic Pricing, Google Analytics
4) Principal Accountabilities
Accountability
Supporting Actions
1
Sales and marketing Technology transformation
• 1)Design Digital Road map in partnership with business, identify solutions, Manage Implementation to enable business to achieve their end goals.
• 2)Launch and drive adoption of the emerging technologies for end-to-end sales enablement across various distribution channel
• Leverage Digital technologies like CRM, Configure Price Quote (CPQ), sales enablement solutions for marketing and sales team to Improve customer acquisition and drive efficiencies across every touchpoint every interaction from ad to account-base marketing, email to ecommerce, social to service.Enable sales operation excellence and boost customer loyaltyUnify data, personalize every interaction, and grow revenue across channels with automation, Build deeper customer relationships for life with data-first digital marketing and digital servicing
2
Customer Experience and Intelligence Technologies
• Evangelize Customer Intelligence solutions to increase the adoption of the Customer Intelligence platform in various ABG’s businesses to cross sell/up sell, product and service.
• Provide new technology capabilities and tools for Targeted customer segmentation, lead nurturing, Hyper Personalization, Hyper Localization.
• Measure the performance of your digital campaigns Predictive Insights that positively influence customer experience
• Keep abreast of any latest technology and industry trends, and any updates in statutory rulings that may impact Customer experience
Digital Commerce Platform
• Deliver digital Commerce, Social Commerce & marketing solutions in collaboration with businesses and partners.
• Drive programs to increase the adoption of Digital Commerce in various ABG’s sectors.
• Identify digital tools for omni-channel commerce initiatives for Hyper Personalization and engagement.
• Evaluates emerging technologies in marketing space.
Competency Building
• Design learning programs for business on Digital marketing Ecommerce and customer Intelligence and commerce standards and technologies.
• Lead a community for sharing global best practices in usage of tools and technologies that will optimization entire customer journey life cycle.
• 3)Engage with tech partners to co create learning and experience Centre of Excellence
6) Relationships (If Applicable)
Internal
Frequency
Nature
Business
• CMO & Team
• CFO & Team
• Business IT & Unit ITBusiness Users
Internal Partners
• BMCSL
• GDNA
As and when required
• To understand the business requirement
• Solution Evaluation & Partner scanning
• Aligning Technical solutions with the Business plan.
External
Frequency
Nature
Partners
• OEMs
• Start-up Partners
• Support Partner
• Cloud Partner (Google, AWS & Azure
As and when required
• Manage POC, Pilot, Deployment, Support
• Startup Scaleup
• Application Maintenance Support
• RFQ alignment
• Server Availability, Backups, Patching, SLA Tracking
To lead Programs to transform Customer experience across the customer journey life cycle from Lead to Loyalty by leveraging Digital technologies and platform. This will help ABG businesses to generate additional revenues through new business models, improve sales and marketing processes and retain customers.
3) Job Context & Major Challenges
ABG businesses are in the need for providing online, frictionless, self-service experiences to their customers and partners (dealers) with
To enable growth and customer loyalty the need is to provide digital platforms and solutions for end-to-end digital relationship and Digital commerce.
The main challenges would be as under:
• Working very closely with internal and external stake holders for developing strategy and business case for Digital Solutions for Customer Intelligence, Digital Marketing and E-commerce
• Collaborate with different business teams for designing the solutions /platforms which will have appreciable returns on investment, easy to manage and scalable.
• Influence the business CXO to fast-track the adoption of new digital solutions and challenge the existing ways of working
• Understand different technology landscapes andcreate scalable platforms
Skills
• Demonstrate a deep understanding of entire customer value chain – Discovery, Shopping, Purchase and Service
• Strong understanding of tools and technologies for Digital marketing, web and mobile Commerce and personalization
• Experience in Martech platforms and technology to achieve performance in terms of resonance, impact, and conversion.SEO, API Integration, UI/UX, Social Commerce, Social Listening, Automation,
• Digital commerce paltform - B2B / B2T / B2C commerce, i.e., marketplaces and direct-to-consumer models Channel integrationOmni channel, Digital experience
• Deep understanding on technology stack – Magento Commerce, SAP Commerce, CPQ, Mobile Apps, Dynamic Pricing, Google Analytics
4) Principal Accountabilities
Accountability
Supporting Actions
1
Sales and marketing Technology transformation
• 1)Design Digital Road map in partnership with business, identify solutions, Manage Implementation to enable business to achieve their end goals.
• 2)Launch and drive adoption of the emerging technologies for end-to-end sales enablement across various distribution channel
• Leverage Digital technologies like CRM, Configure Price Quote (CPQ), sales enablement solutions for marketing and sales team to Improve customer acquisition and drive efficiencies across every touchpoint every interaction from ad to account-base marketing, email to ecommerce, social to service.Enable sales operation excellence and boost customer loyaltyUnify data, personalize every interaction, and grow revenue across channels with automation, Build deeper customer relationships for life with data-first digital marketing and digital servicing
2
Customer Experience and Intelligence Technologies
• Evangelize Customer Intelligence solutions to increase the adoption of the Customer Intelligence platform in various ABG’s businesses to cross sell/up sell, product and service.
• Provide new technology capabilities and tools for Targeted customer segmentation, lead nurturing, Hyper Personalization, Hyper Localization.
• Measure the performance of your digital campaigns Predictive Insights that positively influence customer experience
• Keep abreast of any latest technology and industry trends, and any updates in statutory rulings that may impact Customer experience
Digital Commerce Platform
• Deliver digital Commerce, Social Commerce & marketing solutions in collaboration with businesses and partners.
• Drive programs to increase the adoption of Digital Commerce in various ABG’s sectors.
• Identify digital tools for omni-channel commerce initiatives for Hyper Personalization and engagement.
• Evaluates emerging technologies in marketing space.
Competency Building
• Design learning programs for business on Digital marketing Ecommerce and customer Intelligence and commerce standards and technologies.
• Lead a community for sharing global best practices in usage of tools and technologies that will optimization entire customer journey life cycle.
• 3)Engage with tech partners to co create learning and experience Centre of Excellence
6) Relationships (If Applicable)
Internal
Frequency
Nature
Business
• CMO & Team
• CFO & Team
• Business IT & Unit ITBusiness Users
Internal Partners
• BMCSL
• GDNA
As and when required
• To understand the business requirement
• Solution Evaluation & Partner scanning
• Aligning Technical solutions with the Business plan.
External
Frequency
Nature
Partners
• OEMs
• Start-up Partners
• Support Partner
• Cloud Partner (Google, AWS & Azure
As and when required
• Manage POC, Pilot, Deployment, Support
• Startup Scaleup
• Application Maintenance Support
• RFQ alignment
• Server Availability, Backups, Patching, SLA Tracking
💡 Quick Summary
Seeking a career-building opportunity? The Lead Digital Customer Experience position is now open for candidates interested in the Digital Marketing Expert Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Digital Marketing Expert Jobs is a plus.
