Digital Customer Journey & Channel Manager

Job ID: 37124 | Location: Pratteln, Canton of Basel-Landschaft, Switzerland

We are seeking a highly motivated and visionary Digital Customer Journey and Digital Channel Manager to join our dynamic team. In this role, you will have the exciting opportunity to design and implement a new digital channel to serve our customers, while influencing segment/regional organizations to align with the digital customer journey. By leading cross-functional, cross-border projects and fostering collaboration, you will demonstrate the value of collaborative projects and contribute to the continuous improvement of our digital customer experience.

Responsibilities

• Collaborate with Business Units (BU), Global Business Services (GBS), Information Technology (IT), and external companies to drive the digital channel transformation program.
• Aim to establish a global scalable and seamless solution that improves coverage on long-tail customers and drives new business.
• Lead a team to design the solution, build the tool stack, conduct user experience testing, provide training, and oversee the successful roll-out of the program.
• Continuously monitor and evaluate the effectiveness of the digital channel transformation program, making necessary adjustments to ensure its success.
• Create comprehensive blueprints for the digital customer journey, focusing on digital go-to-market approaches, marketing, and commercial activities.
• Identify and evaluate digital tools and technologies that support the customer journey, such as marketing automation, customer portal, lead generation tools, etc.
• Collaborate with Marketing Segment Leaders and Marketing Communications (MarkComm) to align digital customer journey initiatives with overall marketing strategies.
• Develop a tool catalogue that outlines the recommended digital tools and technologies for each stage of the customer journey.
• Work closely with Marketing Segment Leaders and MarkComm to ensure a seamless and effective digital customer journey, from lead generation to invoice/delivery.
• Continuously analyze and optimize the customer journey to enhance customer experience, increase conversion rates, and improve overall satisfaction.
• Implement data-driven strategies to personalize and customize the digital customer journey based on customer preferences and behaviors.
• Act as a subject matter expert on digital marketing and business models, and their transformational power within the chemical industry.
• Educate internal stakeholders, including employees and management, about digital marketing best practices and the importance of embracing digital transformation.
• Engage with external stakeholders, such as customers, partners, and industry experts, to share insights and foster collaboration on digital marketing initiatives.

Requirements

• Experience in leading complex projects: Proven track record in successfully leading multi-stakeholder/interdisciplinary projects and managing a portfolio of projects, preferably with a focus on digital transformation initiatives.
• 5+ years of work experience in a similar role and environment (Digitalization): Demonstrated experience in driving digital initiatives, preferably within a multinational company or in a digital transformation context.
• Stress resilience and ability to thrive in uncertain situations: Ability to remain composed and focused in high-pressure environments, adapting to changing circumstances while maintaining a disciplined and analytical approach to task execution.
• Strong affinity towards solving complex tasks in a larger context: Demonstrated ability to approach complex challenges holistically, considering the broader organizational and strategic context.
• Knowledge and experience in customer journey mapping: Proficiency in customer journey mapping methodologies, with the ability to understand and optimize the customer experience across various touchpoints.
• Project management expertise: Familiarity with project management principles and best practices, with a track record of successfully delivering projects on time and within budget.
• Digital marketing tools and process optimization methods: Solid knowledge and experience in utilizing various digital marketing tools, CRM software, Google products, web analytics tools, and process optimization methodologies such as Six Sigma, Lean, Agile, Prince2, or SCRUM. A combination of both agile and non-agile methods is preferred. Formal certification is not necessary but considered a plus.

Our Offer

• An collaborative organisation that shapes the future with our customers to create meaningful impact
• A company stratgy driven by innovation that is recognized by the industry
• A high-performing enviroment leading the industry sustainability transition
• A purpose-led strategy that values diversity, equity and inclusion

Andrew Humphreys
Global Talent Acquisition Manager
Phone: +49 69 3058 0668
E-Mail: Andrew.Humphreys@clariant.com

Clariant is a focused, sustainable and innovative specialty chemical company based in Muttenz near Basel/Switzerland. On 31 December 2021, Clariant totaled a staff number of 11 537 and recorded sales of CHF 4.372 billion in the fiscal year for its continuing businesses. The company reports in three business areas: Care Chemicals, Catalysis and Natural Resources. Clariant’s corporate strategy is led by the overarching purpose of ‘Greater chemistry – between people and planet’ and reflects the importance of connecting customer focus, innovation, sustainability, and people. Join us and help create sustainable value through chemistry for customers all over the globe.