Head of Customer Engagement Platform

vor 3 Wochen

Norderstedt, Deutschland tesa Vollzeit

**Purpose of the position**:
Set the (rolling) 3-year target picture to deliver a state-of-the-art Customer Engagement platform based on market and data driven insights in line with the tesa strategy. Ensure the development and roll out of the defined and timed elements of the target picture to meet expectations and contribute positively to customer engagement and sales growth. Manage the team to continuously improve and achieve the ambition level.

**Position content (core accountabilities, strategic responsibilities, key activities)**:
**Strategic**:

- Lead and ensure the development of the target picture (“North Star”) and align with internal stakeholders of DIT and Central Marketing
- Push Digitization: Lead and moderate the definition and the frequent review of the functionality scope of tesaPRO depending on data analysis and changing market demands; set and reset priorities accordingly
- Gain market insights to ensure right developments, build the appropriate external network
- Ensure governance of processes and development

**Operational**:

- Build, maintain, and lead relevant internal network (regional BUs, DIT, Central Mktg, etc.) to enable the continuous rollout and upgrade of tesaPRO
- Ensure the continuous, effective, and efficient ramp-up of new features and capabilities (or ramp-down of inefficient features) across all market segments and geographies
- Ensure the engagement platform runs smoothly in a 24/7 demand
- Monitor and report regularly on utilization and performance of the platform and its features

**Organization and Leadership**:

- Lead and manage the development, deployment, and operations of the Customer Engagement platform; this includes leading teams “without authority” in regional MarCom, DIT, Central Marketing, etc.
- Continuously develop the tesa PRO team to successfully provide capabilities, profiles, and knowledge required to implementing tesas’ digital strategy
- Manage and upskill the complete virtual team to continuously improve the ambition level to serve our customers in a professional and digital way.
- **Scope**: Europe with global foresight
- ** Budget responsibility**: Yes - Development of platform to external agencies
- ** Leadership**:Yes

**The position location can be any tesa subsidiary in the European Union.**

**Capabilities (education, years of experience, specific soft & hard skills)**:

- Master’s degree in marketing, Business Administration, or Economics.
- Experience with developing digital customer interaction.
- Experience in successfully rolling out similar platforms
- 5-6 years of experience in working with digital Sales and Marketing.
- Profound knowledge of e-commerce, digital marketing and marketing communication
- Proven leadership capabilities - Min 3 years’ experience.
- Good understanding of Sales and Marketing processes.
- Experience in working in an international matrix organization.
- Communicative & fluent in English (written & spoken).
- Strong customer focus and result orientation.
- Quick comprehension of problems and the ability to derive pragmatic and innovative solutions.
- Self-driven and proactive way of working.
- Strong focus on digitalization and an innovative mindset

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