Schneider Electric Senior Manger - Digital Customer Experience in North, Singapore

Mission

  1. “Digital-First”, leadsSchneider digitization journey and transformation.

  2. High digital tool adoptionby customer

  3. Differentiated Digital Customer Experience.

  4. Data Analytics and Data Intelligence.

Key Responsibilities

  1. Lead the overall EAJ zone DCE transformation, aligning strategically to the corporate direction and adapted to the local business needs.

  2. Be the global ambassador of DCE transformation agenda in ensuring local country has clear understanding of the vision, strategies, programs, milestones, metrics.

  3. Drive the understanding, adoption, motivation in translating global strategies into local activities that delivers relevance, impact and measurable results.

  4. Fixing of the basics to accelerate digital transformation:

a. Product data: 100% of data localization to feed the web, selectors and distributors’ e-commerce sites, including active reference management and end of commercialization processes; and ensure high accuracy of digital data at back-end data library.

b. Web: local content adapted to customers’ request (click-thru rate & zero search) & best-in-class search engine rankings, focusing first on product information and ‘contact us’ sections.

c. Digital Order & Customer Support: improve order management & pricing processes to increase digital clean orders & reduce simples CCC cases.

d. Selectors & Configurators: work with Global Businesses to localize and champion all tools, make them available on-line (Web + PRM) and promote them with professional launch plans.

  1. Builds and facilitates needed local custom projects Business Case by tapping on opportunities that can accelerate Schneider wins while facilitating potential for global scalability; i.e. work with IPO to strategize and bridge existing infrastructure, data and application technology platforms with locally-adapted and scalable digital-first technologies and processes, to support the efficiency of the digital tools.

  2. Contributes actively to global DCE network - playing the role of co-architects of our global DCE journey - covering both physical building blocks and change management of new competencies of a digitized enabled community.

  3. Facilitates needed workshops across local Business Divisions, cross function teams in ensuring clear buy-in and alignment of an end-to-end global Customer Experience journey, incorporating local "must-have" in ensuring a competitive winning activity.

  4. Facilitates needed local prioritization, program targets, deliverables, budgeting, milestones, dashboard, change management, resource planning that is endorsed by Country President.

  5. Ensuring that adaptation of local transformation roadmap optimizes the specific objectives, current state, resource availability, competitive dynamic, execution capability of a given market.

  6. Drives analysis of customer digital data to predict future trends – the data analytics and data intelligence.

Primary Metrics

Accountable for the success of DCE vision, objectives, metrics for the EAJ zone.

Digital demand generation & web experience:

  1. Top 50 Google search

  2. Web-NSS

Digital channel management:

  1. Recruited partners

  2. % of active partners

Digital order management & customer care:

  1. % digital orders

  2. % of non-digitized simple CCC cases.

Requirements

1.Master or Degree in IT, Eng, Computer, Business (preferred)

2.10 years of experience in the deployment or the design of digital business tools.

3.English, proficiency in other regional languages will be added advantage

Skills

  1. Experienced in a multi-cultural environment.

  2. Skilled in animating a network without direct reporting structure.

  3. Ability drive with agility and strong governance in an unstructured environment.

  4. Persistent in challenging situations and without clear distinction of responsibility boundaries.

  5. Ability to lead network in a matrix organization.

Primary Location: SG-North-North

Schedule: Full-time

Unposting Date: Oct 4, 2017, 11:59:00 PM

Req ID: 003Q8J