Petronas Lubricants - Manager - Digital Strategy & Transformation

A. POSITION PURPOSE (A brief description of the role) :

- The purpose of this position is to create and drive a robust PETRONAS digital initiative platform to transform traditional way of reaching customer on digital medium and create differentiation in industry. Know how of the digital market, service provider and cross industry entity for enhancement of customer experience and add value to his overall engagement with PETRONAS.

- Accountable for building a blueprint of the digitization strategy through process mapping and solution building to drive a strong customer usage & attraction. Enhance and drive customer care set up for generating business insight and translate it into actionable initiative to benefit business and brands. Translate business need into technology brief for development and deployment on digital platform in association with partner agency for customer engagement and extraction.

Key Accountabilities :

- Enhance and drive PETRONAS Digital Commercial Initiatives across secondary and tertiary channel to build a community of users for active purchase, recommendation and usage of PETRONAS products.

- Handling of PETRONAS customer care for engagement with trade and influencer channel on programs

- Working closely with the business and within marketing functions to build an online base, increase engagement and manage community engagement on regular basis

- Creation, dissemination and manage the brand strategy and vision plan including new product communication, market development and consumer insights on platform

- Managing the end-to-end execution towards meeting relevant brand KPIs, product launches & campaigns, across all brand-owned, earned and paid digital platforms

- Building and maintaining strategic alliances with various partners, technology teams and product platforms, to evolve the brand's potential in the rapidly emerging digital ecosystem

- Researching various channels to help with distributing and repurposing our vision across target audience

- Take responsibility for the technical aspects of solutions to include such activities as supporting RFP responses, proposals, product and solution briefings, preparing solution architecture and proof-of-concept work

- Managing integration strategies, enterprise architectures, platforms and application infrastructure required to successfully implement a complete solution providing best practice advice to customers.

Key Challenges :

- To deliver customer experience under agreed quality and service expectation in conjunction with business & brand requirement, meeting best in industry benchmarks.

- Manage the changes in doing business from traditional to drive on platform without interrupting product and service delivery.

- Acquiring customer on platform and drive for active consumption and recommendation.

Communication and Working Relationship (Internal/External):

External - Agency, Customers and business partners

Internal - Marketing, Sales, Supply Chain, Sales - Operation, Procurement, Finance, and IT

Qualifications & Education:

Bachelor's in computer science / IT having 8 to 10 years of experience in creating and driving E-Business solution and engaging customer and consumer on Digital Platforms.

Skills/Experience/Knowledge :

- Experience in Creating E-Business Solution for customers and consumers on digital platform

- Experience in managing customer care centers.

- Self-starter with Strong organizational skills with a focus on customer service.

- Effectively communicate with internal/external customers and foster a positive work environment.

- Ability and desire to provide leadership: solve problems and deal with a variety of concrete variables in situations.

Competencies:

- Digital Solution and IT Mastery

- Business planning and evaluation Mastery

- Digital Asset Integrity Mgmt. & Maintenance Mastery

- Uses computer and communications systems Mastery

- Analyses and solves problems Mastery

- Communicates and persuades Skill

- Team working Skill

- Managing Supply Chain Performance Skill

- Personal creativity and innovation Skill

- Manages business performance Knowledge

- Supply Chain Management Discipline Knowledge

- Works and embeds change Awareness

- Compliance, Control & Exposure Mgmt. Awareness

Key Activities :

1. Driving the Digital Go-to-Market strategy and lead initiatives for business and brand

2. Develop and drive digital journey road map for business and brand involving all stake holders - like sales, marketing, finance, IT, Supply chain

3. Drive from been an application to be - an experience- for user bases across customers and consumers.