Senior Manager - Digital Initiatives - IT

Sr. Manager Digital Initiatives

CORE RESPONSIBILITIES:

- Understand Customer and Employee Experience landscape across platforms to deliver IT

- Solutions in areas of Digital Experience Platforms, CRM , Customer/Dealer/Distributor/Employee Portals, Market Feedback Management,

- Collaborative Working, Exception Management tools & Chatbots.

- Evaluation and implementation of upcoming technologies in B2B scenarios like Journey

- Based Lead Nurturing, Process Engineering, Lead Generation & SFAs (Field force Applications)

- Should have work on Contact Centre setup and operations using Salesforce.com and Genesys.

- Understanding and Implementation experience on CRM Platforms (Salesforce.com preferred) and data visualization tools in the B2B Segment.

- Assess rapidly changing technologies and apply them to business needs.

- Evangelize new digital projects based on identified business needs.

- Preparing business case in consultation with divisions & implement the same in coordination with partners.

- Design, pilot, implementation and maintenance of platforms; facilitating release planning with stakeholders as well as weekly demos.

- Drive change management & adoption programs for new projects & processes enabled through digital.

- Selecting right vendor partner for the end to end digital transformation and working hand in hand to plan out the entire transformation plan.

CANDIDATE PROFILE:

- Candidate must have a Post Graduate Degree in Management + Graduation in Engineering with at least 5 years experience in IT.

- Minimum 2 years experience on Salesforce.com (SFDC - Sales or Service Cloud) experience is a must.

- Experience in working on digital experience platforms/chatbots/mobile app development.

- Proven knowledge and understanding of build employee experience portals, technology and supporting industry principles.

- 2 years+ experience in a handling employee facing portals/online properties.

- Strong problem solver with ability manage multiple indirect teams.

- work collaboratively with executive leadership, business and IT, and third-party vendors.