Job Description

implement and manage the digital transformation projects for VWGME, lead continuous enhancement and optimization of all the digital platforms for the Group, Brand, Partners and Customers, conduct market search to facilitate best in class solutions and maintain industry standards.
MAIN RESPONSIBILITY

• Digital Retail Experience contact for VX teams in the region.
• Introduce new concepts and build a regional digital portfolio of various customer facing services as per brands customer journey.
• Develop collaborative relationships with leadership stakeholders within VWGME, its dealer partners and the brands, in order to agree and deliver the business information and analytics strategy required within the organization.
• Work closely with decision-makers on other departments to identify, recommend, develop, and implement digital and automated systems supporting effective and efficient smart working processes.
• Analyze the current digital VWGME landscape and enlist areas or processes for automation.
• Liaise with IT teams to ensure legal compliance of all software's, data security, data recovery are managed.
• Make requisite recommendations, supported by documentation on strategy costing and a detailed project plan for each project.

• Management of the implementation of tools and techniques for monitoring performance of automated systems and services.
• Identify problematic areas and implement strategic solutions in time.
• Evaluate users' needs by getting ongoing feedback from all departments and by running periodic digital transformation milestones audits and reports.
• Get an agreement and sign-off from all the concerned parties which include dealerships and product partners for the initialization and Go live of every project.
• Collaborate with dealerships to device the project's on-boarding & change management plan e.g. Salesforce.
• Provide transparency and visibility on operations quality and budgets to Steering Committee.

• Drive change and challenges the status quo to drive continuous improvement. Provides upward and team feedback.
• Coach and mentor CEX team, Dealer Customer Staff and internal brand teams on usage and capability of Digital Platforms.
• Acting Contact for Audi VX and VW VX Digital Initiatives * Strategic*along with Brand experience teams.

• Salesforce as a CRM Tool: Sales Cloud, Service Cloud, Marketing Cloud, Aftersales Portal and Partner Community.
• Support Brand marketing team in Salesforce Marketing Cloud Automation journeys across all business units.
• Predictive After Sales Management.
• Online Digital Products as standalone or via Brand Website (New and Used Cars) across both brands (e.g. - Online Merchandize shop, Aftersales Services etc.) as agreed within the individual work stream (Brand Experience Managers).
• Work with Data Manager on Data Analytics and Reporting via platform dependent reporting- Internal and External (Sales & Marketing).
• Responsible and Owner of the Digital Products / Technical Layer of Brand Customer Experience Journey and Digital Touchpoints.
• Responsible to manage Digital Retail products for Dealerships across brands and in line with HQ guidelines.
• Oversee and Manage operations of CEM Management, work with the Group Customer Experience Manager to streamline processes which ensure dealer score captures, survey management and support with analytics on the dedicated AG platform.
• Oversee and Manage operations of CIC - VWGME Call center Management work with the Group Customer Experience Manager to measure and streamline performance of the CIC team and analytics to support improved customer experience.

KEY COMPETENCIES & QUALIFICATIONS
For you to be successful for this role, you must possess below attributes:

• Bachelor's Degree in Information Systems/Technology equivalent mandatory
• 5 to 8 years digital experience in automotive fields
• Proven work experience as a Digital project manager
• Hands on experience with project management software, like MS Project.
• Sound knowledge of Salesforce, all aspects of CRM/CLMS Platforms i.e. sales, service, commerce, marketing, etc.
• Strong experience in managing technology vendors
• Automotive industry experience (Preferable)
• Able to stay up to date with continually emerging CLMS/CRM Technologies and integration platforms
• Strong experience in Digital project management
• Project Management/Product Management i.e. PMI or Agile Scrum
• Knowledge of CRM applications like Salesforce