Digital Customer Experience Manager

1 month ago


Helsinki, Uusimaa, Finland Codento Full time
About the Role

We are seeking a seasoned professional to lead our digital customer experience initiatives and drive transformation across our organization. As a Manager, Digital Customer Experience, you will be responsible for developing and implementing best-in-industry customer digital journeys and improving our CRM solution.

Key Responsibilities
  • Develop and execute a customer digital journey program in conjunction with Sales and Supply Chain organization
  • Support customer integration implementations via APIs, EDI, and other technologies
  • Define targets, metrics, and drive adoption internally and with customers
  • Nurture and build a digital mindset within the organization
  • Act as Solution Manager for our CRM application, Salesforce, working with the user organization to create and execute development roadmaps
  • Support and coordinate technology development with on-time, on-budget, and high-quality outcomes with IT suppliers and internal developers
  • Act as data owner and support reporting needs for all CRM and customer portal content in reporting tools such as Power BI
  • Work with other solution owners, IT members, and business support to develop and optimize the overall UPM Pulp solution landscape
  • Contribute to the implementation of generative AI apps in various areas of UPM Pulp
Requirements
  • Enthusiastic, engaging, self-driven, and transformative leader with fluency working between technology and business
  • Great understanding of commercial functions and operations, and ability to identify key opportunities to digitalize
  • Relevant Master's degree or equivalent education
  • Demonstrated ability in driving change and leveraging technology to accelerate change and impact
  • Ability to coordinate multiple priorities and adapt to the changing demands of a dynamic business environment
  • Well-developed collaboration and communication skills, both oral and written in English, and ability to relate well with a wide range of colleagues and constituents
  • Good technical knowledge of key software applications such as Salesforce (Sales, Service, Marketing, Community Cloud) and solid background in software technologies and development
  • Prior experience leading digitalization projects and customer integration
  • Familiarity and prior experience with AI, machine learning, predictive analytics, as well as passion for impact and change
About Us

We are a responsible employer committed to sustainability and diversity. We offer a caring community, development opportunities, and a meaningful job that makes a difference. If you are passionate about digital transformation and customer experience, we encourage you to apply.



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