Digital Customer Experience Manager, Digital Transformation

Responsibilities / Accountabilities:

• Develop and execute

  comprehensive B2B digital commerce strategies

  aligned with the company’s overall business objectives

  , and

  represent various segments, channels, and regions
• Responsible for design, development, and implementation of scalable, reliable, and secure

  digital customer experience life cycle

  with initial focus on e-

  commerce capabilities on commerce platform

• Manage

  complete functionalities on the digital commerce

  platform, develop necessary processes,

  refining buying and self-service experience

• Developing new features and roadmaps

  to enhance customer experience, minimizing customer support inquiries and providing enhanced experience to external and internal customers, while adopting

  new technologies, including automation, digital orchestration, AI, machine learning, and chatbots

• Create and comprehend technical

  designs, user stories, and prototypes

  to aid in application development, as well as key performance indicators (KPIs) such as commerce usage rates and issue resolution times. Establish a reliable feedback mechanism to improve and fine-tune options based on real-time performance data
• Lead cross-functional teams in

  planning, executing, and monitoring

  digital customer initiatives, ensuring they are completed on time and within budget and define Work plan, Scope,

  Schedule, Efforts, Budget

• Collaborate

  closely with cross-functional team

  to ensure cohesive execution across all channels, while taking complete ownership of coordination & quality of deliverables with various stakeholders.

Technical Skills/Competencies:

• Minimum 10+ years of experience as a functional expert or project manager or techno-functional expert in Digital

  Commerce domain

  or CX

  e-Commerce

  or or e-commerce platform
• Experience in driving digital commerce in

  B2B

  space or any

  manufacturing

  or

  technology

  industry or pure-play

  platform companies (MNC or Startup)

• Must have managed the large and complex

  Digital Commerce solutions

  , and a strong understanding of platforms (e.g., Shopify, Magento, Salesforce Commerce Cloud, SAP hybris, ADOBE etc) and

  customer service technologies

  (e.g., Zendesk, Freshdesk).

• Exposure

  to OOTB modules and their functionality of SAP Commerce platform, like Multichannel Architecture, Data exchange/integration, Online Payment, Custom Development etc., Headless Commerce – Composable or Spartacus Storefront with SAP Commerce Cloud Environment – CCV2, and SAP ECC & S4/Hana integration.
• Strong analytical skills and experience with

  performance tracking tools

  (e.g., Google Analytics, Power BI). Proficiency in digital support tools (automation, chatbots, knowledge bases, CRM systems).
• Excellent communication and problem-solving skills, manage multiple projects simultaneously. Customer-centric mindset with a focus on innovation and operational efficiency.

Education / Certification:

• Having Technical degree

  BE / BTech with Computer Science

  or any engineering degree or

  MCA

• Must have to

  e-commerce certification

  or hands-on experience from zero to one.