Manages the implementation and operations of consumer facing Digital Platforms (websites, online services, applications and digital showroom presences) ensuring continuous improvement to increase users’ adoption and brand performance.
Leads Digitalization projects and activities for brands across dealer network ensuring projects and change initiatives meet objectives on time and on budget.
Establishes and govern the Digitalization standards and ecosystem to run BRAND’s digital channels e.g. websites, digital retail, applications.
Develops in coordination with the stakeholders the brands Digitalization Road Map. Manages priorities with Customer Experience Managers and brands for Digitalization projects to support the overall customer experience and brand strategies at a local and global level.
Supports the Customer Experience and Digital team to define the holistic direction for all consumer facing Platforms and Services.
Lead all aspects of the project life cycle, working with team members, project sponsor / key stakeholders to oversee all phases of project management for consumer facing Digital Platforms (websites, online services, applications and digital showroom presences)
Lead, prioritize and deliver the digital projects and activities required across all areas of the business (e.g. new car, pre-owned, aftersales, ownership, retail, fleet ).
Support the key stakeholders across all business teams to define, prioritize to deliver their digitalization requirements.
Operational Management of all budgets for Digitalization projects.
Ensure project scope / plan maximizes financial returns (i.e., Digital Channel Adoption rate, project budget and time, business benefits realized, costs less than benefits)
Facilitate all operational checkpoint activities and requirements throughout the project lifecycle project sponsor status, standard and customized reporting, data management, logistics, governance etc.
Assess, prioritize, monitor and mitigate / resolve project risks as they are encountered (i.e. execution risk, business risk, technology risk and people risk)
Develop and implement communication plans and mechanisms to actively engage all stakeholders (those leading and impacted by project results)
Confirm and meet project sponsor / key stakeholder expectations to maintain buy-in / engagement throughout project life cycle communication, problem solving, status, etc.
Balance role of expert and consultant effectively to engage project sponsor / key stakeholder and maintain / build buy-in.
Define the cross-functional and brand specific digital strategy in collaboration with the Stakeholders on consumer facing Digital Platforms (websites, online services, applications and digital showroom presences) to meet current and future business and consumer expectations.
Ensure that strategy is supported with sound technical solutions via a strong relationship with the Group IT function.
Identify key stakeholder requirements, platform evolution and provide strategic advice on Digital Platforms short term to long term strategic goals to support group and brand requirements.
Identify opportunities for the business to leverage Digital Platforms platform to deliver cost savings and other operational efficiency through leveraging digital efficiencies
Foster positive relationships with the factory stakeholders and raise the prominence of BRAND digital activities in the headquarters of each brand.
Market preparation & rollout phase with kick off / launch committee for applicable projects
Develop and implement strategies to drive adoption of Digital Dealer Platforms across all brands (All Dealer Locations in BRAND Region)
Lead the timely resolution of dealer enquiries regarding Digital Dealer Platforms.
Ensure customer facing Digital Platforms Technology Stack and infrastructure meets the needs of BRAND and the brand requirements for digital retail.
In conjunction with BRAND IT Department).
Ensure that the business has access to the right tools in an easy and intuitive manner.
Management of website and digital platforms agencies and suppliers to agreed SLA’s.
Manage the day to day running activities of the Brand websites, in coordination with brands and agencies, particularly the technical health of websites, page structures, forms, tags and sitemap.
Document and manage the operational digital processes for the brand across all platforms.
Support accuracy and up to date of the platforms.
Monitor and report on the effectiveness of the Digitalization tools for the Brand performance.
Manage third party services to and from Digitalization.
Managing the agencies to ensure successful delivery, enhancements and long-term management of individual digital projects.
Monitoring and create opportunities to improve the success KPIs (e.g. traffic, user time spent, bounce rate, user behaviour flows, CRO, ).
Support Brand CRM strategies by
Developing Digital Platforms to support connection with / integration from CRM.
Manage internal group and brand stakeholders to ensure cost optimization through leveraging Digital Platforms capability.
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.
Deliver content for regular (and ad-hoc) presentations to Board and Factory Stakeholders
Represent BRAND at appropriate Brand Events / Meetings.
Digital Transformation experience