The Senior Manager for OneIdentity, Customer Identity and Access Management solution (CIAM) will support the Customer Identity and Digital Engagement team, as a business owner for OneIdentity (leveraging SAP CDC), providing end-to-end business ownership across initiatives and building digital capabilities within an automated omni-channel demand generation environment.
This role is part of a broader team - The Digital Engagement and eCommerce Excellence (DEEX) team – which has business ownership and accountability for all platforms handling all digital touchpoints in the areas of customer IAM, CEX, Marketing Intelligence, Intelligence Based Decisioning, eCommerce, Learning Experience Management and Marketing Automation.
Strong project management and stakeholder management focus alongside experience and know-how in ideation and conceptualization of business solutions and processes in the areas of IAM are key attributes of the successful candidate.
At the company, Business Application Owners in the DEEX team work closely and in a co-creative way with the technology Technical Application Owners, in an application Product Management tandem approach.
For the many functional dimensions of OneIdentity – reaching from Authentication and SSO, to Self-service Registration, passing through Progressive Profiling, Subscription and Consent Management and Profile Management - the job holder will drive ideation, conceptualization and design, implementation, and operationalization of the new solutions, including supporting and driving the change and transformation management process required tasks.
Key Responsibilities
* Apply customer-centricity and design thinking to co-create outstanding multi-channel customer journeys across any customer interfacing digital touchpoints, driving a roadmap of functional innovation within area of responsibility.
* Co-create business concepts focused on customer centricity and business operational sustainability that are aligned and agreed across all stakeholders and a clear and precise guideline for all technology teams and partners.
* Anticipate reporting and analytical capabilities required to properly manage and develop the continuous evolution roadmaps in a customer centric, business prioritized manner and translate these needs in effective implementation plans.
* Be an expert throughout the entire customer data value chain, ranging from registration, authentication, profile management, subscription, and consent management.
* Support technology implementation within an Agile framework, as a key member of the Product Management team composed of a Business Application Owner and a Technical Application Owner.
* Drive change and transformation processes where applicable, as a key subject matter expert in the areas pertaining to Digital Customer Engagement, with emphasis on but not limited to, creating, updating, and deploying global guidelines & training material.
* Plan, build and execute integrated digital projects that enable state of the art capabilities and implement optimal user journeys, enhancing user authentication and registration rates as enablers of lead generation.
* Enhance self-service capabilities for our customers, ensuring a highly enjoyable and adoptable experience that naturally drives customers away from offline channels, thus supporting digital transformation efforts.
* Advocate for the customer at all points, ensuring internal needs are weighed properly against customer impacts and satisfaction.
* Collaborate with business stakeholders across services and product organizations, acting as a service provider for their customer experience needs.
* Gather data, handle analytics, and make recommendations based on those results; have KPI’s defined and available as segmentation triggers and actionable insights.
* Support briefing sessions and competitive bid processes when external support is required and manage selected vendors to streamline the planning and implementation processes of projects.
* Be active part of a global service organization.
* Always seek opportunities for improvement and suggest innovation and efficiency gains.
Profile
* University degree, preferably in the areas of digital technologies, or an equivalent combination of education and work-related experience.
* Certified project management and Agile training (Scrum / Agile / PMI…)
* Over 5 years’ experience in driving Identity and Access Management solutions implementation, including market launch and operationalization.
* Previous experience with customer facing digital processes definition and integration into operational processes.
* Experience and knowledge of SAP CDC (or equivalent cloud applications) are important preferential factors.
* Deep understanding of customer data architectures and its assurance within operational flows and processes.
* A passion for digital technology.
* Customer-centric mindset.
* Excellent organizational and communication skills.
* Energetic, passionate, creative, straightforward and performance-driven personality.
* Proactive and accountable person with distinct interpersonal skills to cultivate a network of effective working relationships in an international matrix environment.
* Team oriented attitude, experienced in leading and coaching project teams.
* Able to achieve pragmatic results in a dynamic environment.
* The ability to think like an educator, intuitively understanding what the audience needs to know and how they want to consume it.
* Used to live and work in a multicultural environment.
* High level of integrity and commitment.
* Fluent in English (written and spoken), any other language is an advantage.
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