Senior Manager for OneIdentity, Customer Identity and Access Management Solution
The Senior Manager 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.
About the Role
This role is part of the broader Digital Engagement and eCommerce Excellence (DEEX) team, which has business ownership and accountability for all platforms handling digital touchpoints in areas such as customer IAM, CEX, Marketing Intelligence, Intelligence Based Decisioning, eCommerce, Learning Experience Management, and Marketing Automation.
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 provide a clear guideline for technology teams and partners.
* Anticipate reporting and analytical capabilities required to properly manage and develop continuous evolution roadmaps in a customer-centric, business-prioritized manner and translate these needs into 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 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 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 KPIs 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 planning and implementation processes of projects.
* Be an active part of a global service organization.
* Always seek opportunities for improvement and suggest innovation and efficiency gains.
About You
* University degree preferably in 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.