Sr Mgr Solution Delivery -- Sales, Marketing, and Service in Brookfield, Wisconsin

Sr Mgr Solution Delivery -- Sales, Marketing, and Service

Milwaukee Tool, an industry-leading manufacturer of heavy-duty power tools, accessories and hand tools for professional users worldwide, is looking for talented, enthusiastic, and motivated candidates with experience delivering world-class customer experiences and driving digital transformations across sales, marketing, service, and e-commerce. Come join the IT Team behind the most exciting and innovative tool company in the world and join the REDvolution.

The Senior Manager Solution Delivery -- Sales, Marketing and Service will drive the technology strategy and key initiatives encompassing the digital customer experience, customer service, sales team productivity and mobility, multi-channel marketing capabilities, customer and end user data, and service capabilities, and analytics. Will serve as the go-to expert on technology solutions serving these key business areas and be responsible for rapidly expanding our digital capabilities.

Primary Job Responsibilities:

• Identifies and realizes bold customer-centric digital plans and aligns IT and business resources to deliver digital solutions
• Supports the digital customer experience vision, strategy, and roadmap, through architecture, solutions and execution.
• Drives positive customer experiences that create distributor and consumer value and satisfaction, retention and growth, building on voice of the customer feedback, and qualitative and quantitative data.
• Builds overall customer experience platform architecture in collaboration with Digital transformation team incorporating both B2B and B2B2C business models
• Manages internal and external partner engagement execution and program governance
• Drives CRM implementation/evolution, including defining features and analytics
• Creates enduring competitive advantage through deployment of effective customer marketing programs combined with powerful insights
• Promotes a culture where teams are inspired to collaborate; ensuring everyone understands their part in the process
• Acts as a communication bridge between technology functions, brand marketing, and retail/commercial sales organizations
• Identifies both internal and external customer pain points and leverages tools to drive short-term solutions and long-term roadmaps
• Establishes and evangelizes metrics-based success measurement model with key focus on financial rigor and customer effectiveness
• Leverages data to identify key opportunities for improving the customer experience and build customer loyalty

Job Requirements:

• 10-15 years of experience in B2B Commercial and Industrial customer experience design, with proven track record of leadership
• Bachelor's degree required, Master's degree preferred
• Experience in sales, CX research, executing journey mapping, e-commerce, mobile, multi-channel marketing, and customer data analytics
• Results oriented collaborative team player with a keen ability to demystify and streamline processes
• Experience in manufacturing industry is preferable
• Experience in program governance and both waterfall and agile methodologies and demonstrated ability manage large, complex projects
• Strong business partner who is able to quickly learn business processes and provide strategic insight and guidance.
• Demonstrated ability to build multi-year roadmaps aligned to business priorities

Preferred Skills:

• Deep knowledge of best practices for operational excellence and customer experience management--in both a B2B, B2B2C environments
• Experience with key technologies such as Microsoft Dynamics CRM, Sitecore, Marketo, Tealium, Widen and other cloud based solutions or digital marketing solutions
• Ability to distill complex concepts and ideas to simple brief points of communication. This person must have the innate ability to communicate in a powerfully succinct manner in verbal and written form.
• Strong evidence of strategic thinking and experience executing in a fast-paced cross functional environment
• Excellent interpersonal skills and ability to influence and organize
• Results oriented with hands on approach