Senior Manager, Digital Customer Experience

POSITION SUMMARY

We are seeking a Senior Manager to lead end-to-end delivery ownership and strategic innovation across our SAP Hybris, Marketing, Web and Learning solutions tech stack. This leader will shape the eCommerce and web/marketing, drive measurable business outcomes, and elevate our capabilities through AI-driven automation, scalable architecture, and modern engineering/operating practices. 
 

The role blends hands-on program and product leadership with thought leadership—partnering closely with Sales, Service, Marketing, Data/AI, Security, and Technology teams to deliver reliable releases, accelerate adoption, improve customer and agent experiences, and ensure governance, data quality, and compliance. Success requires a strong point of view on platform strategy, operational excellence, and continuous improvement, with a persistent focus on leveraging AI (e.g., agent assist, next-best-action, intelligent case routing, predictive insights) and automation to reduce friction, cost-to-serve, and time-to-value.

POSITION RESPONSIBILITIES

Percent of Time

Delivery ownership & roadmap leadership: Own end-to-end delivery across SAP Hybris, Content Stack, Crown Peak, SFDC and similar enterprise technology  ensuring predictable execution, quality, and measurable outcomes; define and drive the eCommerce and Digital experience strategy and roadmap aligned with Sales, Service, Data/AI, Security, and Technology stakeholders. 25%

Strategic innovation (AI/automation) & platform direction: Provide thought leadership on platform architecture, operating model, and best practices to scale capabilities and reduce time-to-value; champion AI and automation (e.g., intelligent routing, agent assist, next-best-action, workflow automation) to improve customer/agent experience and reduce cost-to-serve. 20%

Governance, adoption & value realization: Establish governance for data quality, privacy, security, and compliance, including standards for releases, integrations, and reusable components; drive adoption and benefits realization through change management, enablement, KPI dashboards, and continuous optimization of user journeys and processes. 25%

People & partner leadership: Build, coach, and retain high-performing teams and partners, fostering a culture of accountability, continuous improvement, and innovation. 20%

Financial & commercial management: Own portfolio financial management including estimates and budgeting, forecasting, accruals vs. actuals, and vendor commercial governance including SOW development/review, PO management, and spend tracking. 10%

ORGANIZATIONAL RELATIONSHIPS

• Proactively take up challenges across the  
• Work with Salesforce contacts to ensure support and resolution of technical challenges 
• Work with cross functional teams across the organization including business stakeholders, Value stream teams and business process team 
• Groom and mentor teams  

RESOURCES MANAGED    

Financial Accountability 

• Lead key programs and BAU delivery for Global Commercial, owning end-to-end execution across eCommerce, Marketing, Content Management and Web with strong governance, quality, and on-time outcomes. 

• Own portfolio financials, managing an estimated ~$1M delivery/resource budget plus an additional budget for software licensing, including forecasting, accruals vs. actuals, and value tracking. 

• Manage vendor commercial operations—estimates, SOWs, POs, and contract controls—ensuring cost transparency and delivery accountability. 

Supervision 

People leadership: Directly manage a core team of 4–6 team members and provide matrix/indirect leadership for delivery squads totaling approximately 30 FTEs plus 30+ contractors, ensuring clear accountability, capacity planning, and performance outcomes. 

EDUCATION AND EXPERIENCE

• Bachelor’s degree in computer science, Information Systems, Engineering, Business, or a related field (or equivalent experience). 

• MBA or Master’s (preferred) for portfolio, finance, and operating-model leadership. 

• Certifications (preferred): 

• Salesforce: Administrator, Sales Cloud Consultant, Service Cloud Consultant, Platform App Builder (Architect-level a plus). 

• Data/CDP: Data Cloud (preferred), plus relevant data/privacy training. 

• Delivery/ways of working: SAFe / Scrum / ITIL (as applicable) 

TECHNICAL SKILLS REQUIREMENTS

• Technical & domain experience (typical for this level) 
• 10+ years in eCommerce / Marketing and Content Management customer platforms and enterprise delivery; 5+ years leading teams/programs in a matrixed global environment. 
• Deep b2b eCommerce implementation experience: Experience of SAP hybris or similar eCommerce platform management and delivery. 
• Content Management: Content Stack, SFDC and Crownpeak (or comparable technology stack like Adobe). 
• Integration & architecture: API-led integration patterns (REST/SOAP, events), middleware (MuleSoft or equivalent), ERP/Order, Marketing platforms, and knowledge of SSO/IAM. 
• Data and analytics: strong understanding of data modeling, data quality, metadata management, and analytics/BI consumption; comfort partnering with data engineering and governance teams. 
• AI & automation: practical experience applying AI for sales/service productivity (e.g., summarization, next-best-action, case classification/routing, agent assist) and automation using Flow, orchestration, and low-code tooling with appropriate controls. 
• DevOps & quality: experience with CI/CD, release management, environment strategy, testing automation, and operational readiness; tools such as Copado/Gearset/Jenkins/Git (any mix). 
• Security, risk, and compliance: experience designing with privacy/consent, role-based access, auditability, and regulated-data handling; strong partnership with InfoSec and Risk. 
• Financial/vendor management: estimating, budgeting/accruals/actuals, license cost management, and commercial governance including SOWs, POs, and supplier performance.

PHYSICAL POSITION REQUIREMENTS

Travel -10% 

Office attendance- 50% attendance or as per local HR policy 

 

 

Full time

 

 

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