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Digital Experience Manager - Telematics 9/20/2017

Concentrix Irvine, CA

Company
Concentrix
Location
Irvine, CA
AJE Ref #
579564396
Job Classification
Full Time
Job Type
Regular
Company Ref #
CNX00044703
Experience
Mid-Career (2 - 15 years)
Education
Bachelors Degree

JOB DESCRIPTION

APPLY
Digital Experience Manager - Telematics This position will take the role of a Digital Experience Manager supporting a major automobile client and reports to the Connected Car Organization, a Telematics based vehicle support program. It will entail the creation of frameworks, proposals, and roadmaps to support a customer centric experience and owners marketing program. Will be a looked as product support specialist with managing program launch and value added services.

MAJOR RESPONSIBILITY

Outline current customer touch points and missing touchpoints that are needed to create a customer centric product
Identify needed marketing and processes needed to support additional touch points and customer engagements
Outline customer journey, use cases, and needed improvements
Identify owners marketing opportunities including digital marketing strategies
Benchmark owners marketing programs offered by other automotive OEMs and onboard support systems in automotive markets
Develop frameworks, roadmaps, and proposals to bridge gap in customer touch points, Telematics systems and processes, and owners marketing program

PERSONALLY PERFORMED DUTIES

Interview stakeholders across departments to analyze current process and
procedures and digital marketing systems
Design and present frameworks, roadmaps, and proposals to various department heads
Will be responsible for automotive customer journeys / holistic ownership experience, identify use cases, and perform gap analyses
Manage and present status updates / progress reports to supervisor including recommendations based on benchmarks and market trends
Constantly study automotive or related market trends in telematics and customer expectations with subscription services

JOB REQUIREMENTS

EDUCATION:
Bachelor of Science in a technical or business field, and related work experience
is required
Masters Degree or PMP is a plus

OVERALL RELATED EXPERIENCE:
Minimum 5 years of experience in Automotive Customer Support or Program Management

DIRECTLY RELATED EXPERIENCE:
Automotive Dealership and Vertical Market expertise
Telematics product knowledge or exposure
Digital Marketing and Owners marketing
Product launch
Framework authoring
Proposal and or Roadmap authoring
Stakeholder management and Customer relationship management (CRM)
Customer journey mapping

COMPETENCIES

CUSTOMER FOCUSED
Understands the customers point of view and expectations
Does not allow complicated requirements, support systems, or processes obscure focus on the customer

MARKET UNDERSTANDING
Specializes in automotive industry with telematics a plus, and owners marketing including Digital marketing
Familiarity with auto dealership and/or subscription product services - vehicle onboard support systems, online radio, etc


SKILLS
Able to understand verbal communication, clarify needed details, and conceptualize telematics systems and processes
Proactive in creating comprehensive list of activities, realistic schedule, and accurate estimates
Responsible to draft reports, proposals, roadmaps, and frameworks
Experience to manage multiple stakeholders and personality types in a customer service focus
Strong communication skills
Travel and extended hours maybe required but flexible
US-CA-Irvine
US-IRV-IRMMS-01 (776)
9830 Irvine Center Drive
Irvine, 92618

9830 Irvine Center Drive