Director, Customer & Digital Experience

Description

The Director, Customer and Digital Experience will lead a critical new function that will drive a brand-new way to work, transact and partner across Ingram Micro.  

You will create, design, and deliver an industry leading customer, vendor, and associate experience through both traditional sales quote to order processes and in helping to drive the adoption and business outcomes with new digital platforms for our associates, customers, and vendors.

This role will work closely with the sales leaders & teams and the local/regional/global teams to ensure the Ingram Micro’s customer experience is the best in the industry.

Direct responsibilities will include the ANZ Customer Experience & Sales Operations teams, digital platform teams including the employee, customer, and vendor platforms and the program management office of business analyst and project & change managers.

You will own the experience locally, ensuring high quality solution delivery, driving solutions to grow service offering and transactions through the digital platforms to differentiate Ingram Micro from the competitors in the market.

You will be responsible for:

• Proactively identifying and driving improvement of key processes to best support organisational priorities, revenue growth and strategic priorities across the pillars of Customer Experience, Business Transformation, Vendor Experience and Product Design.
• Designing a Customer Experience to create a personalised reseller journey through digitising and optimising the reseller & end-user processes for an enhanced reseller experience on the platform and ultimately also for the end-user.
• Collaborating with the global solution design team to create local features and offerings for product solutions.
• Proactively use data insights and business analyst to identify and drive process improvement to deliver an enhanced associate and customer experience, while also driving efficiencies in the business.

You will bring:

• Experience in the delivery of operational processes and business transformation in a global organisation at a large enterprise scale.
• Track record of managing multiple large-scale projects digitising and optimising the reseller & end-user processes.
• Passionate about CX, EX and DX you have the ability and drive to create new concepts to effectively socialise campaign objectives, business benefits, new capabilities, and channel execution strategies.
• Strong project management skills with proven expertise on delivering initiatives on time and on budget, with responsibility to also track and drive for expected outcomes (ROI) from the projects/initiatives
• Demonstrated experience defining and refining overall roadmaps, milestones, and delivery timing. Strong partnering effectively cross-functionally to deliver against the business plans and digital goals established for supported products and create cross disciplined teams.
  

We are Ingram Micro:

It is no surprise that technology powers the planet. But what might surprise you is that Ingram Micro can reach more than 90% of the global population.

By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world. 

 What is in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you are unlikely to find anywhere else.

 Let’s shape tomorrow.

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