IT Director - Customer Experience

IT Director – Customer Experience

Summary Statement: The IT Director of Customer Experience collaborates with Marketing and Sales leaders and stakeholders to define and implement digital business transformation programs. The role is focused on identifying pragmatic business outcomes in support of establishing and refining a digital roadmap yielding high-value results. Related technology selection, project execution, and management of IT resources (internal and external team members, budgets, and vendors) are integral to the role. The role is ultimately accountable for ensuring that Pregis’ CRM, CPQ, CMS, Mobile Applications, Data Analysis tools, and other applications supporting the core marketing and sales functions add value and fuel innovation and growth. The IT Director of Customer Experience is a technology steward that ensures appropriate value is harvested from key technology investments and will be a key member of the IT leadership team and will report to the Vice President and CIO.

Representative Duties:

• Partner with marketing and sales stakeholders to develop strategic goals and objectives that drive measurable results
• Translate business transformational needs (digital strategy, etc.) into executable projects while working closely with Business and IT Leaders
• Build project plans, create and run portfolio management efforts, and work to become a trusted advisor to business stakeholders
• Manage specific projects of the portfolio, oversee the quality of projects across the portfolio, and resolve project dependencies within the portfolio
• Lead requirements gathering efforts based on digital transform needs and help translate requirements into technology based solutions
• Recommend and implement improvements to existing applications policies and procedures and institutionalize modern “digital” practices
• Support change management and training program to ensure application solutions are adopted and leveraged post implementation
• Build effective relationships across the business with Business Process Owners and Leaders to deliver value added improvements

Requirements and Experience:

• Bachelor’s degree in business, engineering, computer science or related field
• 10-12 years of progressive and relevant IT leadership practice
• Minimum of 7 years of leadership experience with ERP and sales enablement software
• Significant exposure to key enterprise software platforms including ERP, CRM, Content Management, Mobile Application, and Data Analysis tools
• Demonstrated program and project management skills, including large-scale technology deployments across multiple internal and external stakeholder groups
• Excellent written and verbal communication skills, interpersonal and collaborative skills, and the ability to communicate technology-related concepts to technical and nontechnical audiences
• Strong analytical skills, the ability to manage multiple projects under strict timelines, as well as the ability to work well in a demanding, dynamic environment and meet overall objectives
• High level of personal integrity, as well as professional judgement, and the ability to show an appropriate level of maturity
• Proven ability to make decisions without formal authority and the ability to meet schedules and/or resolve problems
• Track record and experience in supporting the adoption of global processes and systems
• Experience leading organizations through technology-driven transformational change
• Effective problem solving skills and various requirements gathering techniques
• Strong business acumen within manufacturing and operations functional areas
• Ability to travel occasionally if required
• Overtime if project deadlines dictate

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