Ref. 5963

Digital Client Journey and Experience Manager

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Our client is a leading global Swiss industrial company, serving its international customers from its headquarters in Central Switzerland. Its success is based on technical innovation, design and digitalisation, particularly in the automation of manufacturing processes. Supported by a global service network, our client stands out for its innovative software solutions in the field of precision machinery. Today, our client employs well over 2,000 people worldwide. In addition to strong organic growth, strategic expansion through acquisitions is also being pursued.

How you can benefit from talking to us:

  • Salary comparison, current salary to market salary
  • Understanding your career options
  • Identification of development and promotion potential
  • 65% of candidates will be making a career move within the next 12 to 24 months

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Why is this position interesting for you?

 

Broad support in growth industries

  • Internationally, our client's customer segment includes the following growth industries: manufacturing, telecommunications, automotive and aerospace.

 

Coordinator & Communicator

  • In your role, you will bring together the best elements, make them visible to the customer along the value chain and improve the customer experience from the first contact through digital consulting via omnichannel to the service call.

 

C-Level – Technologiy – Marketing

  • As a link and translator, you are the person who gathers knowledge, coordinates it, visualises it and then successfully implements it in digital services in line with the strategy.

 

Internal Digital Agency

  • This is where you build the internal digital agency. From definition, strategy development, C-level alignment, international collaboration with sales & marketing, product management and development to recruiting your team.

 

Swiss HQ & Values

  • You will work in a Swiss company that operates internationally but lives and breathes Swiss values.

Main responsibilities and focus

  • Defining, leading and coordinating the digital customer and partner experience along the value chain, from pre-sales to post-sales and service management
  • Manage customer and partner requirements in the context of an omni-channel strategy
  • Vendor management, selection and governance of external service providers in the context of the digital customer and partner experience
  • Define and implement processes and governance across all platforms and systems, including data management
  • Define and implement governance including data consistency, quality and compliance

 

Requirements Profile

  • Minimum of 5 years' experience in digital customer and partner journey & experience
  • Agency experience with industrial clients or experience in a similar area within the industry
  • Experience of leading project teams in matrix organisations with multiple departments and/or external service providers
  • Comfortable working at all levels, from C-level to production
  • Interest and affinity for mechanical engineering, automation, robotics, software development, IoT and Industry 4.0
  • Fluent in German and English

 

Conditions

  • Workplace: Central Switzerland (40 minutes from Zurich main station)
  • Attractive package in a state-of-the-art environment
  • Flexible work from home (2 days per week)

 

Positioning of our client

  • Global market leader in its segment, with sales in excess of CHF 400 million
  • Innovation leader in mechanical engineering and software solutions

 

Role, function and supervisor

  • Position: Manager/Head Digital Client & Partner Experience
  • Reports to: Head of Digital Services and Digital Client Experience

Application & Contact

Erik Wirz
Erik Wirz
Managing Partner
wirz phone +41 44 515 02 60 wirz email erik.wirz@w-gruppe.com

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Recruitment Process

In an initial conversation, we will give you a detailed insight into the role, the company, the culture and your development opportunities.

After an initial conversation with the partner (headhunter), you will receive further information about the role and our client's expectations. If you are interested, please send us your documents. Wirz & Partners will draw up a longlist which will be discussed with the client. From this longlist, 4-6 candidates are selected for the shortlist.

 

Time until feedback: 2-3 weeks

If you make it to the shortlist, you will move on to the next round. During the interview with Wirz & Partners, we will get to know you professionally and personally. You will receive additional information about the client, the offering, the services, the team and the KPIs. Based on all interviews and documents, we prepare a complete dossier on you for the client, including an executive summary. These documents form the basis of the structured interview process with the client. We prepare you for the interview.

 

Duration until the interview with the client: Up to 2 weeks

The first meeting with the client is about getting to know each other on an equal footing, getting to know the people and the culture. This takes place in person at the client's location and usually lasts around an hour.

The second interview focuses on professional competencies and leadership issues. You will get to know the team, the strategy and the operational goals.

You will then receive a salary proposal and an overview of the overall offer.

 

Duration until feedback: 1-2 weeks

A de-briefing with you and the client takes place after the final meeting.

We help you negotiate the contract and clarify further details. The contract is drafted and we support the onboarding process with the client.

 

Duration until feedback: Up to 1 week

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