Customer Experience (CX) Strategy Manager

Job Field: MARK - Marketing
Location: Research Triangle Park, NC, US
Company: BASF Corporation
Job Type: Standard
Job ID: EN_US_1704192

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, age, citizenship, color, religion, sex, marital status, national origin, disability status, gender identity or expression, protected veteran status, or any other characteristic protected by law.

Description

At BASF, we create chemistry through the power of connected minds. By balancing economic success with environmental protection and social responsibility, we are building a more sustainable future through chemistry. As the world’s leading chemical company, we help our customers in nearly every industry meet the current and future needs of society through science and innovation. We provide a challenging and rewarding work environment and are always working to form the best team—especially from within, through an emphasis on lifelong learning and development. We are constantly striving to become an even better place to work. BASF has been recognized by Forbes Magazine as one of America’s Best Employers in 2016. Come join us on our journey to create solutions for a sustainable future! Where the Chemistry Happens… We are looking for a motivated Customer Experience (CX) Strategy Manager to join our Agricultural Solutions Division in North America (APN), based out of our Research and Development (R&D) facility in Research Triangle Park, NC. Customer Experience (CX) Strategy Manager (1704192) – Research Triangle Park, NC As a Customer Experience (CX) Strategy Manager, you will coordinate across three business units (US Crop, Canada, Pest & Specialty Solutions (P&SS)) to align activities around prioritized customer segments and experience design initiatives. You will also lead activities to maturity, and embed the competency of customer understanding in the business unit processes. You will be the knowledge-leader for journey mapping, qualitative touchpoint analysis, and quantitative prioritization of experiences. In addition, you will work across the business units to bring independent approaches together into a consistent and synergistic communication process. You will align suppliers, content channels (retailer brick & mortar, Web, Social, direct, etc.) policies and a technical platform for managing communications, delivering on your omni-channel content strategy. Formula for Success: You Will…

• Liaise between AP Global and APN to deliver and enable the business units with a digital asset management platform
• Work closely with the APN Customer Experience Management (CXM) team, the US Crop, Canada and Pest & Specialty Solutions (P&SS) CXM teams, as well as Communications teams, Marketing, IT, and Third-party Providers
• Understand the channel, the customer, and the integration required through the channel to effectively engage customers
• Work closely with business leadership to create and implement a comprehensive internal change management strategy to support the company’s ‘Customer-First’ business imperative

This role is largely strategic, but requires demonstrated ability to execute. Your success will be measured based on your ability to strategically develop a cohesive and synergistic strategy, your ability to influence effectively, negotiating alignment across businesses and your delivery of processes and tools that deliver marketing ROI in an omni-channel environment. As Customer Experience (CX) Strategy Manager, your Leadership Core responsibilities will include…

• Coach and develop team members to reach their full potential
• Support development assignments and movement of talent across units
• Motivate and challenge to drive high performance
• Commit to "hiring the best" internally and externally
• Create an inclusive environment which embraces and derives value from diversity
• Execute performance and career development discussions
• Role model and enable development of competencies in others needed to implement BASF's strategy
• Establish and support a safety culture in which all accidents are preventable

For further information on Agricultural Products with BASF, please select: BASF: Create Chemistry with the Agricultural Products Division Create Your Own Chemistry: What We Offer You… Adding value to our customers begins with adding value to you. You@BASF is the suite of benefits, perks, programs and unique opportunities we offer to support you—the whole you—in all stages of your life and career. With you@BASF, you create your own chemistry. The total rewards that you receive as a BASF employee go way beyond a paycheck. From competitive health and insurance plans, to robust retirement benefits that include company-matching contributions, to making sure you never stop learning, we believe investing in you is investing in our success. Working for a large, global organization, you’ll have a chance to grow professionally and personally, expand your network and build a rewarding and dynamic career. BASFRS

Qualifications - BASF recognizes institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent

Leadership Expectations: As a leader at BASF, you will play a key role in creating value for the company through people. Our top candidate will be expected to enable greater personal success among our employees through quality people development, coaching, and performance management. Leaders at BASF are role models to help employees develop the competencies needed to implement BASF's strategy. Our expectation is that leaders will coach and develop team members to reach their full potential, and support relevant development assignments, opportunities and moves while motivating and challenging employees to drive high performance. Our leaders must be committed to "hiring the best" internally and externally at the same time they are creating an inclusive environment which embraces and derives value from diversity. Finally, a leader at BASF must establish and support our safety culture in which all accidents are preventable. Ingredients for Success: What We Look For in You… To be considered for this role, you should have experience qualitatively evaluating experiences and quantitatively prioritizing plans for action. You should be a highly skilled communicator, a highly effective influencer, a well-trained coach, and highly empathetic with colleagues, channel partners and customers. You must have experience providing strategic guidance and direction to ensure the business communication structure needs are met, and to enable the go-to-market strategy as defined by the business units.

• BS/BA Degree
• 3+ years of experience developing customer segmentation, customer journey map analysis, and prioritization of experience design initiatives
• Experience leading strategy development
• Experience with communications, digital marketing, digital personalization and/or sales enablement solutions
• Experience leading/supervising people

We Also Look For…

• BS/BA, or higher level, Degree in Business, Communications, Marketing/Integrated Digital Marketing, or Related Field
• MBA
• Certified Customer Experience Professional
• Experience leading and implementing omni-channel communication processes and platforms
• Experience working directly with the retail/distributor channel or customer

Nearest Major Market: Durham
Nearest Secondary Market: Raleigh
Job Segment: Change Management, Manager, Performance Management, MBA, Management, Human Resources