Zumtobel Group

Head of Customer Experience Management (m/f/x)

Dornbirn
Feste Anstellung
Vollzeit

At, Dornbirn

The Zumtobel Group is an international lighting group and a leading supplier of innovative lighting solutions, lighting components and associated services. With its core brands, Zumtobel, Thorn and Tridonic, the Group offers its customers around the world a comprehensive portfolio of products and services.

Your job

As Head of Customer Experience Management (CEM) you will be responsible for developing and realizing a seamless experience for our customers. You will ensure a holistic brand experience along all customer touchpoints and will bring a new momentum to our existing Light Centers by establishing new contents and concepts. Last but not least your team will train customers and employees on our products and portfolio.

As a visionary marketing expert you will enjoy to design a consistent customer experience for our brands Zumtobel and Thorn from print to digital and by contributing with your knowledge to an optimised customer contact at trade fairs, events, in our light forum or in trainings.
In order to meet the needs of our customers you will analyse and review empathy maps and the customer journey on a regular basis and further develop, new conceptions and manage our partner programs.
You will enhance our customer experience by developing our well established showrooms “Light Centers” to the next level and install a CAMPUS concept. With this you will turn our Light Center at our headquarters in Dornbirn into a centre for Co-Creation, open not only for our employees but also for partners, customers and the public. Furthermore you will define the content and the concept for planned customer events in all global light centres.
In the future you will roll-out the CAMPUS concept to other Light Centers around the world and constantly develop and improve it. For example by finding opportunities for the partial commercialization of the co-creation area as well as a cooperation concept for internal and external knowledge transfer.
You will convince us with a concept for a digital Light Center which will bring the experience of professional lighting to life digitally for our customers.
Additionally you will be responsible for training courses and sessions for our employees and customers. You and your team will pass on the knowledge and passion for our products.
You define the transformation strategy for merging the areas of CEM and digital lighting forum concepts, ensure the global roll out of the concept and further develop the CAMPUS concept including a detailed business plan.
You will lead a team of 25 employees both at our headquarter in Dornbirn and in the countries. Due to your modern entrepreneurial mind set, you are able to successfully lead, develop and motivate your employees and colleagues locally, decentralized and remotely.

Your profile

You have already gained extensive professional experience (10 years+) in CEM and digital marketing in the B2B market, preferably in the field of electrical appliances or capital goods.
You are an authentic and experienced leader (5 years+), and with your enthusiasm, good arguments and empathy, you take your team members and stakeholders along with you in the change process.
You will have a proven track record in creating and developing customer journey experiences and empathy maps as well as in designing a digital world of experience.
You will be well acquainted with the conception of knowledge offers such as webinars, workshops, talks or similar. Furthermore, you have an in-depth understanding in defining and developing a brand ecosystem and are familiar with process management, strategy, lean and marketing instruments.
Your working style is characterized by your analytical and conceptual thinking skills and your strong commercial and entrepreneurial mind set.
You are a visionary who enjoys digitalisation and would like to make a difference together with us. As a dialog oriented manager you know how to orient an organization in change, to lead and to convey clear images and goals.
With your excellent knowledge of German and English, you will communicate confidently with national and international colleagues and partners. A third language is a plus. Furthermore, you enjoy travelling and supporting our light centres in various countries.

Our offer

Enlightening your career
We curiously discover new fields of work together, our mentoring program is meant to support you to fully develop your skills and potentials.

International perspective
Be part of a network of creativity and high-tech and contribute to an ecosystem that enables you to realize your potential within multinational, intercultural teams.

Work-Life-Balance
Your best individual work-life balance will vary over time, often on a daily basis, this is why we offer flexible working-models and sabbatical options for our employees.

Open-minded and respectful culture
Working for the ZG means to be a part of an open-minded and passionate culture based on the spirit of the company’s founder Dr. Walter Zumtobel.

Legally binding notice:
Based on the minimum salary stipulated in the collective agreement of € 68.726,56 /p.a. (for a 38,50-hour working week), the actual salary for this position is based on professional qualifications and experience.

Contact

Applications to
Anja Maria Laengle
T +43 664 80892 3353

At the Zumtobel Group, we not only understand the power of the visible, but also the invisible. Like light itself, diversity cannot be grasped but it can be perceived. We appreciate the uniqueness of each individual and recognise it as a driver of innovation. Qualified applicants will receive consideration without regard to e.g.: race, colour, sex, religion, age, sexual orientation, gender identity/expression, or disability.