Director - Digital Customer Experience

#CABR04749

Locatie

Rotterdam

Contactpersoon

Berto van Rens

Director - Digital Customer Experience

Role overview

The Director of Digital Customer Experience is responsible for defining and driving all new developments as LKQ Europe moves towards an updated digital customer ecosystem for B2B (workshop customers) and B2C (drivers and vehicle owners)in the automotive aftermarket across Europe. The role is also responsible for coordinating existing activities and solutions across key regions and will manage the transformation from legacy system into a new pan European enterprise solution.


The position reports into the Chief Commercial Officer for LKQ Europe.

Key Responsibilities

Strategy

  • Defining a holistic strategy and high-level roadmap for our current digital portfolio
  • Translating the digital strategy into clear priorities and guidance for digital channel and product teams
  • Allocating resources and budget to channels and products
  • Providing input into the digital innovation roadmap.

Centralization of digital activities

  • Defining the roadmap and overseeing the execution of the centralization of regional/local digital activities (moving towards one platform)
  • Aligning a centralized roadmap with key stakeholders (incl. regional CEOs, regional Digital Customer Experience and IT)
  • Approving investments of regional Digital Customer
  • Experience teams.

Managing all digital developments

  • Managing all digital activities (reporting to the executive team, guidance and lead for own team of Product and Product Managers, as well as IT team for Customer Applications and program and project managers in PMO)

Coordinating collection of customer needs

  • Coordinating the co-operation between European Digital
  • Product Managers and channel teams, marketing and
  • Strategy & Innovation teams.

Go to market

  • Developing and monitoring go to market/launch programs and operating support with regions across different solutions.

Managing Teams

  • Recruiting and retaining high quality colleagues
  • Developing, coaching and mentoring teams
  • Defining a clear succession plan and career model.

Key Stakeholders

  • CCO LKQ Europe (direct report)
  • Regional CEOs
  • European head of IT
  • European channel leads
  • Regional Customer Experience and IT teams
  • Key interface functions: Marketing, Strategy & Innovation, IT.

Key and desired skills

  • Experience in interaction with C-Level
  • Strong expertise in digital strategy and digital product management
  • Demonstrable senior management experience of planning and delivering large scale digital change initiatives
  • Preferably: experience in the automotive aftermarket or a large-scale distributor / retailer business
  • Ability to influence matrix reports

Our client LKQ Europe

LKQ Europe GmbH, with its head office in Zug, Switzerland, a subsidiary of LKQ Corporation, is the leading distributor of automotive aftermarket parts for cars, commercial vans and industrial vehicles in Europe. The group includes Euro Car Parts, Fource, RHIAG Group, Elit, Auto Kelly, and STAHLGRUBER Group, as well as recycling specialist, Atracco. LKQ also holds a minority interest in Mekonomen Group.

LKQ Europe currently employs approximately 26,000 people in over 20 European countries with a network of 1,000 branches and more than $5.49 billion in revenue in 2020. The organization supplies around 100,000 independent workshops in over 20 countries.

Publish date

12.11.2021