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Vice President, Marketing, Customer Experience

Date: May 13, 2021

Location: Madison, IN, US, 47250

Company: Dover Corporation

Part of Dover Corporation’s Engineered Systems segment, Vehicle Service Group (VSG) is a strong, diverse and dynamic global leader in the vehicle service industry. VSG comprises 13 major vehicle lifting, wheel service, diagnostic and collision repair brands: Rotary Lift®, Chief®, Forward®, Direct-Lift®, Ravaglioli, Hanmecson®, Revolution®, Elektron, Blitz, Nogra, Butler, Space and Sirio.

POSITION TITLE: Vice President, Customer Experience & Digital

 

SUMMARY: The Vice President, Marketing, Customer Experience & Digital will lead the design, development and implementation of digital and customer facing platforms to transform our Customer Experience capabilities. You will oversee eCommerce, Marketing and Customer Care platforms that should deliver exceptional customer experiences at all touch points across the customer journey. Working closely with Business Partners, IT Partners and 3rd Party providers you will build the Strategic Roadmap for our technical platforms to anticipate and exceed customer expectations. 

 

COMPANY OVERVIEW:  Dover’s Vehicle Service Group is the global leader in designing and manufacturing vehicle service, collision and automotive OEM equipment. It is one of the founding companies of Dover Corporation, an eight billion dollar diversified global manufacturer. VSG consists of fifteen leading vehicle lifting brands (Rotary, Forward, Blitz, Ravaglioli etc.), collision repair (Chief), wheel services, diagnostics (Butler, Rotary, Chief and Ravaglioli) and tier-one automotive brands (WARN Automotive) with operations worldwide, including regional business operation centers and large manufacturing facilities in the U.S., Europe and Asia.

 

RESPONSIBILITIES:

  • Assist in transitioning an internally focused business with strong Brand and Product reputation to that of a customer centric organization focused on delivering broader service and experiences customers will pay for. 
  • Develop and lead Voice of the Customer programs and insights, managing and scaling our support teams, and working closely with Product Management, Engineering, Sales, IT, Dover Central functions, and management to continuously improve the customer experience.
  • Evaluate technology partners that will help build out a robust eCommerce offering, and ensure the successful onboarding of this technology
  • Understand and nurture Brand reputations, including strong got to market strategies, supported by marketing content that retains and delivers the Company’s leadership position and vision to grow in key markets.
  • Organize the business and functions to provide world class Customer Experiences for our most valuable and growable customers including a more integrated experience and lower overall cost to serve.
  • Establish KPIs to measure achievement of objectives across the organization, especially in the use of digital tools, marketing effectiveness, customer engagement, and conversion.
  • Through Marketing and Brand management ensure VSG and associated Brands are highly regarded in the market and garner the admiration and commitment of our customers and users.

 

CRITICAL OBJECTIVES NEXT 2-3 YEARS

  • Develop and execute on VSG’s customer experience strategy including design, development and implementation of digital and customer facing platforms and business processes.  
  • Organize VSG America’s Marketing, Customer Service, and Digital teams to support business objectives and deliver world class results.  Including addition of key talent and resources where needed.

 

OVERALL QUALIFICATIONS – Skills and Experience

  • Master’s degree in applicable field of study
  • Minimum 10 years experience in related roles supporting premium brands
  • Self-motivated work ethic with a strong sense of urgency
  • Demonstrated transformational leadership experience
  • Extensive experience with digital and customer facing platforms
  • Confident presentation and public speaking skills
  • Strong content development skills including articles, decks, POVs
  • Excellent verbal and written communication skills
  • Ability to build positive relationships at all levels of the organization
  • Strong business acumen; strategic and analytic thinker
  • Ability and willingness to travel

 

KEY DOVER COMPETENCIES:  

  • Builds and Manages Collaborative Relationships: Establishes and nurtures numerous relationships within VSG and Dover. Takes action to partner with the communities in which we operate and to be an appropriate corporate citizen.
  • Change Leadership: Aligns an organization and its people to drive for improvement and adopt new, challenging directions. Energizes a whole organization to want to change in the same direction. Influences others in a mature and empowering manner.
  • Motivates and Inspires: Creates an environment that stimulates others to follow. Builds teams that fully use individuals’ capabilities, creating results beyond just the sum of the parts.
  • Self-Awareness and Personal Development: Role models a personal leadership style that includes self-awareness; accepts feedback, understands and maximizes strengths while working to overcome weaknesses.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: Americas : United States : Indiana : Jeffersonville || Americas : United States : Indiana : Madison || Americas : United States : Michigan : Livonia || Americas : United States : Ohio : Cincinnati || Americas : United States : Oregon : Milwaukie || Americas : United States : Oregon : Portland

Sub Division : VSG NSA

Job Requisition ID : 36205


Nearest Major Market: Bloomington Indiana
Nearest Secondary Market: Seymour

Job Segment: Engineer, Executive, VP, Marketing, Engineering, Management, Customer Service