Director-Digital Marketing and Customer Experience

Date: Jun 2, 2022

Location: Oakbrook Terrace, US, 60181

Company: Dover Corporation

Headquartered near Chicago, IL, USA, our global operations and channel-partner network cover more than 100 countries with operating facilities in North America, Europe, Australia and Asia. From north to south, and all points in between, PSG technologies play a major role in meeting the world's most critical product-transfer needs.

As a global company, we pride ourselves on our manufacturing capabilities, worldwide support and financial strength to provide safe, reliable, high-quality and valued solutions. We strive to maintain our reputation as the company that can solve the world’s toughest pumping-application and flow-control challenges by providing localized expertise, support facilities and a best-in-class channel partner network around the globe. As the PSG global footprint continues to expand, we will continue to develop and customize products that require regional considerations.

Our most important resource is our people, their intellectual capital and the significant potential that they bring to our organization. Our dedication to our customers, channel partners and the markets we serve provides us the opportunity to discover, create and innovate new products and processes that will exceed and enhance our value proposition. PSG is committed to hiring the best fluid- and material-handling experts in our industry.

 

Dover is a diversified global manufacturer with annual revenue of approximately $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions, and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to Redefine What’s Possible. Dover is headquartered in Downers Grove, Illinois, near Chicago. For more information, please see dovercorporation.com.

Position Summary

The Director of Digital Marketing and Customer Experience will lead the design of Voice of the Customer, strategy development, project scoping, and business case development of digital and customer facing platforms to transform our Customer Experience capabilities. You will be responsible and accountable for several KPI’s regarding the performance of PSG’s 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. 

 

Essential Duties and 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, Customer Service, 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 beyond the current Wilden web store and ensure the successful onboarding of this technology.
  • Understand and nurture Brand reputations, including strong go-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 PSG and associated Brands are highly regarded in the market and garner the admiration and commitment of our customers and users.
 
 
 

 Qualifications/Requirements:

  • 10+ years of progressive responsibility managing global B2B marketing teams and partner agencies in a high-mix, complex manufacturing environment
  • Demonstrated success establishing integrated marketing strategies and tactics
  • Extensive experience with digital and customer facing platforms
  • Established reputation for planning, metric development, analysis, and project management
  • Skilled in brand advocacy and influencing change
  • Excellent written and communication skills
  • Strong analytical and critical thinking skills
  • Willingness to travel up to 25% of a given month, but overall travel is ~ 15%
     
    Preferred, but not required, Job Qualifications:
  • MBA
  • Experience marketing direct and through distribution partners
  • Experience marketing engineered products to diverse market segments
     

     

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.


Nearest Major Market: Chicago

Job Segment: Marketing MBA, Marketing Manager, Brand Manager, Branding, Marketing, Customer Service