Head of Digital Customer Platforms - Americas

HOW YOU WILL MAKE AN IMPACT The Head of Digital Customer Platforms AMER leads the strategy, portfolio, implementation, ownership, operation, and continuous evolution of customer-focused digital platforms across Business Area Americas. The role translates customer, market, and business needs into scalable digital capabilities that enhance customer experience, strengthen commercial effectiveness, and support sustainable business growth across all product segments and sales channels. The position owns the regional customer platform portfolio and roadmap, including capabilities such as customer engagement (CRM Salesforce), B2B eCommerce (e.g. ContiLink), fleet and retread solutions, B2B websites, billing and self-service platforms, and marketing automation. The portfolio is expected to evolve over time in line with business priorities, customer needs, technology developments, and organizational strategy. This role drives adoption, operational excellence, and value-realization transparency while Sales and business leaders retain accountability for commercial results.   Customer Platform Strategy, Portfolio, Roadmap and Budget • Own and maintain the BA Americas customer platform strategy, portfolio, roadmap, capability priorities, and budget planning. • Establish transparent demand intake, evaluation, prioritization, and portfolio reporting across markets and functions. • Prioritize initiatives based on customer and business value, strategic relevance, feasibility, scalability, risk, dependencies, and delivery capacity Product and Platform Ownership • Provide business ownership and direction for the customer-focused platform portfolio, including Salesforce/CRM. • Own business requirements, capability priorities, enhancement backlogs, release expectations, adoption objectives, and lifecycle plans Stakeholder and Market Engagement • Partner with Market and Sales Leadership, Marketing, Local Market Key Users, Fleet Solutions, and Technical Customer Service organizations. • Understand customer journeys, pain points, market requirements, and commercial capability needs across all product segments and channels. Team Leadership and People Development • Lead and develop a multidisciplinary regional team covering Customer Engagement, project management, billing systems, fleet solutions, and cross-platform customer-solution capabilities. • Establish clear responsibilities, collaboration models, objectives, development plans, succession coverage, and performance expectations. • Build strong product management, customer experience, process, platform, project delivery, support, and key-user capabilities. Platform Operations and Vendor Management • Ensure effective business support and stable productive operations together with IT and technical platform owners. • Define support models, responsibilities, service expectations, escalation paths, release processes, and handovers. • Use central and regional key-user capabilities to support users, coordinate issues, enable testing, maintain documentation, and drive adoption.   SG 13 #LI-Hybrid WHAT YOU BRING TO THE ROLE   • Bachelor’s degree in Business Administration, Marketing, Digital Business, Business Information, Computer Science, Engineering, or related field • 10+ years of professional experience in customer platforms, CRM, eCommerce, digital products, customer experience, sales enablement, digital transformation, or related commercial digital fields • 2+ years of leadership experience, experience leading people and geographically dispersed, cross-functional teams in an international matrix organization • Demonstrated track record of leading complex platform or digital initiatives from strategy and requirements through implementation, rollout, adoption, operations, and contin