Manager, Digital Customer Experience

Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices, we strive to create a positive UPM experience for all our employees around the world. We live by our values - trust and be trusted, achieve together, renew with courage. Join us in creating a future beyond fossils!

We are now looking for a Manager, Digital Customer Experience to join our UPM Pulp Team. This position can be located in either Helsinki, Finland or Wroclaw, Poland.

Greetings from your future manager

Come be a leader in the exciting digital transformation happening in UPM Pulp. You will help lead the continued development and implementation of our digital tools from our recently developed customer portal, APIs, AI and other solutions. As our industry is still in the early stages of this digital transformation, this role provides a great opportunity to make an impact internally and externally in the coming years. You'll be offered the chance to show your skills and knowledge to make an impact, across markets globally. The UPM Pulp team is a great team to work with and we look forward to hearing from you! - Mark Hatfield, Director Supply Chain Tools and Processes, UPM Pulp

What you will do

This role focuses on UPM Pulp customer experience by developing best-in-industry customer digital journey and improving our CRM solution.

You plan and implement series of efforts that build our customer interface in the digital world, including but not limited to our new customer portal. As a CRM solution owner, you'll work to expand the usage of our CRM through improved business processes and solution utilization, while making life easier on our end users. You'll work closely with a global team with various stakeholders including Customers, Sales and Customer Service along with the Supply Chain Tools and Processes team. In the coming years, you will work with various initiatives:

• Create customer digital journey program and help direct execution in conjunction with Sales and Supply Chain organization

• Support customer integration implementations via APIs, EDI, etc

• Define targets, metrics and drive adoption internally and with customers

• Nurture, build, lead organization to develop digital mindset

• Acts as Solution manager for our CRM application, Salesforce, working with the user organization to create and execute development roadmap

• Support and coordinate technology development with on time, on budget and high quality outcomes with IT suppliers and internal developers

• Act as data owner and support reporting needs for all CRM and customer portal content in reporting tools such as Power BI

• Work with other solution owners, IT members and business support to develop and optimize overall UPM Pulp solution landscape

• Contribute to the implementation of generative AI apps in various areas of UPM Pulp

Who you are

• You are an enthusiastic, engaging, self-driven and transformative leader with fluency working between the technology and business

• You have a great understanding of commercial functions & operations, and able to identify key opportunities to digitalize

• You have a relevant Master's degree or equivalent education

• You have demonstrated ability in driving change and leveraging technology to accelerate change and impact

• You are able to coordinate multiple priorities and are able to adapt to the changing demands of a dynamic business environment 

• You have well-developed collaboration and communication skills, both oral and written in English, and the ability to relate well with a wide range of colleagues and constituents

• You have good technical knowledge of key software applications such as Salesforce (Sales, Service, Marketing, Community cloud) and solid background in software technologies and development

• You have prior experience growing digitalization projects and customer integration

• You have familiarity and prior experience with AI, machine learning, predictive analytics, as well as motivation for impact and change

This is what we offer to you

• A meaningful job - We have an inspiring purpose 'We create a future beyond fossils.' Our work is impactful and transformative.

• A caring community - Our community is built on great team spirit and shared commitment. We care about each other and the well-being of our colleagues. We support the work-life balance of all our employees.

• Development opportunities - We offer you great opportunities to learn and grow throughout your career. We are an international, multi-business organization offering plenty of avenues for personal growth.

• Responsible employer - Sustainability is at the core of everything we do. We are committed to ambitious, science-based sustainability targets in all areas from climate change to biodiversity. We foster diversity and inclusivity, offering a work environment in which everyone can be themselves.

Learn about our Rewarding and our Ways of working
 

Additional information

For more information, please contact Mark Hatfield, Director, Supply Chain Tools & Processes, at [email protected] or tel. +17732305309 (US hours).

The position holder will report to Director, Supply Chain Tools & Processes.

Please apply and attach your CV and Cover Letter by September 30, 2024. Please notice that we will go through the applications already during the application period and may invite candidates for interviews already before the end of the application period.

For support with submitting your application, please contact the HR Service Center at [email protected] or tel. +358204146600.

A security background check may be performed for those selected to UPM positions, in accordance with the company recruitment guidelines and the Security Clearance Act 726/2014.

UPM is one of the world's leading producers of softwood, birch and eucalyptus pulps. We supply global customers in end use segments such as tissue, specialty, packaging and graphic papers, and board, through our own sales and technical service networks close to customers in the APAC region, Europe and North America. UPM Pulp operates five pulp mills - three in Finland and two in Uruguay - as well as eucalyptus plantations in Uruguay. We employ approximately 1,800 people. The annual production capacity of our mills is 5.8 million tonnes of pulp. Pulp business is part of the UPM Fibres Business Area which combines the integrated production of pulp, energy and sawn timber with a synergistic supply chain of wood raw materials. www.upmpulp.cpm

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