JOB PURPOSE:

To support enterprise wide information technology, marketing and commercial strategy and execution globally for customer and dealer facing digital experience applications, inclusive of information services and technology infrastructure. Support aspects of the global enterprise digital marketing, sales, product support platforms and processes for Caterpillar and Dealers to support both business and operational aspects of account, contact, lead, and opportunity management.

JOB DUTIES:

This position supervises a team that aligns and executes with the strategic direction, tool/platform selection, development and management, process management and governance, best practice creation and documentation, measurement and analytics, and supporting integration with other online platforms to ensure proper customer journeys and experience in the Caterpillar digital space.

This position supervises a team of project managers, business analysts, applications & technical architects, software developers and/or  suppliers who create and manage,Salesforce and MS Dynamics CRM platforms, tools, processes and related services: which provide enablement (how) and accessibility (self-serve) on appropriate eBusiness tools, processes and templates to both internal (BUs & DSDs) and external partners (dealers and marketing partners) in order to effectively and quickly execute and measure marketing efforts and is responsible for conveying a consistent brand image that attracts customers and drives sales of parts, work tools, solutions, or prime product on the Web.

Responsibilities include supervising the staff and projects related to developing business and technical solutions and implementing common operating procedures to provide process functionality and the requisite infrastructure to enable effective, efficient, economical services. Directs implementation of hardware and software infrastructure components to maximize common process and minimize costs by efficiently controlling the infrastructure environment.

The position supports the Digital strategy, software factory, and external facing Cat Customer Portal/Hub.

Incumbent recognizes the service requirements/needs of dealers and customers, corporate and business unit goals, and gives input to leadership in formulating global concepts, strategies and plans to deliver service solutions.

Typical internal customers include various contacts throughout Caterpillar worldwide and its subsidiaries.

External contacts include various customers, dealers, and vendors throughout worldwide markets. The position is challenged to carefully evaluate problems and provide input into a large number of possible solutions before selecting one option. Problems may be complex and can require the incumbent to develop and monetize new solutions. The incumbent follows general policies and guidelines for projects under his/her control to ensure specific, management goals are met and desired results are achieved. Impacts key quality goals including Customer Satisfaction, Continuous Improvement, and Reoccurring

Revenue, Timeliness, Accuracy, Efficiency, Cost Savings, Process Quality, etc.

The position supervises a work unit of primarily management/professional employees where some review of subordinate work is required as well as training, development and mentoring. The position is responsible for all personnel issues and performance evaluation of subordinates, as well as overall employee satisfaction for the division.