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Vice President of CX Innovation & Digitization (Frankfurt base)

Job description

Vice President - CX Innovation & Digitization (Frankfurt base)

My client is a world-renowned car manufacturer with operations worldwide and they are looking for VP - CX Innovation & Digitization to join their team in their Frankfurt office. Your expertise in developing streamlined customer journeys, defining data governance frameworks, overseeing and standardizing CX innovation and digitization initiatives would be key in driving seamless customer experience across the European markets.

Your responsibilities will include:

  • Strategic Roadmap Development: Collaborate with the President to devise a long-term strategic roadmap considering external factors and budgets, ensuring efficient operational implementation.
  • Digital Ecosystem Definition: Define a digital ecosystem for a streamlined customer journey in coordination with IT, ensuring technical feasibility and alignment with global IT constraints.
  • Strategy Implementation: Develop and implement strategies within the global and regional framework, focusing on integrating digital initiatives and enhancing customer interactions.
  • Digital Initiative Standardization: Identify and prioritize digital initiatives for standardization in the region to expedite deployment.
  • Data Governance Framework: Establish an enterprise-wide data governance framework to improve data quality and safeguard sensitive data.
  • CX Innovation Oversight: Supervise all CX innovation initiatives and related IT functions to ensure a seamless digital customer experience.
  • Team Leadership: Provide direction and support to team members, fostering a culture of trust and teamwork, while also focusing on talent development and succession planning.
  • Budget Management: Lead budget management within the agreed framework to ensure financial efficiency.
  • Policy and Process Development: Lead the development and implementation of policies and processes in the area of functional expertise to drive integration and standardization of the customer journey.
  • Legal and Compliance: Ensure adherence to legal and compliance obligations.
  • Collaboration: Foster cooperation with headquarters and subsidiaries, ensuring shared planning and understanding.
  • Stakeholder Communication: Ensure acceptance of approved plans across stakeholders through effective communication and change management initiatives.

Key Requirements

  • Possess a graduate degree in Marketing, Business Administration or other relevant areas.
  • At least 15 years of experience in the areas of CX innovation and customer engagement, with at least 3 years of experience in a leadership role.
  • Good mix of commercial CX and technical knowledge to be able to oversee projects for CX digitization.
  • Able to review and analyse customer data from both online and offline channels to develop and implement seamless CX strategies to boost customer experience and engagement across European markets.
  • CX innovation experience in the Automotive industry is ideal, but open to candidates with CX innovation experience in consumer/other industries.

If you believe you fit the requirements for the role, please click APPLY NOW or you can email your CV to

Data provided is for recruitment purposes only. Business License Number: 10C5117. EA Registration Number: R22110278. Regrettably, only shortlisted candidates will be notified.

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