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Senior Director of Digital - Customer Excellence

Date: Jan 14, 2018

Location: Novi, MI, US

Company: HARMAN International

Requisition Id : 103145 

Additional Work Location(s) ​​​​​: Northridge; Novi 

Position Summary:

The Senior Director of Digital – Customer Excellence will be responsible for building a Digital Center of Competence to drive thought leadership, strategic direction, process excellence, customer experience, digital innovation, and master data governance related to Marketing, Communications, and Sales.  This role will report functionally to the Chief Digital & Information Officer and operationally to the Chief Marketing Officer, VP of Communications, and EVP of Global Accounts.


Supervisory Responsibilities:  This role will have responsibility for establishing a center of competence - designing, building, attracting, rewarding and retaining teams.  Initially this role will be responsible for 10+ full time employees and 20+ contractors with expectation for organizational growth.  Marketing – 3, Communications – 2, Sales – 5, 20+ Contractors


Job Responsibilities:

  • Thought leadership – Deep breadth and depth of digital and operational experience in the areas of Marketing, Communications, and Sales.  High degree of visibility, exposure, collaboration and influencing with Divisional Presidents, Executive Vice Presidents, Senior Vice Presidents, Customer Busines Units and Customer Program Management across HARMAN.  In addition, this role will proactively collaborate with customers, suppliers, and industry thought leaders.
  • Digital roadmap – Establish, define, design, and deliver a digital center of competence that will demonstrate best in class governance, simplification, standardization, analytics and innovation, which will enable customer excellence across HARMAN.
  • Process simplification – Define, design, deliver lean integrated processes that drive productivity, customer satisfaction, sales effectiveness, and orders growth.  Key process areas related to Marketing, Communications and Sales include but not limited to:
    • Social media, event management / product launches, content management, customer collaboration,  lead generation, customer relationship management, account management, opportunity management, product configuration, budgetary pricing, quoting, proposals, forecasting, competitive intelligence, know your customer, user experience, personalization, eCommerce, customer support, master data management and key performance indicators
  • Digital technologies – Define, design, and deliver new technology introductions / new product innovations that drive customer satisfaction, sales productivity, MarkComm. effectiveness and orders growth.  Key digital domain areas similar but not limited to:
    •, Demandware,, Apptus, EDI electronic data interface, Microsoft Dynamics, SAP, Marketo, Drupal, Sharepoint, Qlik, Tableau, DOMO, Google Analytics, Azure, Amazon Web Services, Mobile Enterprise Applications
  • Organizational – Strategic design and optimized delivery structure. Attract, recruit, develop and retain talent.  Co-Ops, Internships, digital leadership development programs (early, mid, experience careers),  coaching, mentoring.  Employee evaluations, succession planning, compensation, merit, and reward planning/execution.  Build a collaborative, cohesive, credible, high performing organization.
  • Agile methodology – Utilize agile software development lifecycle to drive acceleration of benefits realizaiton, end user satisfaction, and quality assurance.
  • Financial management – Rigorously manage estimates, forecasts, and actual related to multimillion dollar budget and benefits realizations.  Drive reduction in total cost of ownership and increase in IRR/ROI.
  • Enterprise risk and compliance – Establish and adhere to secure coding practices to ensure data privacy, data loss prevention, internal and external cyber threat prevention
  • Key Performance Indicators – Increase hit rates, leads, opportunities, win rates, turn around time, ease of use, cross selling, market share, forecasting accuracy, customer loyalty, customer satisfaction
  • Communications – Blogs, White Papers, Panelist Discussions, Network Events, Board Level Presentations, Video Collaboration, Employee Town Halls, Round Tables, and Skip Levels
  • Training – Design, develop, and deliver digitial curriculum for teams.  Provide guidance and support for individual development plans.
  • Change management - Influence and drive digital transformation, accelerated adoption, and sustainable acceptance to achieve desired state business wide.
  • Customer excellence – Proactively collaborate and co-innovate with customers and suppliers to drive customer satisfaction and competitive differentiation
  • Supplier management – Establish strategic supplier relationships, effective contractual negotiations, co-innovation roadmaps, exceptional service level agreements and mutually beneficial outcomes


Basic Qualifications:

  • Minimum of 10 years of Digital and/or Operational experience related to Customer Relationship Management, Digital Media, Digital Marketing, eCommerce, Business to Consumer, Business to Business models
  • Master’s Degree in Computer Science, Business Administration or equivalent work experience.
  • 10+ years of experience in managing multiple, medium to large global cross-functional teams or projects, influencing senior level management and key stakeholders

Preferred Qualifications & Desired Competencies:


Leadership: Demonstrate character, clarity, courage and commitment to high-performance

  • Build environment of trust, high performance and engagement by establishing clear goals and a commitment to feedback, development and recognition


Change Orientation: Champion a better, faster and simpler way of doing things

  • Apply original thinking and continuous improvement to processes, products, systems or services and manage change to better serve customer needs


Collaboration:  Connect, engage and communicate with others

  • Encourage open expression of ideas; communicate effectively at all levels and build strong relationships


Judgment: Make sound decisions

  • Demonstrate critical thinking to take appropriate risk and make sound and timely decisions


Results-Driven: Deliver extraordinary results

  • Take initiative to achieve superior, quality results against internal or external standards of excellence


Customer Excellence

  • Co-innovate and exceed customer expectations. Engage collaborate, and understanding voice of the customer. 


Operational Excellence

  • Lean Six Sigma
  • Kaizen / Continuous Process Improvement


Industry Experience

  • Automotive
  • Consumer Products
  • High Tech. - Software & Hardware


Eligibility Requirements:

  • Willingness to travel up to 25% of the time
  • Willingness to work in a key location – Karlsbad or Munich Germany, Novi, MI
  • Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen. 

HARMAN ( designs and engineers connected products and solutions for automakers, consumers, and enterprises worldwide, including connected car systems, audio and visual products, enterprise automation solutions; and services supporting the Internet of Things.  With leading brands including AKG®, Harman Kardon®, Infinity®, JBL®, Lexicon®, Mark Levinson® and Revel®, HARMAN is admired by audiophiles, musicians and the entertainment venues where they perform around the world. More than 25 million automobiles on the road today are equipped with HARMAN audio and connected car systems. Our software services power billions of mobile devices and systems that are connected, integrated and secure across all platforms, from work and home to car and mobile. HARMAN has a workforce of approximately 30,000 people across the Americas, Europe, and Asia. In March 2017, HARMAN became a wholly-owned subsidiary of Samsung Electronics. HARMAN is an Equal Opportunity /Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or Protected Veterans status.  HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation. Looking for a challenge where your experience is valued? Come see what you can achieve as a leader with HARMAN!  (

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