Customer Portal Experience Manager

Crown Equipment Corporation

About The Position

Crown Equipment Corporation is a leading innovator in world-class forklift and material handling equipment and technology. As one of the world’s largest lift truck manufacturers, we are committed to providing the customer with the safest, most efficient and ergonomic lift truck possible to lower their total cost of ownership. Manage and oversee the customer portal (My Crown) initiative. Develop functionality that supports revenue generating opportunities. Oversee processes and operational alignment to meet customer needs and add value to online engagement with the Company. Develop and promote strategies that deliver a personalized user experience. Leverage voice-of-the-customer research, web and market analytics, and business data to improve customer experience and key performance indicators (KPIs). Work cross-functionally to support the implementation of customer solutions delivered or enhanced through thecustomer portal Oversee day-to-day monitoring and performance of the customer portal. Ensure customer engagement with the portal functions as intended and meets customer, business, and stakeholder needs. Lead meetings and collaborate with cross-functional teams to identify portal and experience improvement opportunities. Define and track KPIs to benchmark portal functionality and monitor project milestones. Research and evaluate trends, best practices, and technologies to advance the customer portal. Collaborate with IT, vendors, and business stakeholders to develop project requirements and implementation plans. Partner with department and cross-functional leadership to develop long-term portal strategy, using customer research to shape the desired customer experience.

Requirements

Bachelor’s degree Marketing, Communications, Digital UX Design, along with at least 5 years of experience. Non-degree considered if 12+ years of related experience along with a high school diploma or GED

Nice To Haves

Strong understanding of customer portal and digital product experiences, including how content, UX, and technology work together.
Experience developing and managing self-service and revenue-generating digital experiences, ideally in a B2B or complex customer environment.
Proven ability to lead cross-functional initiatives across Marketing, IT, Analytics, vendors, and business stakeholders.
Experience defining, tracking, and optimizing KPIs using voice-of-customer insights, web analytics, and business data.
Product ownership experience, including roadmap development, prioritization, and ongoing optimization of a digital platform.
Experience overseeing day-to-day performance and operational health of a customer portal or similar platform.
Familiarity with enterprise CMS and digital experience platforms (e.g., Adobe Experience Manager), personalization, and analytics tools.
Strong communication skills with the ability to translate business and customer needs into clear functional requirements and execution plans.

Responsibilities

Manage and oversee the customer portal (My Crown) initiative.
Develop functionality that supports revenue generating opportunities.
Oversee processes and operational alignment to meet customer needs and add value to online engagement with the Company.
Develop and promote strategies that deliver a personalized user experience.
Leverage voice-of-the-customer research, web and market analytics, and business data to improve customer experience and key performance indicators (KPIs).
Work cross-functionally to support the implementation of customer solutions delivered or enhanced through thecustomer portal
Oversee day-to-day monitoring and performance of the customer portal.
Ensure customer engagement with the portal functions as intended and meets customer, business, and stakeholder needs.
Lead meetings and collaborate with cross-functional teams to identify portal and experience improvement opportunities.
Define and track KPIs to benchmark portal functionality and monitor project milestones.
Research and evaluate trends, best practices, and technologies to advance the customer portal.
Collaborate with IT, vendors, and business stakeholders to develop project requirements and implementation plans.
Partner with department and cross-functional leadership to develop long-term portal strategy, using customer research to shape the desired customer experience.