Head of Digital Customer Platforms - Americas

Continental•Old Point Station, SC

1d•Hybrid

About The Position

The Head of Digital Customer Platforms AMER leads the strategy, portfolio, implementation, ownership, operation, and continuous evolution of customer-focused digital platforms across Business Area Americas. The role translates customer, market, and business needs into scalable digital capabilities that improve customer experience, strengthen commercial effectiveness, and support sustainable growth across product segments and sales channels. The position owns the regional customer platform portfolio and roadmap, including customer engagement platforms such as Salesforce/CRM, B2B eCommerce such as ContiLink, fleet and retread solutions, B2B websites, billing and self-service platforms, and marketing automation. The portfolio evolves with business priorities, customer needs, technology developments, and organizational strategy. The role drives adoption, operational excellence, and transparency into value realization; Sales and business leaders retain accountability for commercial results.

Requirements

Bachelor’s degree in Business Administration, Marketing, Digital Business, Business Information, Computer Science, Engineering, or a related field.
10+ years of professional experience in customer platforms, CRM, eCommerce, digital products, customer experience, sales enablement, digital transformation, or related commercial digital fields.
2+ years of leadership experience, including leading people and geographically dispersed, cross-functional teams in an international matrix organization.
Demonstrated track record of leading complex platform or digital initiatives from strategy and requirements through implementation, rollout, adoption, operations, and continuous improvement.
Experience managing platform budgets, vendors, implementation partners, and competing regional stakeholder priorities.
Strong SAP experience or knowledge.
Strong communication, presentation, and persuasion skills.
Legal authorization to work in the U.S. is required. Visa support is available only to internal candidates or individuals who already hold valid employment visas.
For internal qualified candidates: 18+ months working internationally, cross-functionally, or cross-organizationally.
For internal qualified candidates: DCfEP or a Best Fit Assessment must be completed.

Nice To Haves

Master’s degree in Business Administration, Marketing, or Computer Science.
Experience as a business owner, product owner, portfolio leader, or senior business partner for enterprise platforms, preferably including SAP and Salesforce/CRM.
Fluency in Spanish.
Agile Project Management experience.
Savvy AI Technology experience.

Responsibilities

Own and maintain the BA Americas customer platform strategy, portfolio, roadmap, capability priorities, and budget planning.
Establish transparent demand intake, evaluation, prioritization, and portfolio reporting across markets and functions.
Prioritize initiatives according to customer and business value, strategic relevance, feasibility, scalability, risk, dependencies, and delivery capacity.
Provide business ownership and direction for the customer-focused platform portfolio, including Salesforce/CRM.
Own business requirements, capability priorities, enhancement backlogs, release expectations, adoption objectives, and lifecycle plans.
Partner with Market and Sales Leadership, Marketing, Local Market Key Users, Fleet Solutions, and Technical Customer Service organizations.
Understand customer journeys, pain points, market requirements, and commercial capability needs across product segments and channels.
Lead and develop a multidisciplinary regional team covering Customer Engagement, project management, billing systems, fleet solutions, and cross-platform customer-solution capabilities.
Establish clear responsibilities, collaboration models, objectives, development plans, succession coverage, and performance expectations.
Build product management, customer experience, process, platform, project delivery, support, and key-user capabilities.
Ensure effective business support and stable productive operations together with IT and technical platform owners.
Define support models, responsibilities, service expectations, escalation paths, release processes, and handovers.
Use central and regional key-user capabilities to support users, coordinate issues, enable testing, maintain documentation, and drive adoption.