Head of Digital Customer Platforms - Americas

Continental•Fort Mill, SC

19h•Hybrid

About The Position

The Head of Digital Customer Platforms Americas leads the strategy, portfolio, implementation, ownership, operation, and continuous evolution of customer-focused digital platforms across Continental’s Business Area Americas. The role translates customer, market, and business needs into scalable 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 and Salesforce CRM, B2B eCommerce such as ContiLink, fleet and retread solutions, B2B websites, billing and self-service platforms, and marketing automation. The portfolio evolves in response to business priorities, customer needs, technology developments, and organizational strategy. The role drives adoption, operational excellence, and transparent value realization, while Sales and business leaders remain accountable for commercial results. The role owns platform strategy, roadmap, capability priorities, and budget planning; establishes portfolio intake, evaluation, prioritization, and reporting; and provides business direction for requirements, backlogs, releases, adoption objectives, and lifecycle plans. It partners with Market and Sales Leadership, Marketing, Local Market Key Users, Fleet Solutions, and Technical Customer Service to understand customer journeys and market needs. The position leads and develops a multidisciplinary regional team spanning customer engagement, project management, billing systems, fleet solutions, and cross-platform customer capabilities. It establishes responsibilities, collaboration models, objectives, development plans, succession coverage, and performance expectations, while building capabilities in product management, customer experience, processes, platforms, project delivery, support, and key-user functions. The role also ensures effective business support and stable platform operations in partnership with IT and technical platform owners. It defines support models, responsibilities, service expectations, escalation paths, release processes, and handovers, and uses central and regional key users to support users, coordinate issues, enable testing, maintain documentation, and drive adoption. The position is hybrid, with a stated 60/40 onsite arrangement.

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.
Experience leading people and geographically dispersed, cross-functional teams in an international matrix organization.
Demonstrated track record 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. The company offers visa support only to internal candidates or individuals who already hold valid employment visas.
For internal candidates, the stated guidelines for this executive-level role include 18+ months working internationally, cross-functionally, or cross-organizationally, and completion of DCfEP or a Best Fit Assessment.

Nice To Haves

Master’s degree in Business Administration, Marketing, or Computer Science.
Experience serving 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.
Experience with AI technology.

Responsibilities

Own and maintain the 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 customer platforms, including Salesforce/CRM; own business requirements, 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 capabilities.
Establish team 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 production operations together with IT and technical platform owners.
Define platform 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.
Drive platform adoption, operational excellence, and value-realization transparency.