Process Lead 1, e-Services

Knorr-Bremse•Avon, OH

2d•Onsite

About The Position

This position supports CRM and eCommerce platform operations with a focus on execution, user support, and data analysis. This role contributes to improving digital customer experiences by supporting system functionality, analyzing user engagement, and collaborating with cross-functional teams. This position plays a key role in ensuring effective platform usage, supporting external customer processes, and driving alignment with global counterparts to deliver a consistent and unified customer experience.

Requirements

Understanding of CRM systems and eCommerce platforms (e.g., SAP C4C)
Knowledge of digital customer journeys and external customer needs
Familiarity with analytics and reporting tools such as Power BI, Tableau, and Google Analytics
Understanding of data analysis concepts including segmentation, data mining, and performance tracking
General awareness of system integration and enterprise platforms
Strong analytical and problem-solving skills
Effective communication and stakeholder collaboration skills
Ability to interpret data and provide actionable insights
Strong attention to detail and data accuracy
Ability to work independently while collaborating across teams
Proficiency in Microsoft Excel, PowerPoint, and CRM tools
2–3 years of experience in Marketing, CRM, eCommerce, or related digital support roles
Experience supporting CRM platforms, digital tools, or customer-facing systems
Exposure to data analysis, reporting, or user support activities preferred
Bachelor’s degree in Business, Marketing, or related field required

Responsibilities

Support day-to-day operations of CRM and eCommerce platforms (e.g., SAP C4C)
Analyze user adoption, engagement metrics, and system performance to identify improvement opportunities
Assist in training internal users and developing process documentation and user guides
Collaborate with Sales and cross-functional teams to gather feedback and improve workflows
Support integration of CRM and eCommerce platforms with enterprise systems (e.g., SAP, call center tools)
Contribute to digital initiatives that enhance external customer business processes
Support data analysis activities including customer segmentation, journey mapping, and reporting
Assist in maintaining digital catalogs, ordering systems, and platform content accuracy
Partner with global counterparts to ensure alignment and consistency in customer experience and system usage
Support key organizational initiatives, including contributions to events such as the North American Sales Meeting