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Senior Manager, Global Customer Experience, HITACHI HIGH-TECH AMERICA, Remote, USA

Senior Manager, Global Customer Experience, HITACHI HIGH-TECH AMERICA, Remote, USA
Posted on: 12/07/2023

Senior Manager, Global Customer Experience, HITACHI HIGH-TECH AMERICA, Remote, USA

Location: Remote -, Massachusetts, United States
Job ID: R0038452
Date Posted: Dec 6, 2023
Segment: Connective Industries
Business Unit: Hitachi High-Technologies
Profession (Job Category): Communications & Corporate Affairs
Job Type (Experience Level): Senior Management
Job Schedule: Full time
Remote: Yes


POSITION TITLE:                             Senior Manager, Global Customer Experience
DIV/DEPARTMENT NAME:           Hitachi High-Tech America - ASD
REPORTS TO:                                   Vice President & General Manager
POSITION STATUS:                         Full-Time
FLSA STATUS (E or N):                  Exempt
EXPECTED COMPENSATION: $123, 065 - $169, 214 Annually
TRAVEL REQUIRED:                     20%
?*This pay range is for the position's base salary only. This position may be eligible for other compensation including incentive pay and/or allowances. Candidates will receive additional information during the interview selection process.

Primary Responsibilities:

* Act as the salesforce representative for sales and service including SAP integration. {E}
* Develop new products for service to increase revenue and overall customer satisfaction. {E}
* To support Hitachi in achieving short-term revenue targets and long-term market share growth across sales and service. {E}
* Monitor and report on competitor activity and position our offer within competitive set. {E}
* Research and gain insight on customers and tailor message accordingly. {E}
* Support activities to reach around third-party distribution to engage customers directly in a meaningful way. {E}
* Support the marketing communications in contributing to the company content marketing plan as part of the inbound marketing strategy. {E}
* Support the Head of Global Marketing Communications with marketing reporting and other duties as required. {E}
* Agreeing high-level service requirements in new product development projects, working closely with service product champions who will also provide technical input. {E}
* Develop and maintain business cases related to new service product offerings. {E}
* Monitor and escalate service-related questions at NPI stage gate reviews. {E}
* Prepare new service product & spares pricelists. Establish and implement effective and appropriate pricing strategies. {E}
* Build awareness of best practice in customer service from external sources. {E}
* In collaboration with the regional service managers, develop and maintain the long-term strategy and vision for our service offerings. {E}
* Define service product positioning & co-ordinate selling strategy with regional sales managers. {E}
* Define service product information for sales & distributors, including selling guides, price lists, website content aligned with corporate branding guidelines, etc. {E}
* Monitor sales in Americas & initiate corrective action. {E}
* Prepare and support marcom content. {E}
* Give promotional campaign advice. {E}
* Visit key distributors globally and Hitachi field staff (sales and service) during critical VOC activities. {E}

Indicative Performance Measures:

* Campaign ROI tracking.
* Increase in qualified and won sales opportunities (20% + YOY).
* Increase in database contacts.


Educated to degree level, ideally but not necessarily within a marketing-based discipline.

Skills and Abilities Requirements:

* Campaign planning ability.
* PC skills and good working knowledge of content management systems.
* Excellent copywriting skills, able to work at speed with attention to detail.
* Good understanding of business processes, CRM and customer touch points.
* Good practical knowledge of social media and content marketing.
* Understanding of creative production processes and mobile applications.
* Lead generation knowledge.
* Agency management.
* Excellent communication, networking and influencing skills.

Equal Opportunity Employer (EOE)-Females/Minorities/Protected Veterans/Individuals with Disabilities
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to


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