Digital Revenue & Customer Experience Manager - Americas

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Additional Information

The Digital Revenue & Customer Experience Manager - Americas is a hands-on, managerial role responsible for defining, scaling, and governing Sika's emerging digital revenue channel across the Americas Region reporting to the Digital Experience Director Americas together we will work on Sika's digital transformation. This role will help Sika America's DX team enhance and elevate the existing digital revenue pipeline-already implemented across the region-ensuring its expansion, adoption, and continuous improvement across the region Americas. At the same time, the role is responsible for building the CX governance model for the region, defining the standards, KPIs, and methodologies that will shape how Sika serves and retains customers in a digital-first world. This role defines the blueprint for how Sika grows, competes, and delivers value in a digital landscape offering the best customer experience. Lead and develop the Digital Sales & Revenue (DSR) and U.S. Customer Experience teams across North America and Latin America, ensuring regional alignment and performance. Own and scale the digital revenue channel in the Americas, accountable for adoption, results, process consistency, and cross-country coordination. Design and govern the end-to-end digital revenue workflow, from lead capture and qualification through routing, follow-up, and sales handover. Optimize and expand the digital revenue pipeline to improve conversion rates, revenue impact, and regional scalability. Ensure unified, high-quality operation of digital tools (e.g., Salesforce, Pardot/MCAE) with standardized data, rules, and performance measurement. Set and manage annual Digital Sourced Revenue targets, supported by regional dashboards tracking leads, pipeline, velocity, and revenue contribution. Establish and standardize the Customer Experience (CX) framework across the Americas, including KPIs such as NPS, CSAT, CES, response time, and resolution metrics. Integrate CX insights with digital revenue and service processes to enhance customer satisfaction and reduce friction across the full customer journey. Drive digital transformation and continuous improvement through automation, innovation, pilots, and adoption of new tools and methodologies. Lead multiple cross-functional, high-impact initiatives, translating regional insights into actionable plans with measurable business outcomes. Bachelor's degree in Marketing, Business, Strategy, or a related field, with 5+ years of experience in digital revenue, lead management, CX, or commercial operations (preferably B2B/industrial). Strong hands-on expertise with Salesforce (lead/opportunity workflows, reporting, dashboards) and Pardot/MCAE. Proven experience leading regional or multi-country teams in complex business environments. Deep understanding of digital lead lifecycles, qualification frameworks, scoring models, and routing logic. Solid knowledge of CX methodologies and metrics (NPS, CSAT, CES), including building dashboards and scorecards. Ability to design, govern, and scale complex operational processes across multiple markets. Advanced analytical skills in pipeline performance, conversion metrics, revenue attribution, and SLA governance. Effective cross-functional leader, collaborating closely with Sales, Marketing, Customer Service, and IT. Strategic, adaptable, and self-driven leader with strong communication skills and the ability to influence without authority. B2B digital or distribution models, and familiarity with global Group Marketing structures, helpful. Spanish fluency a plus

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