Company Overview:

At Quaker Houghton, we are experts in the development, production and application of chemical specialties, process fluids, lubricants and coatings for the manufacturing industry. We have been an integral part in the growth of the world’s largest industrial companies and to this day our experience and expertise show in the actions and dedication of our Associates worldwide. Today, we have a global presence, with our corporate headquarters located in Conshohocken, PA. Quaker Houghton is a global publicly traded company with a unique collaborative culture that supports career growth for its associates and offers competitive compensation and benefit programs.

Summary of Position:

Quaker Houghton is a global leader in industrial process fluids with an exciting growth strategy. The Digital Marketing and Customer Experience Director plays a critical role in leading Quaker Houghton’s brand experience evolution and is accountable for driving meaningful change to the Quaker Houghton customer experience that results in increased brand resonance, brand engagement, and customer satisfaction/advocacy (NPS). In this position, The Customer Experience Leader will identify services Quaker Houghton should offer or improve that supports and drives differentiation of our brand across the customer journey. Culturally aware, they should possess business acumen and expertise in a range of disciplines, such as consumer insights/marketing research, brand strategy, product marketing and service design strategy in a global context. The role will ensure consistent engagement of prospects and customers throughout the customer journey across all channels and platforms, and help maximize sales throughout the lifetime as a customer. This includes the conception and delivery of key messaging in the most effective media and channel to have the highest impact on the customer journey. It will involve deep collaboration in an agile way with various marketing groups, industry and product leaders, and with our Commercial Operations group to deliver a consistent personal as digital experience, and with Supply Chain/Operations to align our service expectation. The ideal candidate will be a passionate, adaptable self-starter, able to operate in a matrix organization and willing to lead a transformative effort in a traditional B2B industry.

Job Accountabilities:

• Define and design Quaker Houghton’s customer experience, in support of our brand goals including the development of new digital channels (e.g. e-commerce), and identify opportunities to renovate and innovate our customer interactions delivering measurable commercial growth
• Detect patterns, interpret data, brainstorm for solutions, and identify areas of improvement across the customer experience. Identify opportunities for upselling and cross selling and implement solutions to increase the lifetime value of customers
• Analyze Supply Chain and Business Key Performance Indicators, and drive improvement based on findings. Navigate complex processes and manage competing priorities, assist in strategic decision making, and continuously look for opportunities to improve processes and policies that impact the customer experience
• Partner with Commercial Leaders to develop positioning and go-to-market strategies for new services, and provide strategic guidance across teams, including consideration of the overarching brand experience
• Define the approach for measuring customer experience impact and lead interpretation of implications / recommended direction. Obtain customer feedback regarding new features/capabilities and overall satisfaction through customer surveys, interviews, and focus groups
• Co-develop and consult on tools, reporting and trainings to reinforce brand experience and customer centricity
• Lead the creative group for the development of content and copywriting, with inputs from the Industry and Product Marketing Business Partners, regional Marketing Leaders and Corporate Communications
• Responsible for developing our digital media strategy and its execution, ensuring consistent and improving engagement from customers global. Support the execution of integrated marketing campaigns aimed at all audiences: customers, shareholders, employees, etc.
• Collaborate with the IT team and external agencies to implement digital technologies that enhance the customer experience
• Provides coaching and guidance to the creative and digital teams

Education, Experience, Skills/Competencies:

• Bachelor’s Degree (Customer Experience, Business, Technical. Marketing or Related Field)
• 7+ years of relevant work experience in a related field (e.g., customer experience strategy, brand strategy, digital marketing, consumer insights, strategy consulting or product marketing)
• Familiarity with consumer insight and marketing research methodologies, with the ability to apply quantitative and qualitative approaches to understanding our customer and internalize strategic implications
• Experience in B2B industry models, including e-commerce. B2C experience a plus
• Up to 25% travel
• Understanding of the customer experience ecosystem (digital and analog) and the role that customer experience plays in brand marketing strategy
• Excellent leadership, project management, and problem solving skills with demonstrated use of data analysis and metrics to drive decision making and continuous improvement.

#LI-Hybrid