Digital Experience Support Lead

7 days ago


Singapur, Singapore Inchcape Full time
Digital Experience Support Lead

The Digital Experience Support Lead plays a pivotal role in ensuring the seamless delivery of APAC Digital Services through the DDC Digital Towers. This position demands a strategic mindset and close collaboration with cross-functional teams to establish and maintain well-defined processes and an up-to-date Support Matrix.

Key Responsibilities:
  • Support Matrix Management: Develop, maintain, and regularly update a comprehensive Support Matrix for all Digital Towers, ensuring strict adherence to established support processes and procedures.
  • Service Oversight: Take ownership of designated services, including DXP, SAP, ERP, VMS, and Incadea. Monitor and ensure the performance and reliability of both digital front-end and backend operations.
  • Collaboration: Work closely with APAC Market Country Managers to gather feedback and partner with the APAC Solutions Delivery Team to align support strategies with Global Platforms based on project requirements.
  • Issue Resolution: Lead the resolution of complex technical issues, ensuring timely and effective solutions. Provide guidance to support teams and escalate issues when necessary.
  • Process Improvement: Continuously assess and refine support processes to enhance efficiency and effectiveness, identifying opportunities for automation and implementing improvements where applicable.
  • Communication: Maintain clear and consistent communication with stakeholders, providing regular updates on support performance and issue resolution.
  • Documentation: Ensure that documentation for support processes, troubleshooting steps, and system configurations is accurate and kept up-to-date.
Requirements:
  • Education: Bachelor's degree in a related field.
  • Experience: Proven experience in a similar role, preferably in Digital Services, Finance, or Business.
  • Technical Skills: Strong understanding of DXP, SalesForce, APIs, SAP, ERP, VMS, Incadea, and related technologies.
  • Leadership Skills: Demonstrated experience in leading and managing teams, including setting goals, providing feedback, and promoting professional growth.
  • Problem-Solving Skills: Excellent problem-solving and analytical skills, with the ability to assess complex infrastructure issues and propose effective solutions.
  • Project Management Skills: Strong project management skills, with the ability to prioritize tasks, manage timelines, and deliver projects within scope and budget.
  • Collaboration: Experience in collaborating with cross-functional teams.
  • Industry Knowledge: Knowledge of industry best practices in digital experience support.

Inchcape is a leading global automotive distributor operating in over 40 markets. We partner with top brands to power better mobility today and in the future. Our diverse global team of over 20,000 talented people fosters an inclusive and collaborative culture, championing a brilliant experience for our customers and partners. We're a dynamic and fast-growing business, dedicated to shaping a successful and sustainable future for the industry.

Here, you'll unlock your full potential with career opportunities and learning experiences. You'll work with cutting-edge technology, ground-breaking innovation, and forward-thinking colleagues. If you're highly driven with a can-do attitude and bring out the best in yourself and others, then join us to power new futures.



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