Description
You are accountable for leading and managing a team with diverse skillsets and responsibilities, including; Senior Integration Specialist, Integration Specialists and Support Agents. You ensure that the team has a passion for the highest customer service standards and the most efficient integration practices within Viking’s Digital Factory. You lead, develop and mentor the teams to foster excellence.
You must have a high knowledge of EDI services and processes, specifications, testing and implementation solutions, offering technical support, liaising with various departments including trading partners and monitoring data records.
The ideal candidate will have substantial experience in successfully managing complex teams delivering capabilities on an enterprise-scale through 3rd party marketplaces or direct eCommerce platforms, as well as experience of managing a distributed team of integration specialists and support agents. You will show great leadership in ensuring that customers receive seamless integrations and support. You must have a thorough understanding of industry standards around electronic data exchange and have exceptional communication skills.
Responsibilities
* Define and own processes and procedures for all disciplines within the function of EDI Integrations and EU Support.
* Work within the function, and with the function Director, to ensure the strategy is informed and aligned to the short, medium and long term objectives of the Digital Factory and the company.
* Define goals, objectives and OKRs for your teams. Ensure these are aligned within other Digital Factory functions and company strategy.
* Lead a team responsible for supporting and driving integrations ensuring the successful delivery of EDI orders.
* Provide guidance, direction and support to ensure the team’s success and foster a collaborative and high-performing team culture while promoting individual growth and development.
* Work in conjunction with the Webmethods team to ensure the technical capabilities they provide support your function.
* Work with Data Management team to ensure account profiles and data is setup accurately as per requirements.
* Work with eSupport team on functions and tasks that cover both their and our procedures.
* Ensure processes and standards are followed to ensure outstanding delivery within the function and needs of the business.
* Lead as the SME for the Partner integrations, leveraging your extensive experience and in-depth knowledge of EDI.
* Stay up-to-date with industry trends and advancements in integration technologies to drive continuous improvement within the team.
* Be the champion of the customer, ensuring a culture of fanatical customer service, internal efficiency and data-driven decision making.
* Develop and maintain strong relationships with internal and external Stakeholders, including Marketplaces, Sales Teams, International Sales operations, Finance, MDM and the Webmethods Team.
* Provide line management, performance management, goal setting, personal development planning and mentoring to your team.
* Effectively allocate resources within the Partner Integration team, ensuring projects and support cases are prioritised and executed based on available resources and business needs.
* Proactively identify and communicate resource constraints to the leadership team, recommending potential solutions or adjustments to ensure successful project delivery.
* Generate end-of-quarter/year reports on project delivery and support ticket processing, providing insights into performance, accomplishments, and areas for improvement. Present these reports to relevant stakeholders, highlighting key metrics and achievements.
* Drive the continuous improvement of partner integration processes, methods, and tools. Contribute to the development of the department by identifying opportunities for enhancement and building compelling business cases for the adoption of new practices, procedures, and policies.
* Implement approved changes, ensuring seamless integration and alignment within Digital Factory and the overall business goals
Qualifications
* Academic degree or demonstrate the highest level of critical thinking, problem-solving, strategic acumen and relevant experience required.
* Relevant experience in partner integration, project management, and customer services.
* Proven track record in successfully delivering complex multi country partner integration projects and managing stakeholder relationships.
* Customer focused and dedicated to meeting expectations and requirements of internal and external 3rd party partners and marketplaces.
* Strong leadership skills with the ability to execute departmental plans and contribute to the strategic direction of the assigned functions.
* Possess a visionary mindset, driving change, and negotiating SLAs to achieve optimal outcomes within the business function.
* Experience in leading teams to adopt best practice and transformation.
* Experience or awareness of change management.
* Display a growth mindset, actively seeking opportunities for personal and professional development.
* Stay updated with emerging technologies, industry trends, and best practices in partner integration to drive continuous improvement within the team.
* Stakeholder management; Build strong stakeholder relationships to collaborate effectively.
* Exceptional communicator; presenter and facilitator in a variety of formal settings.
* Problem solving; uses rigorous logic and methods to solve problems with effective solutions.
* Process Management; manage and allocate resources effectively. Proactively identify resource gaps and constraints, developing strategies to mitigate potential risks and ensure successful project delivery.
* Priority Setting; drive and create focus to achieve successful outcome and reach deadlines.
* Fluent knowledge of English, spoken and written. Other language skills (Dutch or German) would be an advantage.
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