Finland Job Openings

UPM

Manager, Digital Customer Experience

Helsinki

FULL TIME

September 5, 2024

Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices, we strive to create a positive UPM experience for all our employees around the world. We live by our values – trust and be trusted, achieve together, renew with courage. Join us in creating a future beyond fossils!

We are now looking for a Manager, Digital Customer Experience to join our UPM Pulp Team. This position can be located in either Helsinki, Finland or Wroclaw, Poland.

Greetings from your future manager

“Come be a leader in the exciting

digital transformation

happening in UPM Pulp. You will help lead the continued development and implementation of our digital tools from our recently developed customer portal, APIs, AI and other solutions. As our industry is still in the early stages of this digital transformation, this role provides a great opportunity to make an impact internally and externally in the coming years. You’ll be offered the chance to show your skills and knowledge to make an impact, across markets globally. The UPM Pulp team is a great team to work with and we look forward to hearing from you!” – Mark Hatfield, Director, Supply Chain Tools and Processes, UPM Pulp

What you will do

This role focuses on UPM Pulp customer experience by developing best-in-industry customer digital journey and improving our CRM solution.

You plan and implement series of efforts that build our customer interface in the digital world, including but not limited to our new customer portal. As a CRM solution owner, you’ll work to expand the usage of our CRM through improved business processes and solution utilization, while making life easier on our end users. You’ll work closely with a global team with various stakeholders including Customers, Sales and Customer Service along with the Supply Chain Tools and Processes team. In the coming years, you will work with various initiatives:

Create customer digital journey program and help lead execution in conjunction with Sales and Supply Chain organization
Support customer integration implementations via APIs, EDI, etc.
Help define targets, metrics and drive adoption internally and with customers
Nurture, build, lead organization to develop digital mindset
Acts as Solution manager for our CRM application, Salesforce, working with the user organization to create and execute development roadmap
Support and coordinate technology development with on time, on budget and high quality outcomes with IT suppliers and internal developers
Act as data owner and support reporting needs for all CRM and customer portal content in reporting tools such as Power BI
Work with other solution owners, IT members and business support to develop and optimize overall UPM Pulp solution landscape
Contribute to the implementation of generative AI apps in various areas of UPM Pulp

Who you are

You are an enthusiastic, engaging, self-driven and transformative leader with fluency working between the technology and business
You have a great understanding of commercial functions & operations, and able to identify key opportunities to digitalize
You have a relevant Master’s degree or equivalent education
You have demonstrated ability in driving change and leveraging technology to accelerate change and impact
You are able to coordinate multiple priorities and are able to adapt to the changing demands of a dynamic business environment
You have well-developed collaboration and communication skills, both oral and written in English, and the ability to relate well with a wide range of colleagues and constituents
You have good technical knowledge of key software applications such as Salesforce (Sales, Service, Marketing, Community cloud) and solid background in software technologies and development
You have prior experience leading digitalization projects and customer integration
You have familiarity and prior experience with AI, machine learning, predictive analytics, as well as passion for impact and change

This is what we offer to you

A meaningful job – We have an inspiring purpose ‘We create a future beyond fossils.’ Our work is impactful and transformative.
A caring community – Our community is built on great team spirit and shared commitment. We care about each other and the well-being of our colleagues. We support the work-life balance of all our employees.
Development opportunities – We offer you great opportunities to learn and grow throughout your career. We are an international, multi-business organization offering plenty of avenues for personal growth.
Responsible employer - Sustainability is at the core of everything we do. We are committed to ambitious, science-based sustainability targets in all areas from climate change to biodiversity. We foster diversity and inclusivity, offering a work environment in which everyone can be themselves.

Learn about our

Rewarding

and our

Ways of working

Additional information

For more information, please contact Mark Hatfield, Director, Supply Chain Tools & Processes, at

mark.hatfield@upm.com

or tel. +17732305309 (US hours).

The position holder will report to Director, Supply Chain Tools & Processes.

Please apply and attach your CV and Cover Letter by September 30, 2024. Please notice that we will go through the applications already during the application period and may invite candidates for interviews already before the end of the application period.

For support with submitting your application, please contact the HR Service Center at careers@upm.com or tel. +358204146600.

A security background check may be performed for those selected to UPM positions, in accordance with the company recruitment guidelines and the Security Clearance Act 726/2014.

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