Littelfuse is one of America’s Best Mid-Sized Companies (Forbes) and has been named one of the Best Places to Work in Illinois (Best Companies Group) for 11 consecutive years. With its global headquarters in Chicago, Illinois, USA, Littelfuse is a leading, global manufacturer of electronic components serving more than 100,000 end customers across industrial, transportation, and electronics end markets. We have more than 17,000 employees with operations in 15 countries. From semiconductors to sensors… switches to fuses and more… we produce billions of electronic components that help our customers empower a sustainable, connected, and safer world. In 2021, Littelfuse had net sales of $2.1 billion.

Littelfuse is looking for a strategic marketing professional to create and evolve an enterprise-wide, transformational CX strategy that will drive increased customer engagement, revenue, and synergies across the portfolio through the intersection of our commercial business and go-to-market strategies and the digital landscape. Reporting to the Chief Digital and Informational Technology Officer, the Senior Director – Customer Experience (CX) Strategy will own that intersection, partnering with our various Business Unit and Digital Technology teams to create and lead a holistic CX strategy. This individual will also play a role in monitoring the execution of those strategies to achieve business outcomes.

Responsibilities

• Develop and evolve a long term 360-view Customer Experience (CX) strategy for customers, channel partners, associates, and stakeholders
• Serve as a critical linkage with key customer and distributor/channel partner digital marketing teams
• Act as an expert on emerging customer experience trends and best practices
• Provide thought leadership on digital marketing, branding, and product positioning best practices
• Establish coherent content strategies in line with the various business unit go-to-market strategies
• Provide thought leadership on omnichannel selling and go-to-market strategies through the digital lens
• Assesses company-wide marketing and CX business processes and recommend improvement paths to increase effectiveness and efficiency
• Lead development of overall CX business plan outlining business/technology initiatives, milestones, budget, ROI
• Identify and develop CX KPI’s that drive business outcomes and evolve the company website analytics practice
• Work with BU and Digital Technology teams to create a robust CX measurement strategy and corresponding KPI’s that impact business outcomes
• Provide leadership in identifying and prioritizing improvement opportunities and closing key performance gaps
• Partner with the Littelfuse business and digital technology teams to successfully execute the strategy and develop commercial opportunities at each stage of the CX journey
• Lead the change management efforts associated with the launch of the CX strategies. Act as an organizational change agent influencing direction for the overall CX vision and execution
• Drive alignment across the Business Units for a unified CX strategy approach
• Oversee integration of marketing communications strategy, promotional campaigns, and other initiatives into digital platforms

Qualifications

• Have excellent interpersonal skills. Exhibit the ability to partner effectively with multiple teams and stakeholders across the company
• Ability to influence and manage in a matrix environment
• Be creative, intellectually curious, self-starting and possess a strong work ethic
• Have the professional presence to be able to communicate and operate comfortably and efficiently with customers and executives
• Be process-oriented, data-driven, and exhibit a bias for action
• Bachelor’s Degree required, preferably in Marketing, Digital Technology or a related field.
• Proven ability in developing and implementing CX and/or Digital marketing strategies and processes
• B2B industry experience with direct, distribution, and/or hybrid go-to-market environments