Job Description

About the Role

The Digital Transformation Officer will be key to ensuring the effective administration, adoption and continuous improvement of current and future digital platforms within the Philippines business.

The individual will be responsible for maintaining the current OneCRM environment, supporting the successful implementation and ongoing use of OneCRM, and contributing to broader digital transformation initiatives across the business. The role will also support system integration, data quality, user adoption, training delivery, process improvement, and cross-functional change initiatives to ensure digital tools are embedded effectively into day-to-day operations.

The role acts as a link between business users, internal departments, regional stakeholders and support teams to ensure digital solutions are aligned to business needs and deliver operational value.

The job holder is accountable for ensuring the effective implementation, administration, and adoption of Knauf’s digital tools and platforms in support of sales operations and customer engagement.

Key Responsibilities

Digital Platforms Operations and Maintenance

• Maintain and support Knauf digital platforms including OneCRM, Stratos, MyKnaufOrders, and CPQ Quotes, and other future platforms.
• Monitor day-to-day usability of systems and escalate technical or operational issues to the appropriate regional or central support teams.
• Help ensure data accuracy, completeness, and consistency across digital platforms.
• Coordinate user access requests, deactivation, and permission changes through the relevant support channels.
• Perform regular data cleansing and validation activities to maintain platform integrity.
• Support alignment of customer, account, and product-related information across systems where required.
• Create and maintain dashboards, reports, and usage trackers to support business visibility and decision-making.

Digital Campaigns and Adoption Support

• Act as the local point of contact for digital campaigns and tool rollouts launched by Knauf.
• Support implementation and local execution of campaigns related to Stratos, MyKnaufOrders, CPQ Quotes, and future digital initiatives.
• Coordinate with sales, marketing, customer service, and other departments to promote adoption and correct usage of digital tools.
• Track campaign usage, user engagement, and adoption performance, and provide feedback to management and relevant stakeholders.
• Assist in identifying gaps, user issues, and opportunities for process improvement across digital platforms.
• Project manage all digitalization initiatives launched by the organization.
• Initiate digitalization initiatives that will best support customer engagement and sales efficiency and effectivity.

Training and User Support

• Provide training, onboarding, and refresher sessions for users on current and newly launched digital platforms.
• Act as a local champion for digital tools, helping teams understand processes, benefits, and best practices.
• Deliver ongoing daily support and coaching to users to encourage correct and effective platform utilization.
• Prepare user guides, quick reference materials, and basic process documentation where needed.
• Coordination and Continuous Improvement initiatives
• Work closely with regional and central digital, IT, sales operations, and commercial teams on enhancements, issue resolution, and rollout activities.
• Participate in system upgrades, testing, implementation activities, and change management initiatives.
• Support business readiness activities for new digital tools or enhancements.
• Recommend improvements to processes, user experience, reporting, and system utilization to strengthen digital adoption across the business.

Data, Reporting and Insights

• Support the preparation of reports, dashboards and business insights in line with management and operational requirements.
• Track digital transformation KPIs, system usage, adoption and data quality indicators.
• Help establish reporting standards that support better decision-making and transparency.
• Ensure data quality and reporting outputs are timely, accurate and relevant.
• Identify and communicate quality insights that could help shape business decisions

Digital Transformation and Process Improvement

• Support the execution of digital transformation initiatives across the business in line with strategic priorities.
• Identify opportunities to improve business processes, customer experience and operational efficiency through digital tools, automation and system enhancements.
• Work with stakeholders across functions to understand business requirements and translate them into practical digital solutions and improvement actions.
• Support the rollout and adoption of new digital platforms, processes and ways of working.
• Monitor progress of transformation initiatives and escalate risks, issues or dependencies where required.

Training and Change Management

• Support change management activities related to digital initiatives, including communications, stakeholder engagement and user readiness.
• Participate in train-the-trainer or master trainer programs for relevant digital systems.
• Deliver onboarding, refresher and end-user training sessions for current and newly implemented digital platforms.
• Provide ongoing post-deployment support, coaching and troubleshooting to users as required.
• Promote a culture of continuous improvement, digital adoption and data-driven decision-making.

Key Result Areas

The role is expected to deliver:

• Stable and effective day-to-day support for Knauf digital platforms.
• High-quality and accurate system data.
• Strong user adoption and compliance across digital tools.
• Timely coordination of issues, enhancements, and support requests.
• Effective training and onboarding for users.
• Clear reporting and visibility on platform usage and campaign performance.
• Continuous support for Knauf’s digital transformation initiatives.

About You

• Worked in a sales related role or closely with sales teams
• Experience in CRM Salesforce and knowledge essential
• Experience working across Departments and interacting with various team members
• Proven ability to carry out the main responsibilities of the position with limited supervision
• Practical track record of delivering tasks or projects accurately and on time
• Intermediate to strong knowledge of SalesForce.com
• Strong knowledge of end-to-end front-line sales processes within Construction industry
• Proficient with Microsoft Office
• Preferably an Accounting graduate with Data Management/Information Technology background
• Previous exposure to process improvement, project work, or change initiatives
• Prior experience working with internal and external stakeholders across difference levels

Benefits

• Comprehensive health insurance coverage
• Generous paid leave entitlements
• Continuous training and development opportunities
• Opportunities for career progression and advancement
• A collaborative and supportive work environment