Customer Experience Manager

Location: Hedehusene
Reports to: Morten Rudfred, Director, Commercial Excellence

Ready to help build a better future for generations to come?

In an ever-changing, fast-paced world, we owe it to ourselves and our future generations to live life responsibly. At ROCKWOOL, we work relentlessly to enrich modern living through our innovative stone wool solutions.

Your future team

At ROCKWOOL Group, Commercial Excellence unifies the commercial agenda across digital marketing, sales and service in one function made up of four expert teams covering each step of the customer journey: Commercial Transformation, Customer Experience, Lead Management and Sales Excellence. In close collaboration with local markets, we align and optimise every touchpoint to deliver an optimal end‑to‑end customer experience and create measurable value for ROCKWOOL customers globally.

As Customer Experience Manager, you will lead one of these expert teams — Customer Experience — with a team of seven specialists. The team is responsible for our digital brand and customer experience in MyRockworld: our website CMS platform (+90 websites across 4 brands), customer portal, ecommerce, PIM and BIM. This is a digital Customer Experience focused manager role within Commercial Excellence, leading a team that shapes our customer journeys across customer facing digital channels and has clear commercial responsibility. You will work closely with the other Commercial Excellence teams, Digital/IT and local markets to ensure a unified customer journey, strong cross‑functional collaboration and digital experiences that support ROCKWOOL’s growth ambitions.

Key responsibilities

• Lead, develop and coach a team of seven colleagues in the Customer Experience team

• Define the strategy and roadmap for an integrated B2B/B2C digital customer experience across websites, customer portal and ecommerce, ensuring a consistent, high‑quality experience at every touchpoint

• Refine our ecommerce and customer portal approaches so we can effectively reach and serve more customers and stakeholders, supporting both high‑touch and self‑service journeys

• Increase lead generation and marketing‑to‑sales conversion by designing guided‑selling journeys and automated funnels into sales, technical service and self‑service

• Establish and maintain CX principles, journey maps and experience standards, and use them to guide prioritisation and design decisions

• Improve website and ecommerce conversion and commercial value through data‑driven optimisation, including CRO, UX, SEO and AI/LLM‑related initiatives, supported by a test‑and‑learn approach

• Contribute to the KPI framework for websites, specification tools, portals and ecommerce, and use analytics, voice‑of‑customer insights and experimentation to drive continuous improvement

• Establish PIM and BIM product data as core enablers of the customer journey, ensuring customers can easily find the right product details, technical documentation and where to buy

• Work closely with local markets and the Commercial Transformation, Sales Excellence and Lead Management teams to align digital customer journeys with lead management and sales execution

• Act as escalation point for digital CX topics, working with Digital/IT teams and management to resolve issues and ensure stable, high‑quality digital deliveries

• Prepare business cases and manage cross‑functional projects from start to finish, helping bring ideas to market with clear tracking and reporting to senior management

What you bring

• 5+ years of proven experience in a manager or similar strategic role in a complex global B2B environment, including leading teams, setting direction, engaging people, managing performance, and coaching individuals at different levels of experience

• Extensive experience in marketing excellence, digital marketing and digital experience management (websites, customer portals, ecommerce)

• Strong communication and change‑management skills, with a track record of implementing new processes, tools and ways of working across multiple countries.

• Proven ability to engage, influence and align senior stakeholders across functions and markets.

• Strong business acumen and the ability to translate strategic direction into concrete, commercially relevant digital and CX initiatives

• Experience working closely with both marketing and sales to drive demand, lead generation and conversion

• MSc in Business Administration, Marketing, Strategy or a related field – or equivalent experience

• Industry experience is an advantage, but not essential

What we offer

• Support and influence the shaping of ROCKWOOL’s commercial model, digital marketing and sales machine and alignment of global growth initiatives, working closely with colleagues across functions and markets in Europe, North America and Asia

• The opportunity to lead and enable optimal customer experience, strategic cross functional initiatives in close collaboration with local markets, ensuring commercial excellence is delivered in a way that provides value for our customers and local organisations

• An open, innovative, and collaborative working environment that values input and builds on shared success

• A comprehensive onboarding programme and continued development to support you in making an impact from the very beginning

Ready to apply?

Please note that due to the upcoming Christmas holidays, our recruitment timelines may be slightly longer than usual. Thank you for your understanding.

Who we are

We are the world leader in stone wool solutions. Founded in 1937 in Denmark, we transform volcanic rock into safe, sustainable products that help people and communities thrive. We are a global company with more than 12,000 employees, located in 40+ countries with 51 manufacturing facilities… all focused on one common purpose – to release the inherent power of stone to enrich modern living.

Sustainability is central to our business strategy. ROCKWOOL was one of the first companies to commit to actively contributing to the United Nations Sustainable Development Goals (SDG’s) framework and are actively committed to 11 SDGs, including SDG 14, Life Below Water. Through our partnership with the One Ocean Foundation and in connection with our sponsorship of the Denmark SailGP team, we will help raise awareness around ocean health challenges in an effort to accelerate solutions to protect it.

Diverse and Inclusive Culture

We want all our people to feel valued, respected, included and heard. We employ 79 different nationalities worldwide and are committed to providing equal opportunities to all employees, promote diversity, and work against all forms of discrimination among ROCKWOOL employees.

At ROCKWOOL, you will experience a friendly team environment. Our culture is very important to us. In fact, we refer to our culture as “The ROCKWOOL Way”. This is the foundation in which we operate and is based upon our values of ambition, responsibility, integrity and efficiency.