- Lead the charge on analyzing and evaluating the end-to-end B2B digital customer journey, identifying pain points and areas for improvement.
- Develop and implement strategies/roadmaps to enhance the overall customer experience, focusing on ease of use, personalization, self-service, and efficiency.
- Handle multiple projects simultaneously while ensuring accuracy and timelines are not compromised.
- Influence A/B testing roadmaps to optimize conversion performance.
- Develop deep understanding of the brand, our expertise, customers, and products to present a compelling online shopping experience and maximize revenue and conversion.
- Collaborate with Marketing, Merchandising, Personalization, Recommendations, Digital UX, Content, Product Management, and Staples Digital Solutions teams to ensure a seamless and integrated digital customer experience.
- Work closely with the sales team to understand customer needs and translate them into effective digital solutions.
- Communicate strategy to senior leadership in both verbal and presentation formats.
- Comfort translating senior leadership's strategic objectives into actionable plans and offering constructive insights to align with the organization's overarching goals.
- Develop and disseminate consistent, impactful communication of progress and impact.
- Implement innovative solutions that align with business goals, staying up to speed on trends and new capabilities in the market.
- Experience partnering with product and technical teams as a SME, communicating requirements when development is required.
- Utilize analytics and customer feedback to make data-driven decisions that positively impact the digital customer experience.
- Implement key performance indicators (KPIs) to measure and report on the success of digital customer experience initiatives.
- Leverage customer insights to create personalized and engaging content that resonates with our B2B audience in partnership with the Personalization team.
- Integrate with the chat and the sales team to optimize communication channels, ensuring a seamless, cohesive, and self-service optimized experience throughout the entire journey.
- Provide training and support to internal teams to ensure customer-centric mindset and adherence to best practices in digital customer experience.
- Foster a culture of continuous improvement, encouraging teams to provide feedback and proactively seek partnership.
- Lead a team, prioritizing their work and ensuring flawlessly execution.
- Effectively manage and develop associates to take on increasing levels of ownership and responsibilities.
- Passion for the customer
- Comfortable in a fast-paced, dynamic environment
- Ability to work at both strategic and tactical levels
- Demonstrated proficiency in problem-solving and analytical thinking skillset
- Strong bias towards data-driven decision making with the ability to break down complex problems and formulate plans.
- Understanding of the customer funnel and key levers that drive ecommerce results
- Experience building collaborative partnerships and fostering teamwork
- Proven people leader, invested in growing and enriching associates in their careers
- Ability to manage many projects, prioritize and drive multiple threads of work to completion
- Proactive communications; comfortable with assessing the need for immediate action
- Excellent verbal and written communication skills. Ability to influence at multiple levels
- MS Office suite proficiency; excellent Excel and PowerPoint skills.
- Experience leading a team
- 8+ years of progressive digital experience, preferably in a business-to-business environment
- Bachelor's Degree
- Inclusive culture with associate-led Business Resource Groups
- Flexible PTO (22 days) and Holiday Schedule
- Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more
- Work location: Framingham, MA hybrid requires 3 days onsite per week.
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Senior Manager Digital Experience
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Senior Manager Digital Experience - Framingham, United States - Staples
Description
Staples is business to business. You're what binds us together.
Our eCommerce team strives to showcase Staples' value proposition and experience to customers through digital vehicles, including SEO, paid search, display affiliates, paid social media and more. We utilize online merchandising and campaigns executed by both humans and automated tools to convert new and returning website visitors into customers. Our team also ensures that our mobile and desktop websites and apps are easy to use, delivering the digital experience that our customers expect. At the same time, our teams focus on building and executing a strong innovation pipeline for the future. We work end-to-end with our sales, merchandising, finance, logistics and technology teams to provide a world-class, holistic digital experience, growing profitable results in a fun and rewarding work environment.
We are seeking a highly motivated and experienced Senior Manager, Digital Experience to lead the site experience of our B2B eCommerce site, Staples Business Advantage. This position plays a crucial role in enhancing and optimizing the overall digital customer journey for our business-to-business customers. Your primary focus will be on developing and implementing strategies to elevate customer satisfaction and engagement across digital touchpoints. As an expert on how our business customers shop, you will lead a team focused on customer behavior and site performance.
What you'll be doing:
Digital Customer Journey Optimization:
Cross functional collaboration:
Technology Integrations:
Data-Driven Decision Making:
Customer Engagement Strategies:
Leadership and Development
What you bring to the table:
What's needed- Basic Qualifications:
What's needed- Preferred Qualifications:
We Offer:
Senior Manager Digital Experience professionals in Framingham
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Mariana Letellier
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Sheryl Walton
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