Director Digital (B2B) - Staples, Inc.
Framingham, MA 01703
About the Job
Position Summary:
We are seeking an experienced Director, Digital Experience to lead and manage the site experience of our B2B eCommerce site, Staples Business Advantage. This position plays a crucial role in optimizing the overall digital customer journey for our business-to-business customers and driving digital business growth. This role involves strategic oversight, cross-functional collaboration, and leadership in digital innovation and customer engagement practices. As an expert on how our business customers shop, you will lead a team focused on customer behavior and site performance.
Job Duties & Responsibilities
- Develop and implement comprehensive digital customer experience strategies
- Manage cross-functional teams to enhance digital platforms, ensuring a seamless customer journey
- Analyze customer feedback and digital analytics data to build an enhancement roadmap
- 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 leadership team to understand customer needs and translate them into effective digital solutions
- Oversee the design and execution of CX projects, ensuring they meet business objectives and timelines
People Leadership Responsibilities
- Lead, mentor, and develop a team of managers and specialists in the digital CX department
- Establish clear performance metrics and conduct regular performance reviews.
- Foster a culture of innovation and continuous improvement within the team.
Impact on Business
- Enhance customer satisfaction and loyalty through improved digital experiences
- Drive increased revenue and customer retention by optimizing digital touchpoints
- Influence overall business strategy through impactful customer insights and analytics
Contribution to Business Strategy
- Align digital CX strategies with overall business objectives to support growth
- Participate in executive meetings, contributing insights from the customer experience perspective
- Advocate for customer-centric approaches in product development and business processes
Level of Innovation & Change Required
- Lead transformative projects to integrate the latest digital technologies into customer experience
- Encourage a culture of experimentation and adaptability in responding to digital trends and customer needs
Level of Discretion and Independent Judgement
- Make strategic decisions on digital CX initiatives with a high level of autonomy
- Evaluate and authorize significant investments in technology and resources for enhancing CX
Communication & Interaction Responsibilities
- Communicate effectively with all levels of the organization and external stakeholders
- Facilitate meetings to drive consensus and action across teams
What You Bring to the Table (Soft Skills):
- Strong leadership and people management skills
- Excellent analytical and problem-solving abilities
- Effective communication and stakeholder management skills
- Innovative mindset with a focus on customer-centric solutions
- Proven track record in leading digital transformation projects.
- Extensive experience in developing and implementing digital CX strategies
Basic (Required) Qualifications:
- Bachelor’s degree in Business Administration, Marketing, IT, or related field or equivalent experience
- Minimum of 10 years in digital customer experience or related field
- At least 5 years in a leadership role managing cross-functional teams
Preferred:
- Master’s degree or equivalent in a relevant field preferred