Director Digital Customer Experience (B2b)

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