VP Digital B2B Site Experience

2 weeks ago

Framingham MA United States Staples, Inc. Full time

Position Summary:

We are seeking a Vice President to lead the digital strategy and own the site experience for 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 best 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 experience strategies across the digital path to purchase including Search, Personalization, Recommendations, and Content.

- Manage cross-functional teams to enhance digital platforms, ensuring a seamless customer journey.

- Lead a team that analyzes customer feedback, qualitative data, and quantitative analytics to identify customer pain points and corresponding solutions.

- Collaborate with B2C Digital teams, Marketing, Merchandising, Digital UX, 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 directors and managers 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 engagement and drive conversion 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, leading insights and actions to optimize the customer experience.

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

- Strong leadership and people management skills.

- Excellent analytical and problem-solving abilities.

- Excellent communication and stakeholder management skills.

- Innovative mindset with a focus on customer-centric solutions.

Education Requirements

- Bachelor's degree in Business, Marketing, IT, or related field.

- Master's degree or equivalent in a relevant field preferred.

Years of Experience Requirements

- Minimum of 18 years in digital experience, digital transformation, or related field.

- At least 10 years in a leadership role managing cross-functional teams.

Basic (Required) Qualifications

- Proven track record of leading successful digital transformation projects and teams

- Extensive experience in developing and implementing digital CX strategies.

Decision Making/Leadership

- Direct broad and complex functions within the digital CX sphere, maintaining a strategic and tactical focus.

- Develop and implement corporate and divisional strategic plans, systems, quality, compliance, and budgets.

Scope/Impact/Accountability

- Oversee strategic plans to improve digital customer interactions.

- Negotiate key agreements, impacting both short-term and long-term organizational goals.

Conclusion

This role requires a visionary leader who combines expertise in digital technology with a deep understanding of customer experience to drive substantial improvements across digital touchpoints. The VP of Digital B2B CX will play a crucial role in shaping the future of customer interactions and boosting the company's competitive edge in the B2B space

At Staples, "inclusion" is an action word. It represents what we do to ensure that all employees feel valued and supported to contribute to their fullest potential. When we operate inclusively, diversity naturally follows. This is why we work hard to foster an inclusive culture, as we seek employees with unique and varied perspectives and areas of expertise. The result is a better workplace and innovative thinking that helps us exceed our customers' expectations - through the power of the people behind our iconic brand. Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

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