Director Digital Customer Experience

2 months ago

Framingham MA United States Staples, Inc. Full time

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

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