06/07/2022
Job Summary:
The Director of the e-Commerce Platform will be responsible for the operation of the digital business-to-business and business-to-consumer (B2B/C) self-service platform. He/she will leverage proven knowledge building successful digital platforms and superior customer experiences that increase revenue, promote brand awareness, and enable effective cross-selling opportunities. The Director’s success will be measured on the platform’s performance including customer acquisition/retention and parts and services traffic, conversion, and revenue/margin growth.
Essential Duties and Responsibilities:
Support the ex*****on of the digital transformation strategy for the company’s Distribution & Services and its business unit (BU) subsidiaries
Own the overall day-to-day operations of the B2B/C self-service platform and e-commerce functionality to support the business goals and revenue objectives while ensuring the site’s functionality, reliability, scalability, and security
Collaborate closely with BU leadership and cross-functional departments, as well as third parties to ensure the successful implementation of the broader Customer Engagement Platform (CEP)
Partner closely with the Digital Marketing leader leveraging OEM brands and CEP to support each BU with Search Engine Optimization tools (SEO) to drive website traffic and conversion and Search Engine Marketing tools (SEM) for effective social media promotions and campaigns
Partner closely with the Fulfillment leader to deliver innovative shipping capabilities and offerings
Partner closely with BU Sales and inside sales leaders to build capabilities that drive customer acquisition and retention at appropriate cost to serve levels
Ensure the e-commerce sites are enabled with accurate and compelling content including product descriptions, images, pricing, and inventory availability
Use leading UX disciplines and continually enhance the customer’s omnichannel experience reflexively across multiple channels and technologies such as mobile/desktop/retail branches
As a change leader, conduct ongoing competitive benchmark analysis and research on e-commerce trends
Qualifications Knowledge & Skill:
Proven experience with enterprise B2B/C self-service e-commerce for a large manufacturer and/or distributor or retailer
Proficiency in successfully operating a 24/7/365 e-commerce platform
Deep understanding of SEO, SEM, Web Content Management (WCM), UX/UI
Working knowledge of Customer Relationship Management (CRM) and productivity tools to support high volume inside sales, Order Management Systems (OMS), and Product Information Management (PIM) such as Oracle, 3rd Party Logistics (3PL) providers, and third-party marketplaces/auctions
Skilled in directing continued improvements in website design, content, navigation, performance, and ongoing function/feature enhancement roadmap and prioritization
Skilled in designing and deploying streamlined customer experience for e-commerce across multiple channels and technologies including mobile using UX/UI best practices
Skilled in documenting technical requirements and changes to development and support teams
Skilled in customer-centric instrumentation based on real-time customer data and site metrics to improve operations
Competencies:
Customer-centric mindset with detailed attention to customer experience and outcomes
Ability to lead change, inspire others, and work collaboratively across the organization
Strong organizational, planning, attention to detail, and innovative problem-solving skills
Bring passion, business acumen, experience, and the ability to create and inspire new ideas
Education:
Bachelor’s Degree in Engineering, Computer Science, Management of Information Systems, or Marketing
MBA is preferred
Experience:
10+ years of experience successfully managing e-commerce websites
Experience managing a Digital Experience Platform (DXP) and/or leading E-commerce platform(s)
Industry experience in digital industrial distribution/manufacturing or retail is preferred
Special Requirements: None
Physical Activities & Requirements: Standard Office Criteria
Working Conditions: Standard Office Criteria
Flexible working schedule (working in the office several days a week is preferred)
