Senior Manager Digital Experience (B2B) – eCommerce (Hybrid)

Framingham, MA, United States

Staples is business to business. You’re what binds us together.

Our eCommerce team delivers customer-centric site experiences to position Staples as a digital selling platform of choice. Our team ensures that our mobile, desktop, and app platforms deliver the digital experience that our customers expect. We do this through customer insights, analytics, and testing to build a strong innovation pipeline for the future and to bring products and solutions to market seamlessly. We utilize online merchandising and campaigns executed by both humans and automated tools to convert new and returning website visitors into customers. We work end-to-end with our sales, merchandising, finance, logistics and technology teams to provide a world-class, holistic digital experience, growing profitable results in a fun and rewarding work environment. We are inclusive, customer-obsessed, and are looking for well-rounded professionals with strong eCommerce business acumen to join our team.

What you’ll be doing:

Digital Customer Journey Optimization:

Lead the charge on analyzing and evaluating the end-to-end B2B digital customer journey, identifying pain points and areas for improvement.

Develop and implement strategies/roadmaps to enhance the overall customer experience, focusing on ease of use, personalization, self-service, and efficiency.

Handle multiple projects simultaneously while ensuring accuracy and timelines are not compromised.

Influence A/B testing roadmaps to optimize conversion performance.

Develop deep understanding of the brand, our expertise, customers, and products to present a compelling online shopping experience and maximize revenue and conversion.

Cross functional collaboration:

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 team to understand customer needs and translate them into effective digital solutions.

Communicate strategy to senior leadership in both verbal and presentation formats.

Comfort translating senior leadership’sstrategic objectives into actionable plans and offering constructive insights to align with the organization’s overarchinggoals.

Develop and disseminate consistent, impactful communication of progress and impact.

Technology Integrations:

Implement innovative solutions that align with business goals, staying up to speed on trends and new capabilities in the market.

Experience partnering with product and technical teams as a SME, communicating requirements when development is required.

Data-Driven Decision Making:

Utilize analytics and customer feedback to make data-driven decisions that positively impact the digital customer experience.

Implement key performance indicators (KPIs) to measure and report on the success of digital customer experience initiatives.

Customer Engagement Strategies:

Leverage customer insights to create personalized and engaging content that resonates with our B2B audience in partnership with the Personalization team.

Integrate with the chat and the sales team to optimize communication channels, ensuring a seamless, cohesive, and self-service optimized experience throughout the entire journey.

Leadership and Development

Provide training and support to internal teams to ensure customer-centric mindset and adherence to best practices in digital customer experience.

Foster a culture of continuous improvement, encouraging teams to provide feedback and proactively seek partnership.

Lead a team, prioritizing their work and ensuring flawlessly execution.

Effectively manage and develop associates to take on increasing levels of ownership and responsibilities.

What you bring to the table:

Passion for the customer

Comfortable in a fast-paced, dynamic environment

Ability to work at both strategic and tactical levels

Demonstrated proficiency in problem-solving and analytical thinking skillset

Strong bias towards data-driven decision making with the ability to break down complex problems and formulate plans.

Understanding of the customer funnel and key levers that drive ecommerce results

Experience building collaborative partnerships and fostering teamwork

Proven people leader, invested in growing and enriching associates in their careers

Ability to manage many projects, prioritize and drive multiple threads of work to completion

Proactive communications; comfortable with assessing the need for immediate action

Excellent verbal and written communication skills. Ability to influence at multiple levels

MS Office suite proficiency; excellent Excel and PowerPoint skills.

Experience leading a team

What’s needed- Basic Qualifications:

8+ years of progressive digital experience, preferably in a business-to-business environment

What’s needed- Preferred Qualifications:

Bachelor’s Degree

We Offer:

Inclusive culture with associate-led Business Resource Groups

Flexible PTO (22 days) and Holiday Schedule

Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!

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