Job Information
Staples Director Digital Customer Experience (B2B) in Framingham, Massachusetts
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
Staples is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender idenity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.
For individuals with disabilities that need additional assistance at any point in the process, please call 1-888-490-4747 for more information.
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