VP Digital B2B Site Experience & Strategy

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 an