E-Commerce & Customer Experience Manager

Inside the Role

Develops pricing strategies for a portfolio of current and future products across targeted customer/market segments. Researches the market to understand competitive landscape. Identifies target market position by geography, market segment, customer group. Develops pricing strategy (e.g., low price or high quality) to achieve targeted market position(s).

We Take Care of Our Team

Position offers a starting salary range of $74,500 - $95,000 USD 

Pay offered dependent on knowledge, skills, and experience. 

Benefits include annual bonus program; 401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age; starting at 4 weeks paid vacation; 13+ calendar holidays; 8 weeks paid parental leave; employee assistance program; comprehensive healthcare plans and wellness programs; onsite fitness (at some locations); tuition assistance and volunteer paid time off; short-term and long-term disability plans. 

What You Drive at DCNA

Spare Parts Sales Strategy Development and Implementation:

• Develop and execute comprehensive sales strategies to increase spare parts revenue.

• Identify opportunities for market penetration and expansion.

• Collaborate with internal stakeholders to align sales efforts with organizational goals.

Customer Relationship Management and support:

• Cultivate and maintain strong relationships with customers to drive repeat business and foster loyalty.

• Provide training and support to customers on utilizing tools and systems for parts identification and ordering.

• Support customers in identifying the right part for their need and working closely with the spare parts support team.

Pricing Strategy and Management:

• Work closely with the central headquarters in Germany to develop and implement pricing strategies.

• Ensure competitive pricing for all parts demanded by customers.

• Monitor market trends and adjust pricing strategies accordingly.

Marketing and Promotional Activities:

• Develop and implement marketing campaigns to promote spare parts offerings.

• Oversee packaging and branding initiatives to enhance product visibility and appeal.

Cross-Functional Collaboration:

• Collaborate with technical support, material planning, and finance functions to ensure seamless operations within the spare parts department.

• Provide input on inventory management and demand forecasting based on sales insights.

Coordination of the DCNA Spare Parts WebShop:

• Collaborate with IT and development teams to define requirements and prioritize features and enhancements.  Ensures the integration of the WebShop with other programs, such as BusDoc, the Bus Portal, to provide a seamless omnichannel experience for customers.

• Conduct regular user testing and gather feedback to continuously improve the functionality and usability of the WebShop.

Segment-Specific Process Development:

• Develop tailored processes for different customer segments, such as retailers and end consumers/customers, to optimize their experience and streamline transactions.

• Implement personalized pricing, discounting, and promotional strategies based on customer segmentation and purchasing behavior.

• Provide training and support to customers on navigating the WebShop and leveraging its features effectively.

Customer Segmentation and Targeting:

• Analyze customer data to segment the customer base according to various criteria, such as purchasing volume, frequency, and preferences.

• Develop targeted marketing campaigns and promotions to engage each customer segment and drive conversion.

• Monitor performance metrics and KPIs to evaluate the effectiveness of segment-specific initiatives and adjust strategies as needed.

Channel Integration and Coordination:

• Coordinate with other sales channels, such as direct sales and distribution partners, to ensure consistency and alignment across all touchpoints.

Knowledge You Should Bring

• BS/BA in Business Administration, Marketing, or a related field AND 2-4 of relevant experience OR 6 years of relevant experience in lieu of degree

• 3 years of proven experience in sales, marketing, customer service or related field

• Technica