Digital Platform Manager, Customer Experience and Digital Commerce

Responsibilities

• Lead the strategic planning, implementation, and management of Customer Experience and Digital Commerce platforms.
• Drive the adoption of Customer Experience and Digital Commerce technology across the global organization, ensuring seamless integration and user engagement.
• Develop and execute strategies to leverage Customer Experience and Digital Commerce platforms to increase sales, and overall business growth.
• Collaborate with sales and field service teams across global markets to identify and implement process improvements that enhance efficiency and customer satisfaction.
• Monitor and analyses system performance, user feedback, and key metrics to continuously optimize the platforms.
• Define the strategic vision and roadmap of Customer Experience and Digital Commerce platforms, based on Voice of Business, Voice of Customer and competitive intelligence. Leverage cross functional groups to couple knowledge of business needs with existing and future technology capabilities.
• Define business outcome of Customer Experience and Digital Commerce platforms as measured by relevant KPI. Responsible for communicating the product vision effectively to key partners
• Formulate the business value and partner with key stakeholders to identify and prioritize high level business requirements and features to deliver to internal field users and external customers, through the analysis of opportunity, risk and dependency.
• Partner in development of business processes and solutions to meet new business needs. Oversight and leadership of the end-to-end digital customer experience and make business decisions to maximize field and customer value and business ROI.
• Assist team in management of project expectations, deadlines and schedules with various stakeholders across multiple functions
• Lead business planning and own product value realization to ensure release readiness for digital product features and services.
• Supports change leadership, communications and training to ensure that internal field sales and service associates and external customers embrace the digital offerings.
• Stay updated on the latest Customer Experience and Digital Commerce features and industry trends to ensure the platform remains cutting-edge.
• Manage vendor relationships and coordinate with IT and other departments to ensure successful project delivery.
• Track and report on metrics and take corrective action working with leads in Sales and Marketing as required.

Requirements

• Bachelor's Degree. An advanced degree or MBA is strongly preferred.
• 8 years of work experience in a business-to-business environment working with Customer Experience and Digital Commerce platform management and execution as well as a proven track record of working closely with business leadership and accountability.
• Travel up to 15% of the time
• Extensive experience in managing and growing the adoption of Customer Experience and Digital Commerce platforms.
• Proven track record of leveraging standard technologies to increase sales and improve the user experience.
• Strong business acumen - can quickly get the essence of the business and grasp the connectivity among technology, business and customer value. Has in-depth k

Benefits

Additional Information

At Ecolab, making the world a cleaner, safer place is our business. We are committed to growth and providing our customers with the most effective and efficient food safety, cleaning, and infection control programs available. We are seeking a dynamic and experienced Digital Platform Manager to join our team and drive the adoption and business value across our Customer Experience and Digital Commerce platforms. The successful candidate will be the platform owner for our eCommerce, Ecolab.com, Customer Homepage, and Customer Data Platform and be accountable for business outcomes by creating and driving a strategic plan, enabling user adoption, while delivering positive user experience. The Digital Platform Manager will work closely with divisional, development, marketing, sales, business readiness teams, and partners to serve the digital solution needs of our internal field sales and service team and external customers. This role is responsible for all aspects and processes utilized in the design, build-out, delivery, adoption and business outcomes of Customer Experience and Digital Commerce platforms. Digital solutions vision, strategic roadmap, business model, product ownership, digital marketing, channel adoption, and business outcomes of the digital offering will be key success factors for the candidate. This position will be part of the Ecolab Growth Operations reporting to the Director of Growth Operations, Sales and Service.

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