Digital Platform Manager, Customer Experience and Digital Commerce

Job Summary

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. 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.

About the Role

This position will be part of the Ecolab Growth Operations reporting to the Director of Growth Operations, Sales and Service. The role involves leading the strategic planning, implementation, and management of Customer Experience and Digital Commerce platforms, driving adoption, and ensuring seamless integration and user engagement.

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.
• Maintain and analyze system performance, user feedback, and key metrics to continuously optimize the platforms.
• Understand business strategy, gather market intelligence and seek VOC and VOB, and translate strategy, findings and insights into industry leading product strategies and concepts.
• Define the strategic vision and roadmap of Customer Experience and Digital Commerce platforms, based on Voice of Business, Voice of Customer and competitive intelligence.
• Communicate the product vision effectively to key partners.
• Partner in development of business processes and solutions to meet new business needs.
• Oversee the end-to-end digital customer experience and make business decisions to maximize field and customer value and business ROI.
• 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 knowledge and ability to influence business strategy.
• Excellent collaboration skills - leading execution across teams, influencing across organizations, experience of working across levels from business leaders and developers.
• Demonstrated experience and success in executing and innovating in the Customer Experience and Digital Commerce technology space, spanning cross-functional, interdisciplinary teams across matrix organizations.
• Strong understanding of sales and commerce processes and best practices.
• Excellent project management skills with the ability to lead cross-functional teams.
• Exceptional analytical and problem-solving abilities.
• Strong communication and interpersonal skills.
• Familiarity with Agile and Lean processes and techniques to test, learn and build solutions that deliver on commercial value.
• Ability to work in a fast-paced, dynamic environment.

Qualifications

• Minimum Qualifications: Bachelor's Degree. 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.
• Preferred Qualifications: Ability to grasp the big picture and chart a course, including delivering on immediate needs to deliver projects that incrementally build toward the big picture. Strong problem-solving skills. Strong project management skills to successfully execute multiple projects across various functions and locations and seamlessly deliver the target value proposition to internal and external customers. Demonstrated skill in strategic thinking, with a customer-focused slant. Excellent capacity and the creative energy to synthesize market, technical, and business insights into outstanding decision making that deliver customer value and significantly outpace the competition. People- and Relationship-oriented. Thinks about how people will be affected and skilled at dealing with others. Focused on building and maintaining key relationships to get things done. Cross-Functional Collaboration: Natural collaborator and influencer with a preference for working with cross-regional, cross-functional teams to champion the vision and deliver results on tight timelines. Communication: Excellent written, oral, and visual communication skills to communicate effectively at all levels of the organization, both within and outside the business. Encourages discussion. Technology Savvy: Stays abreast of technology developments pertinent to Digital innovation.

Pay

Annual Or Hourly Compensation Range: $120,500.00 - $180,700.00. This position is eligible for annual bonus pay based on performance, per plan terms.

Schedule

Not specified.

Benefits

Ecolab strives to provide comprehensive and market-competitive benefits to meet the needs of our associates and their families. Click here to see our benefits.

Equal Opportunity Employer

We are committed to fair and equal treatment of associates and applicants and recruit, hire, promote, transfer and provide opportunities for advancement based on individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, we will not discriminate against any associate or applicant for employment because of race, religion, color, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran. In addition, we are committed to furthering the principles of Equal Employment Opportunity (EEO) through Affirmative Action (AA).