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Jobs · Information Technology · Texas

VP, Digital Customer Experiences, Retail Execution, and Ecommerce

McLane Company, Inc. · Temple, TX · 2 days ago
On-siteInformation TechnologyFull-time

About the role

The VP, Digital Customer Experiences, Retail Execution, and Ecommerce will lead the design, development, and optimization of the end-to-end customer experience across various digital channels. This role involves hands-on leadership in creating intuitive and engaging UI/UX experiences, ensuring a seamless customer journey, and aligning technology initiatives with business requirements.

Responsibilities

  • Develop and execute a comprehensive strategy to deliver best-in-class customer experiences across mobile apps, websites, portals, customer service tools, and eCommerce platforms.

  • Ensure a unified and seamless experience across all touchpoints to meet the needs of different customer segments, including store owners and buyers.

  • Lead the design, development, and deployment of customer-facing applications, balancing usability, functionality, and aesthetics.

  • Oversee the creation of intuitive, user-centered UI/UX designs across web and mobile platforms.

  • Partner with internal and external design teams to implement best practices in interface design and accessibility.

  • Collaborate closely with business stakeholders to understand customer needs, market trends, and business goals.

  • Lead customer research initiatives to gather insights, feedback, and pain points to continuously enhance the experience.

  • Align technology initiatives with business requirements and customer expectations, ensuring the creation of value-added features and services.

  • Oversee the development of APIs to enable customers and partners to integrate our services into their own applications.

  • Collaborate with engineering and IT teams to ensure the delivery of scalable, secure, and reliable technology solutions.

  • Stay updated on the latest digital technologies, trends, and platforms to continuously evolve and improve our omnichannel offerings.

  • Build, lead, and mentor cross-functional teams, including product managers, designers, engineers, and customer experience professionals.

  • Foster a collaborative, customer-first culture that promotes innovation, agility, and continuous improvement.

  • Establish KPIs to measure the success of digital experiences and drive a data-driven approach to decision-making and improvements.

  • Foster a culture of continuous improvement and technical excellence.

  • Build strong relationships with stakeholders across business and technology functions.

  • Perform other duties as assigned.

Qualifications

  • Bachelor’s degree in computer science, Information Systems, Digital Marketing, or related field.

  • MBA or master’s degree in a relevant discipline is preferred.

  • 15+ years of experience in digital customer experience, product management, or technology leadership roles, with a focus on mobile, web, eCommerce, or omnichannel platforms.

  • Proven experience overseeing the development of UI/UX across multiple platforms (mobile apps, websites, customer portals).

  • Strong understanding of digital commerce, customer portals, and self-service tools in B2B and B2C environments.

  • Experience collaborating with cross-functional teams and leading customer-focused design initiatives.

  • Understands both customer requirements and business needs, while also driving the creation of intuitive and engaging UI/UX experiences.

  • Experience in building and scaling omnichannel customer tech stacks.

  • Familiarity with modern front-end technologies and frameworks, web, mobile, ecommerce platforms, CDPs, CRMs etc.

  • Experience with API management, integrations, and platform ecosystems.

  • Knowledge of customer analytics tools and platforms to drive data-driven decision-making.

  • Strong leadership skills with the ability to inspire and develop cross-functional teams.

  • Exceptional communication skills, with the ability to translate business needs into technical requirements and vice versa.

What We Offer

  • Competitive salary and performance-based incentives.

  • Comprehensive benefits package (health, dental, vision, retirement plans).

  • Paid time off begins day one.

  • 401(k) Profit Sharing Plan after 90 days.

  • Opportunity to shape the future of customer experiences and digital platforms within a leading supply chain organization.

  • A collaborative and innovative work environment that encourages professional growth and development.

  • Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more!

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