Job DescriptionThe Director, Digital Product, Customer Experiences is responsible for defining, building, optimizing, and measuring customer-facing digital experiences across Sherwin-Williams' web and mobile channels. This leader will own the digital product strategy and roadmap for key customer journeys, ensuring customers can effectively discover products, explore colors and inspiration, research solutions, manage accounts, complete transactions, and accomplish important tasks across digital touchpoints.
Reporting to the Senior Director, Digital Experience & Product, this role leads a team of digital product managers focused on customer journeys and experience products. The Director will work closely with Digital Product, CX Platforms & Services, UX, Digital Merchandising, Content Strategy, Marketing, Analytics, Technology, Operations, Sales, and Field teams to translate customer needs and business priorities into intuitive, effective, and measurable digital experiences.
The ideal candidate is a customer-obsessed digital product leader with deep expertise in customer experience strategy, eCommerce journeys, digital product management, journey optimization, experimentation, analytics, and agile delivery. They are highly skilled at connecting customer insights, business goals, UX principles, content, merchandising, and platform capabilities to deliver digital experiences that improve engagement, conversion, satisfaction, loyalty, and business performance.
Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships.
The team is based in Cleveland, Ohio, and is on-site. Qualified applicants residing elsewhere will be considered, with preference given to candidates located in or willing to relocate to Cleveland, OH, with relocation assistance provided, or Charlotte, NC.
Responsibilities- Define and lead the product vision, strategy, roadmap, and performance goals for customer-facing digital experiences across web and mobile channels.
- Lead, coach, and develop a team of Product Managers responsible for customer journeys, digital experiences, and experience optimization initiatives.
- Partner with UX, Digital Merchandising, Content Strategy, Marketing, Analytics, Business Stakeholders and Technology teams to deliver intuitive, effective, and customer-centered experiences.
- Champion a customer-first mindset by leveraging customer research, behavioral analytics, Voice of Customer insights, journey mapping, and experimentation to identify opportunities and prioritize investments.
- Own the end-to-end lifecycle of customer-facing digital experiences, from discovery and prioritization through delivery, launch, adoption, and continuous optimization.
- Establish and monitor KPIs that measure customer engagement, satisfaction, conversion, adoption, revenue contribution, and overall journey performance.
- Collaborate with Platform Product teams to identify and prioritize the underlying capabilities required to support evolving customer experience needs.
- Lead cross-functional planning and governance processes that align customer experience priorities with business objectives and technology delivery.
- Drive continuous improvement across key customer journeys by identifying friction points, simplifying experiences, and increasing customer and business value.
QualificationsRequired:
- College Degree
- 7+ years experience in Digital Product Management/leadership with Program/Portfolio management including leadership roles on fast-paced teams driving responsible, sustainable growth
- Strong quantitative and analytical orientation using data to drive decisions
- Experience building and scaling platform and decisioning products
- Proven track record of managing and mentoring large, geographically distributed PM teams
- Exceptional communication and stakeholder management skills, with the ability to influence across functions and levels
Preferred
- MBA
- Experience in both retailer and supplier environments.
- Adobe Experience Cloud - AEM, Commerce, Target, CJA
- Mobile Development tools and technologies
- Agile, iterative development techniques.
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