Job DescriptionThe eCommerce Business Manager is responsible for defining and driving the growth strategy, operational performance, and commercial execution of our North American eCommerce business. This role owns the intersection of digital commerce, product management, sales enablement, marketing, customer experience, and business operations to accelerate revenue growth and improve online customer engagement for the Service Business Unit.
The roles serves as the primary business leader for North America eCommerce initiatives, translating company growth objectives into actionable plans that improve digital sales performance, customer acquisition, conversion, and profitability. The ideal candidate combines strategic vision with operational discipline and can influence cross-functional stakeholders to deliver measurable business outcomes.
This role requires strong collaboration across sales, marketing, engineering, product management, IT, customer service, and operations teams. The successful candidate will be comfortable translating strategic priorities into execution plans, performance metrics, and organizational alignment that support long-term eCommerce growth.
Key Responsibilities
Strategic Growth- Develop and own the North America eCommerce growth strategy aligned with services, product, and corporate growth objectives.
- identify and prioritize opportunities to grow online revenue through assortment expansion, customer acquisition, digital marketing, pricing optimization, and retention initiatives.
- Establish key business metrics and performance targets for revenue, conversion, average order value, customer acquisition and profitability.
- Partner with Sales, Marketing, Engineering, and Services to create and execute digital go-to-market strategies.
- Evaluate emerging eCommerce capabilities, technologies, and market trends to improve customer experience and business performance.
- Lead business planning activities, including annual operating plans, growth initiatives, and investment recommendations.
Leadership- Serve as the central point of coordination across North America stakeholders supporting the eCommerce business.
- Build governance processes and operating cadences to monitor business performance and drive accountability.
- Foster alignment between commercial, operational, and technology teams to ensure successful execution of strategic initiatives.
- Identify and scale best practices across business units, product categories, and digital channels.
- Lead cross-functional teams through business transformation and continuous improvement.
Lifecycle Management- Own the online parts and service portfolio strategy, including pricing, performance, and roadmap.
- Partner with Product Management and NPDI teams to ensure new product and service introductions are optimized for eCommerce success.
- drive decisions related to eCommerce digital content, product data quality, customer journey optimization, and online selling strategies.
- Monitor product and category performance and recommend actions to maximize growth and profitability.
- Support customer lifecycle strategies focused on parts, service, retention, loyalty, and repeat purchasing.
Performance & Reporting- Define, monitor, and improve key eCommerce business KPIs, including revenue growth, conversion rates, customer acquisition costs, average order value, service sales, and profitability.
- Build business cases and financial models to support investments in technology, customer experience, digital marketing, and platform enhancements.
- Develop executive-level reporting and presentations communicating business performance, opportunities, and strategic recommendations.
- report on growth initiatives, operational performance, and ROI to senior leadership.
- Act as a key liaison among sales leadership, marketing teams, service leaders, digital platform owners, finance, and operational stakeholders.
Required Qualifications- Bachelor's degree in business, Supply Chain, Engineering, or related field; MBA preferred.
- 10+ years of experience in service parts, aftermarket, supply chain, or related strategic roles, with at least 3-5 years in a leadership capacity.
- Demonstrated experience developing and executing strategy across multiple regions or global markets.
- Strong track record of driving revenue and margin growth in a part, aftermarket, or related B2B/B2C environment.
- Deep understanding of parts planning, inventory optimization, and distribution network design.
- Excellent executive communication and presentation skills; comfortable influencing senior stakeholders and boards.
- Strong analytical skills - able to build and interpret financial models, forecasts, and business cases.
- Experience working cross-functionally with sales, engineering, supply chain, and finance teams.
- Ability to travel domestically and internationally as business needs require; travel may be up to 25%.
Key Competence- Strategic thinking with a bias toward execution
- Cross-cultural and cross-regional influence
- Commercial and financial acumen
- Change management and organizational alignment
- Data-driven decision-making
- Executive presence and stakeholder management
