Why This JobThe Sr. Manager, Digital Customer Experience, is responsible for defining and executing CMC's digital customer strategy through the development, deployment, governance, and continuous enhancement of myCMC and future customer engagement platforms.
This leader is accountable for creating a seamless digital experience within and across all CMC Lines of Business, enabling customers to quote, order, manage invoices, access insights, interact through digital channels, and transact through a unified digital ecosystem.
Reporting within Commercial Operations, this role serves as the business owner for customer-facing technologies, customer portals, eCommerce capabilities, customer procurement and data integration strategy, digital self-service solutions, AI-enabled customer engagement, analytics, and future agentic customer experiences.
The Sr. Manager partners closely with Sales, Marketing, IT, Product Management, Customer Service, Finance, and Business Unit leadership to ensure digital investments deliver measurable customer value, improved customer experience, operational efficiency, and commercial growth.
Success in this role is measured through customer adoption, business value creation, technology utilization, data quality, customer satisfaction, digital revenue growth, roadmap execution, and return on technology investments.
What You'll Do- Define and champion the enterprise vision, strategy, and roadmap for the existing myCMC digital customer ecosystem
- Develop and maintain a multi-year digital customer experience roadmap aligned with commercial objectives and transformation priorities for the platforms
- Lead the evolution from traditional customer interactions toward self-service, connected customer experiences, predictive insights, and agent-enabled customer engagement
- Identify emerging technologies, market trends, and competitive capabilities that improve customer experience and differentiate CMC in the marketplace
- Establish enterprise-wide digital customer experience standards, governance processes, and success measures
- Ensure digital initiatives support CMC's broader Commercial Operating System and customer-centric growth strategy
- Lead development of a unified digital platform connecting all CMC Lines of Business
- Establish a scalable customer and transaction data foundation through integration of Salesforce, ERP systems, EDI platforms, coordination systems, and customer applications
- Ensure secure, scalable, and sustainable platform architecture in partnership with IT
- Govern platform enhancement prioritization, investment decisions, release management, and lifecycle planning
- Manage strategic technology vendors, software partners, and external development resources
- Define the vision and roadmap for customer data, analytics, AI, and automation capabilities supporting digital customer experiences
- Establish governance and stewardship for customer data across Salesforce, ERP, portal, eCommerce, and analytics environments
- Create an AI-ready customer data foundation supporting personalization, recommendations, automation, and predictive insights
- Sponsor customer-facing AI initiatives that improve service, responsiveness, and customer engagement
- Lead development of future agentic customer experiences, including digital assistants, self-service support, and intelligent workflows
- Ensure responsible AI governance, security, compliance, and risk management practices
- Lead and develop the Digital Customer Experience organization
- Provide directions to digital product managers, customer experience leaders, customer adoption resources, and vendor partners
- Establish performance expectations, organizational priorities, and capability development plans
What You'll Need- 10+ years leading digital customer experience, eCommerce, customer technology, product management, CRM, or digital transformation initiatives
- Deep understanding of customer experience, customer engagement, sales processes, commercial operations, and business performance drivers
- Strong expertise in Salesforce (Commerce Cloud), CRM ecosystems, digital platforms, customer portals, ERP integration, analytics, and AI technologies
- Experience leading enterprise-scale technology roadmaps, governance processes, and investment portfolios
- Strong understanding of customer data management, analytics, reporting, and AI-enabled capabilities
- Demonstrated success managing cross-functional teams and influencing senior leadership
- Experience managing vendors, consulting partners, and software development organizations
- Strong financial, analytical, and strategic decision-making skills
- Exceptional communication, stakeholder management, and organizational leadership capabilities
- Manufacturing, industrial, construction materials, distribution, or B2B customer experience leadership preferred
Your Education- Bachelor's degree in business, Information Systems, Marketing, Engineering, or related field
