Role OverviewThe VP, Digital Customer Experiences, Retail Execution, and Ecommerce, leading all respective product and engineering teams, will play a key leadership role in designing, developing, and optimizing the end-to-end customer experience across mobile, web, eCommerce, customer portals, and customer service channels. This role requires a hands-on leader who understands both customer requirements and business needs, while also driving the creation of intuitive and engaging UI/UX experiences. The ideal candidate is user-centric, customer-obsessed, who will ensure smooth and consistent digital interactions to empower our customers to make purchases, allow store owners to order and track deliveries, provide self-serve access to data and analytics, and create APIs for customers to integrate our services into their own systems. It is someone who don't hesitate to take charge to own and step change our ecommerce / online ordering platform driving more than $30bn in ecommerce sales a year, and working with our Sales/Retail execution team, enabling growth for the company.
What you'll do as a Digital Customer Experience, Retail Execution, and Ecommerce VP:Omnichannel Experience Strategy:- 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.
Design & Development Leadership:- Lead the design, development, and deployment of customer-facing applications, ensuring a balance between 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.
Customer Insight & Business Alignment:- 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.
Technology & API Enablement:- 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.
Leadership & Team Building:- 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 you'll bring as a Digital Customer Experience, Retail Execution, and Ecommerce VP:- 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.
This position requires the ability to read, write, and understand English at a level sufficient to perform job-related tasks effectively and safely. This includes understanding work instructions, safety protocols, and communications essential to the role. The requirement is directly related to the nature of the job and ensures compliance with workplace safety and operational standards.
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!
Join us in transforming the way our customers interact with us by creating engaging, seamless, and delightful digital experiences!
