Digital Customer Experience & E-Commerce Manager

CMC•Irving, TX

30d

About The Position

The Digital Customer Experience & e-Commerce Manager role is critical to the development and success of CMCs Digital Customer Experience. This dynamic and multifaceted position requires a blend of strategic thinking, technical expertise, and exceptional communication skills to drive CMC's digital customer transformation. You are a strategic leader responsible for defining the vision, strategy, roadmap, and scalability of the Digital Customer Experience through eCommerce, customer integrations and digital/agentic customer support and service. This role bridges various stakeholders across and within specific Lines of Business (LOBs), ensuring the digital strategy aligns with business goals, meets user and customer needs, and delivers market value. CMC provides an excellent opportunity to learn the steel, construction reinforcement and ground stabilization industries and to grow in your career. Whether you will spend your day brainstorming in an office cubicle, operating a crane, running manufacturing equipment or troubleshooting technical obstacles, at CMC, you'll get the training and support from your team that you need to excel in your role and reach your full potential.

Requirements

Excellent analytical and critical thinking skills
Ability to translate customer needs and market insights into actionable digital requirements.
Strong leadership and communication skills.
Understanding of eCommerce and EDI systems with a minimum of two years leading an eCommerce function.

Responsibilities

Define the Digital Customer Experience vision and strategy based on market research, customer feedback, and business objectives at the Enterprise, global level
Develop a digital roadmap outlining future features, functions, and release plans at an Enterprise-wide level across existing and new CMC businesses
Take legacy platforms to a best-in-class position
Plan for CMCs move into an agentic customer experience
Work closely with cross-functional teams, including Salesforce Product Managers, IT, design, marketing, sales, and implementation partners, and Sales Enablement to ensure a secure and successful digital development and launch
Communicate digital updates, milestones, and the roadmap to internal stakeholders and external customers
Lead the digital customer experience development process from concept to launch, including planning, development, testing, and internal and external release
Ensure eCommerce websites are user-friendly, visually appealing, and easy to navigate
Review the existing design and practicality of the company's online presence and digital platforms and make suggestions around a differentiated and leadership position
Make executive decisions to ensure existing and future platforms facilitate profit generation
Collaborate with Product Managers, software developers, and members of the Rin & Maintain Scrum teams to ensure alignment to the CMC wider business strategy, and implementation success
Focus on adoption, scalability, value automation, and ROI.
Define and track key performance indicators (KPIs) to measure digital performance and success.
Analyze traffic to inform website maintenance and marketing strategies' effectiveness.
Develop promotional campaigns in collaboration with the Commercial Operations and marketing teams to launch and increase adoption of sites
Provide digital training and support to internal teams, customers, and partners as needed.
Capture strategies by developing Playbooks by initiative or LOB
Manage the digital lifecycle, including updates, enhancements, and end-of-life decisions
Monitor market trends and the competitive landscape to identify opportunities for innovation, differentiation, or alternatives that are best-in-class
Responsible for increasing online volumes and driving traffic to the websites
Focus on providing a frictionless digital customer experience