Senior Manager, Digital Customer Experience

CMC•Irving, TX

About The Position

The 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.

Requirements

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

Nice To Haves

Manufacturing, industrial, construction materials, distribution, or B2B customer experience leadership preferred

Responsibilities

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