Digital Product Director, Customer Experiences

The Sherwin-Williams Company; Charlotte (NC); On-site; USD 180,000 - 240,000; Full time

Job summary

The Sherwin-Williams Company is seeking a Director, Digital Product, Customer Experiences in Charlotte, NC to define and lead the strategy for customer-facing digital experiences across web and mobile channels.

This leader will build and mentor a team, partner across UX, merchandising, marketing, analytics and technology to deliver measurable improvements in engagement, conversion, satisfaction, and revenue.

Qualifications

• College degree required; MBA preferred.
• 7+ years in Digital Product Management/leadership with Program/Portfolio management.
• Strong quantitative orientation using data to drive decisions.
• Experience building and scaling platform and decisioning products.
• Proven track record mentoring large, geographically distributed PM teams.
• Exceptional communication and stakeholder management skills.

Responsibilities

• Define and lead the product vision, strategy, roadmap for customer-facing digital experiences across web and mobile channels.
• Lead, coach, and develop a team of Product Managers for customer journeys and experience optimization.
• Partner with UX, Digital Merchandising, Content Strategy, Marketing, Analytics, Technology to deliver customer-centered experiences.
• Champion a customer-first mindset using research, analytics, VOC, journey mapping, and experimentation.
• Own end-to-end lifecycle from discovery through delivery, adoption, and optimization.
• Establish and monitor KPIs for engagement, satisfaction, conversion, adoption, and revenue.
• Collaborate with Platform Product teams to support evolving customer experience needs.

Skills

Data-driven decisions

Stakeholder management

Analytical mindset

Product leadership

Customer journeys

Communication

Agile delivery

Team mentoring

Education

College degree

MBA preferred

Tools

Adobe Experience Cloud - AEM, Commerce, Target, CJA

Job description

The Director, Digital Product, Customer Experiences is responsible for defining, building, optimizing, and measuring customer-facing digital experiences across Sherwin-Williams' web and mobile channels. This leader will own the digital product strategy and roadmap for key customer journeys, ensuring customers can effectively discover products, explore colors and inspiration, research solutions, manage accounts, complete transactions, and accomplish important tasks across digital touchpoints.

Reporting to the Senior Director, Digital Experience & Product, this role leads a team of digital product managers focused on customer journeys and experience products. The Director will work closely with Digital Product, CX Platforms & Services, UX, Digital Merchandising, Content Strategy, Marketing, Analytics, Technology, Operations, Sales, and Field teams to translate customer needs and business priorities into intuitive, effective, and measurable digital experiences.

The ideal candidate is a customer-obsessed digital product leader with deep expertise in customer experience strategy, eCommerce journeys, digital product management, journey optimization, experimentation, analytics, and agile delivery. They are highly skilled at connecting customer insights, business goals, UX principles, content, merchandising, and platform capabilities to deliver digital experiences that improve engagement, conversion, satisfaction, loyalty, and business performance.

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships.

The team is based in Cleveland, Ohio, and is on-site. Qualified applicants residing elsewhere will be considered, with preference given to candidates located in or willing to relocate to Cleveland, OH, with relocation assistance provided, or Charlotte, NC.

• Define and lead the product vision, strategy, roadmap, and performance goals for customer-facing digital experiences across web and mobile channels.
• Lead, coach, and develop a team of Product Managers responsible for customer journeys, digital experiences, and experience optimization initiatives.
• Partner with UX, Digital Merchandising, Content Strategy, Marketing, Analytics, Business Stakeholders and Technology teams to deliver intuitive, effective, and customer-centered experiences.
• Champion a customer-first mindset by leveraging customer research, behavioral analytics, Voice of Customer insights, journey mapping, and experimentation to identify opportunities and prioritize investments.
• Own the end-to-end lifecycle of customer-facing digital experiences, from discovery and prioritization through delivery, launch, adoption, and continuous optimization.
• Establish and monitor KPIs that measure customer engagement, satisfaction, conversion, adoption, revenue contribution, and overall journey performance.
• Collaborate with Platform Product teams to identify and prioritize the underlying capabilities required to support evolving customer experience needs.
• Lead cross-functional planning and governance processes that align customer experience priorities with business objectives and technology delivery.
• Drive continuous improvement across key customer journeys by identifying friction points, simplifying experiences, and increasing customer and business value.

Required

• College Degree
• 7+ years experience in Digital Product Management/leadership with Program/Portfolio management including leadership roles on fast-paced teams driving responsible, sustainable growth
• Strong quantitative and analytical orientation using data to drive decisions
• Experience building and scaling platform and decisioning products
• Proven track record of managing and mentoring large, geographically distributed PM teams
• Exceptional communication and stakeholder management skills, with the ability to influence across functions and levels

Preferred

• MBA
• Experience in both retailer and supplier environments.
• Adobe Experience Cloud - AEM, Commerce, Target, CJA
• Mobile Development tools and technologies
• Agile, iterative development techniques.

Travel

• 10%