Director, Digital Customer Experience & Platform Strategy

Commercial Metals; Irving (TX); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Day 1 Benefits Coverage with low cost

Day 1 Paid-time Off and Vacation

4.5% Company Match 401(k) Plan

$500 Annual Company-paid Lifestyle

Competitive Compensation and Bonuses

Company-paid Life and Disability

Employee Stock Purchase Plan

Training and Advancement Opportunities

Job summary

Commercial Metals seeks a Sr. Manager, Digital Customer Experience to define and execute our digital customer strategy across platforms like myCMC. You will own customer-facing technologies, portals, data integration, and AI-enabled engagement to deliver measurable value.

You will partner with Sales, Marketing, IT, Product, Customer Service, Finance and leadership to align investments with revenue growth and customer satisfaction, while ensuring governance, security, and scalable architecture.

Qualifications

• 10+ years leading digital customer experience, eCommerce, or related.
• Deep understanding of CX, engagement, sales processes and business performance.
• Strong Salesforce (Commerce Cloud) and ERP integration expertise.
• Experience leading enterprise-scale roadmaps and governance.
• Strong data management, analytics, and AI-enabled capabilities.
• Proven cross-functional leadership and executive influence.
• Experience managing vendors and software development teams.
• Strong financial, analytical and strategic decision-making skills.
• Exceptional communication and stakeholder management.
• Manufacturing, industrial, construction materials, or B2B CX leadership preferred.

Responsibilities

• Define the enterprise vision, strategy, and roadmap for the myCMC digital ecosystem.
• Develop a multi-year roadmap aligned with commercial objectives and platforms.
• Lead evolution toward self-service, connected experiences, AI-enabled engagement.
• Identify technologies and trends to improve customer experience.
• Establish governance, standards, and success measures for CX initiatives.
• Ensure initiatives support the Commercial Operating System and growth strategy.
• Lead development of a unified digital platform across CMC Lines of Business.
• Establish a scalable data foundation via Salesforce, ERP, EDI and portals.
• Ensure secure, scalable platform architecture in partnership with IT.
• Govern prioritization, investments, releases, lifecycle planning.
• Manage vendors, partners, and external development resources.
• Define governance for customer data across systems and analytics.
• Create AI-ready data foundation for personalization and automation.
• Sponsor AI initiatives to improve service, responsiveness, and engagement.
• Lead future agentic experiences, including digital assistants and workflows.

Skills

Digital customer experience

Salesforce CRM

Cross-functional leadership

Data analytics

Vendor management

Strategic roadmaps

Stakeholder management

AI technologies

Budgeting & forecasting

Communication skills

Education

Bachelor's degree

Tools

Salesforce Commerce Cloud

ERP integration

Analytics platforms

Job description

Commercial Metals seeks a Sr. Manager, Digital Customer Experience to define and execute our digital customer strategy across platforms like myCMC. You will own customer-facing technologies, portals, data integration, and AI-enabled engagement to deliver measurable value.

You will partner with Sales, Marketing, IT, Product, Customer Service, Finance and leadership to align investments with revenue growth and customer satisfaction, while ensuring governance, security, and scalable architecture.