Director, Shared Digital Customer Experiences

Sherwin-Williams Co.; Cleveland (OH); Vor Ort; USD 180.000 - 240.000; Vollzeit

Zusammenfassung

Sherwin-Williams in Cleveland, OH seeks a Director, Shared Digital Customer Experiences to define, build, and optimize digital experiences across web and mobile channels. You will own the product strategy and roadmap for key customer journeys, enabling discovery, inspiration, research, account management, transactions, and tasks across touchpoints.

Reporting to the Senior Director of Digital Experience & Product, you’ll lead a team of digital product managers and partner with UX, Marketing,

Qualifikationen

• 7+ years of experience in Digital Product Management/leadership with program/portfolio management.
• Strong quantitative and analytical orientation using data to drive decisions.
• Experience building and scaling platform and decisioning products.
• Proven track record of mentoring large, geographically distributed PM teams.
• Excellent communication and stakeholder management across functions and levels.

Aufgaben

• 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 journeys, experiences, and optimization initiatives.
• Partner with UX, Digital Merchandising, Content Strategy, Marketing, Analytics, and Technology teams to deliver customer-centered experiences.
• Champion a customer-first mindset by leveraging customer research, analytics, and journey mapping to identify opportunities.
• Own end-to-end lifecycle from discovery through delivery, adoption, and optimization.

Kenntnisse

Product leadership

Analytical mindset

Stakeholder management

Mentoring PM teams

Communication

Ausbildung

College Degree

Tools

Adobe Experience Cloud

AEM

Commerce

Target

CJA

Jobbeschreibung

Job Description

Director, Shared Digital 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.

Job Description

Director, Shared Digital 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.

Responsibilities

• 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.

Qualifications

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%

About Us

At Sherwin-Williams, our purpose is to inspire and improve the world by coloring and protecting what matters. Our paints, coatings and innovative solutions make the places and spaces in our world brighter and stronger. Your skills, talent and passion make it possible to live this purpose, and for customers and our business to achieve great results. Sherwin-Williams is a place that takes its stability, growth and momentum and translates it to possibility for our people. Our people are behind the strength of our success, and we invest and support you in:

Life … with rewards, benefits and the flexibility to enhance your health and well-being

Career … with opportunities to learn, develop new skills and grow your contribution

Connection … with an inclusive team and commitment to our own and broader communities

It’s all here for you... let’s Create Your Possible

At Sherwin-Williams, part of our mission is to help our employees and their families live healthier, save smarter and feel better. This starts with a wide range of world-class benefits designed for you. From retirement to health care, from total well-being to your daily commute—it matters to us. A general description of benefits offered can be found at http://www.myswbenefits.com/.

Compensation decisions are dependent on the facts and circumstances of each case and will impact where actual compensation may fall within the stated wage range. The wage range listed for this role takes into account the wide range of factors considered in making compensation decisions including skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. The wage range, other compensation, and benefits information listed is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable federal, state, and local laws including with the \"Los Angeles County Fair Chance Ordinance for Employers\" and the \"California Fair Chance Act\" where applicable.

Sherwin-Williams is proud to be an Equal Employment Opportunity employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.

As a VEVRAA Federal Contractor, Sherwin-Williams requests state and local employment services delivery systems to provide priority referral of Protected Veterans.

Please be aware, Sherwin-Williams recruiting team members will never request a candidate to provide a payment, ask for financial information, or sensitive personal information like national identification numbers, date of birth, or bank account numbers during the application process.