Senior Manager, Digital Customer Experience

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

There's more to CMC than our products and the buildings, structures, and roads they go into. At CMC, it's the people inside our recycling centers, fabrication plants, manufacturing facilities, steel mills and offices that make us who we are as a company. Our success comes from finding, retaining, and supporting the highest quality talent by offering:

• Day 1Benefits Coverage with low cost Medical, Vision and Dental
• Day 1 Paid-time Off and Vacation
• 4.5% Company Match 401(k) Plan
• $500 Annual Company-paid Lifestyle Benefit
• Competitive Compensation and Bonuses
• Company-paid Life and Disability Insurance
• Employee Stock Purchase Plan
• Training and Advancement Opportunities

Why This Job

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.

What You'll Do

• 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

What You'll Need

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

Your Education

• Bachelor's degree in business, Information Systems, Marketing, Engineering, or related field

We are CMC, a Fortune 500 company at the leading edge of our industry. Our construction reinforcement and steel products have supported construction projects and structures around the world. The secret to our success? We've built our legacy by assembling a team of innovators and doers to tackle some of the most challenging construction reinforcement problems facing our world for more than 100 years - and we're just getting started.

CMC is committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, age, physical or mental disability, national origin, citizenship, military or veteran status, sexual orientation, gender identity and/or expression, genetic information, or other status protected by federal, state or local law.