WELCOME TO SHERWIN-WILLIAMS
Here, we believe there’s not one path to success, we believe in careers that grow with you. Whoever you are or wherever you come from in the world, there’s a place for you at Sherwin-Williams. We provide you with the opportunity to explore your curiosity and drive us forward. We’ll give you the space to share your strengths and we want you to show us what you can do. You can innovate, grow, and discover in a place where you can thrive and Let Your Colors Show!
Sherwin-Williams values the unique talents and abilities from all backgrounds and characteristics. All qualified individuals are encouraged to apply, including individuals with disabilities and Protected Veterans.
CORE RESPONSIBILITIES AND TASKS
The Marketing Manager of E-Business Operations is responsible for ensuring a seamless and stable digital experience across all customer touchpoints that include
This business role is the key conduit between the technologies that power our interconnected customer experience and the teams delivering new digital products and driving business through the platforms. You will partner closely with IT Development and IT Operations, Digital Product Management, and Digital Merchandising teams to support omni-channel experiences in market, the piloting and rollout of new digital products, and will establish processes, procedures and KPIs to drive operational efficiencies in The Americas Group.
The successful candidate for this role will be a business-minded digital leader and communicator with a track record of driving excellent customer experience via operations for ecommerce, order management, mobile and/or web development for a large company or retailer.
Essential Job Responsibilities
Responsible for day-to-day business operation of the digital experience platform that consists of websites, mobile apps, online procurement, digital in-store, and includes content management, personalization, customer identity/login, ecommerce, pricing, promotions, order management, fraud monitoring and fulfillment.
Partner with IT Development and IT Operations team on establishing and managing SLAs and procedures for incident management and problem management.
Effectively communicate with stakeholders, peers and greater team regarding opportunities, issues and serve as front-line communication of high and critical incidents.
Partner with Customer Service and Retail Store Operations on issue escalations, triage, resolution and process improvements.
Establish and manage KPIs and monitoring requirements to ensure successful detection and triage of issues, customer struggle, and site/experience performance
Identifies and recommends changes to improve effectiveness of technology, site, and application performance in support of customer acquisition/retention, conversion, and revenue generation initiatives.
Supports development and day to day operation of integrations, enhancement, maintenance and updates of core capabilities, systems, and technologies that enable customer experiences, and fuel tools and applications that build customer loyalty, drive purchase process and revenue generation across all shopping channels.
Collaborates on optimization assessment and approaches for e-commerce and order management capabilities, site content, tools, applications, and services to ensure availability of accurate and consistent information across customer touchpoints, devices, and platforms to connect with customers whenever and wherever they choose.
Participate in omnichannel technology and process needs assessments and gap analysis to influence adoption and gain consensus for new technologies and/or solutions that could contribute to long-term program success and differentiate SW from the competition.
Partner with IT Development and IT Operations teams and Digital Product Management Teams on release schedules, quality assurance practices, user acceptance testing, analytic requirements and administration, and A/B and/or multi-variate testing capabilities are in place and scheduled according to project requirements, deliverables, and timelines.
Leverage key measures and reports for evaluating site, tools, application performance, and/or core functionalities to make recommendations regarding changes or upgrades needed to deliver against customer needs and omnichannel marketing goals for customer acquisition/retention, conversion, and revenue generation.
Verify compliance with e-commerce practices, payment procedures, and online policies for managing and maintaining customer information, user generated content usage and sharing, and SW assets
Maintain, build and groom a backlog of defects and operational enhancement requests for technical teams and digital product management
Bachelor’s Degree in IT, Business, Operations, Marketing or similar
Bachelor’s Degree in IT, Business, Operations, Marketing or similar
KNOWLEDGE & EXPERIENCE:
7+ years of experience in eCommerce or digital online experience in a function requiring technical capability
Experience managing vendor relationships
Experience coaching, development and leading a high-performing digital team.
Experience with enterprise ecommerce and OMS platforms.
Experience leveraging with monitoring and analytics tools.
Experience with integrations between content management, digital asset systems, data management systems.
Experience with technologies such as WebSphere/HCL Commerce, Adobe Experience Manager, Sterling OMS, IBM Call Center, Console
Experience with monitoring and analytics tools such as Dynatrace, Google 360, Ensighten, Cognos
Sherwin-Williams is proud to be an Equal Employment Opportunity/Affirmative Action employer committed to an inclusive and diverse workplace. 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.
Primary Location: United States-Ohio-Cleveland
Work Locations: US OH Cleveland Headquarters
101 West Prospect Ave
Sherwin-Williams is proud to be an Affirmative Action, Equal Employment Opportunity, Inclusion and Diversity Supportive Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identify, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.
VEVRAA Federal Contractor requesting priority referral of protected veterans.