The Director of B2B Digital Customer Engagement will lead and innovate Staples end-to-end solutions that engage millions of B2B customer end users across hundreds of thousands of B2B accounts. As our B2B customers move towards decentralized decision-making and digital-first modes of operation, we need to engage thousands of end users in each account through inventive and innovative tools and approaches. This role drives measurable success by building end-to-end, digitally enabled customer experiences that solve customer pain points and grow share of wallet. Through structured project management, digitally led innovation, and data-driven decision-making, and team leadership, the Director will build a customer experience flywheel that drives ramp and sales growth at unprecedented scales.Duties & Responsibilities
Customer-Centric Strategy Development: Define and execute strategies for the ideal end-user experience, collaborating with product, digital site teams, and marketing to deliver outcomes customers love and that drive measurable sales results.
Engagement & Communication: Lead proactive communication with sales leaders and sellers, ensuring bidirectional feedback loops, sharing results and insights, and amplifying successes to foster stronger engagement with DSRs.
Platform Optimization: Manage the DSR platform, refining use cases, saying no to ineffective scenarios, and driving analytics-based improvements to boost engagement and click-through rates.
Project Management: Develop and oversee a structured approach to managing the platform, aligning cross-functional teams and prioritizing impactful projects.
Chat Strategy Leadership: Define and implement an optimal sales chat strategy, establishing its role in the broader customer experience, determining staffing models, and ensuring alignment with service and sales goals.
Team Oversight: Manage and empower a team of marketers and front-line service/sales team members, driving clear objectives, KPIs, and SOPs while delivering exceptional customer engagement results.
Analytical Mindset: Use data-driven approaches to evaluate customer interactions, optimize mini-sites, and refine marketing strategies to improve both qualitative and quantitative engagement metrics.
Education & Experience
Minimum Education Level: Bachelor’s degree in Marketing, Digital, Product, Business Administration, or a related field OR equivalent work experience.
Preferred Education Level: Master’s degree or MBA in a relevant discipline.
Minimum Years of Experience: 10+ years in marketing, customer engagement, or sales enablement roles, with at least 5 years in a leadership role managing teams and driving strategic initiatives.
Qualifications
Proven experience managing customer engagement platforms and tools.
Demonstrated ability to develop and execute marketing strategies that drive measurable results.
Strong project management skills and familiarity with analytics tools.
Preferred Experience: Experience with chat strategies and managing service/sales teams in a digital environment. Background in working with cross-functional teams to implement large-scale customer experience initiatives. Expertise in using tools such as Salesforce, Tableau, or similar platforms.
Staples is an Equal Opportunity Employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender idenity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.For individuals with disabilities that need additional assistance at any point in the process, please call 1-888-490-4747 for more information.
