Staples
Director Digital Sales Innovation - Hybrid
Staples, Framingham, MA, United States
Job Description
The Director of Digital Sales Innovation 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
The Director of Digital Sales Innovation 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.
- 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.
- 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.