Digital Customer Experience Manager

Sprague Energy - Portsmouth, NH

Full-time - Mid Level

Portsmouth, NH

Merchant Wholesalers, Nondurable Goods

About the position

We are searching for a driven, results-oriented Digital Experience Manager to build and oversee the digital experience for our customers. In this position, you will play a critical role in ensuring a seamless online experience across various business units and product offerings within the company. You will be responsible for managing the customer portals, fostering cross-functional collaboration to integrate systems, while driving customer adoption of and engagement with our customer platform(s).

Responsibilities

• Architect, implement, and manage a comprehensive digital customer experience strategy.
• Oversee the development of an integrated customer facing energy management platform for our customers, bringing together separate platforms into one unified experience.
• Collaborate with IT and product development teams to integrate customer portals with back-end systems (ERP, CRM, etc.) to streamline order processing, account management, and data exchange between systems and platforms.
• Partner with different business units to understand their specific needs and ensure the customer's online experience caters to diverse customer requirements across product offerings and business units.
• Work with sales teams to develop content and functionalities that drive customer adoption and engagement with the customers platform(s).
• Prioritize proposed enhancements to reflect the Company's business needs, gaining alignment from relevant internal stakeholders, and feedback from external users build business requirements for continuous improvements.
• Analyze customer feedback and user data to identify trends and opportunities for portal improvement and feature development.
• Manage vendor relationships for any third-party portal technologies or integrations.
• Stay abreast of industry trends and identify opportunities to enhance the platform's functionality and competitiveness.

Requirements

• Bachelor's degree in business administration, marketing, or related field.
• 7+ years of experience in digital experience management or B2B e-Commerce.
• Proven experience in managing and optimizing customer portals and related applications.
• Strong understanding of customer journey mapping and user flow modeling.
• Excellent analytical skills with the ability to interpret customer data and associated reports.
• Experience collaborating with cross-functional teams, especially interfacing with IT teams.
• Experience with project management methodologies and software.
• Excellent communication, presentation, and interpersonal skills.
• Working knowledge of the energy sector is highly desired.

Benefits

• 401(k) Traditional and Roth plans with employer match of 100% of the first 6% of the employee's contribution.
• Defined Contribution Plan with an automatic contribution from Sprague.
• Paid Volunteer Time.
• Flexible Working Policy.
• Choice of high deductible and PPO Health Plans to fit your individual needs.
• Wellness Program.
• Three weeks (15 days) of paid vacation time per year.
• Tuition reimbursement for further education.
• Casual business dress code.