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Sonepar USA · 1 day ago

Director Customer Solutions

United States

Full-time

Hybrid

Director/Executive

7+ years exp

Sonepar USA is a company that supports its brands through a shared services model, fostering an inclusive culture. The Director of Omnichannel Solutions will lead the delivery of digital tools and platforms, ensuring their deployment and optimization to enhance customer and associate experiences, while collaborating with various teams to drive digital growth.

ElectronicsManufacturing

No H1B

Responsibilities

Digital Transformation

Lead the representation if operating companies in SUSA as liaison with Sonepar Digital Factory

Understand the digital strategies and plans of Operating Companies and help develop a model to drive those programs locally

Partner with the Strategic Sales Team to align the digital solutions roadmap(s) with the needs of the Operating Companies and their customers

Work closely with Strategic Sales Team, OpCo and Regional presidents to ensure business perspective and to garner alignment on digital programs, influence change where necessary/appropriate

Drive end to end performance of the digital solution suite in partnership with operating company leadership, applications development, IT, Operations and Sales

Responsible for aligning local and SUSA-wide needs with Spark’s capabilities and roadmap, while balancing priorities across both levels to safeguard the interests of OpCos and Sales leadership

Presents full suite of digital services to appropriate stakeholders, seeks to understand the customer and cross functionally align services to prioritize and bring solutions to the end user

Ensure scalable and clear adoption metrics for all solutions

Digital Strategy

Create a strategic plan combining the solution roadmaps with business priorities and needs to drive world class omnichannel experiences for customers and associates

Create a deep understanding of the customer journey and associate experience within SUSA OpCo’s and how digital solutions can best enable each

Provide tools to the local teams to support their role in delivery of omnichannel strategies aligned with the business strategy

Operating Company Advocacy

Lead the advocacy for each Operating Company and their customers to the larger digital factory teams ensuring best in class customer solutions

Understand the digital strategies and plans of the Operating Companies and help develop a model to drive those programs

Assist Operating Companies to develop proposals and advance them through the project intake and assessment process

Ensure all North American Operating Companies needs are well represented and addressed in the roadmap of spark solutions

Qualification

Digital TransformationDigital StrategyCustomer Experience OptimizationChange ManagementBusiness AnalysisInterpersonal SkillsTeam CollaborationCommunication SkillsCreative Problem SolvingAdaptability

Required

5+ years distribution industry experience preferred

7+ years experience in Digital or IT leadership role

7+ Years Distribution Customer Service Experience

Significant experience working in a large, complex, and customer-focused service delivery environment, in support of business strategy

Excellent understanding of one or more business areas (sales, operations, supply chain, finance, etc.) and a comprehensive understanding of the digital organization

Experience facilitating change management involving business processes and organizational change

Demonstrated knowledge of core business processes and operations

Deep understanding of the core customer segments and their desires to leverage digital solutions

Demonstrated knowledge of strategic use of digital solutions to optimize customer experiences

Experience with on-line web search capabilities and the creation of a strategy to engage and win new prospects

Understand and able to communicate complex business requirements to the technology teams

Understand and able to communicate technology fundamentals to business teams

Proven experience facilitating identification of creative solutions

Proven experience conducting business analysis and soliciting, understanding, and verifying business requirements

Able to communicate up and down the management chain, providing the appropriate message to the audience about digital transformation and omni-channel experience

Able to work with senior stakeholders to influence the status quo

Offers constructive suggestions and acts as a trusted advisor to the business

Highly motivated and self-directed; able to effectively prioritize and execute while under pressure

Strong customer service orientation

Experience working in a team-oriented, collaborative environment

Empathetic and with strong interpersonal skills; able to influence, negotiate and resolve conflict

Proven ability to communicate and explain complex issues in clear, concise, persuasive language both verbally and in writing

Highly adaptable and flexible; able to adjust quickly to new situations and changing priorities

Able to offer creative, innovative, and strategic solutions to business challenges

Facilitate and influence end to end engagement to achieve desired business outcomes

Be authorized to work for Sonepar in the United States without VISA sponsorship now or in the future