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Senior Manager, Global Export Digital

Company: W. W. Grainger
Location: Lake Forest
Posted on: September 24, 2022

Job Description:

Press Tab to Move to Skip to Content Link Location: LAKE FOREST, IL, US, 60045-5201 Grainger is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. We achieve our purpose, We Keep the World Working -, by serving more than 4.5 million customers with a wide range of products that keep their operations running and their people safe. Grainger also delivers services and solutions, such as technical support and inventory management, to save customers time and money. We're looking for passionate people who can move our company forward. As one of the 100 Best Companies to Work For, we have a welcoming workplace where you can build a career for yourself while fulfilling our purpose to keep the world working. We embrace new ways of thinking and recognize everyone is an individual. Find your way with Grainger today. Reporting to the General Manager, Puerto Rico, Global Export, the Senior Manager, Global Export Digital will be an important revenue and profit driver for Grainger Global Export, with end-to-end responsibility across the lifecycle of the digital customer experience-acquisition, conversion, retention, lead generation process owner for transfer to field sales-(for customers on a global basis where Grainger does not have operations.). We have moved to a 2-channel sales model: strategic sales, and digital. You will lead the digital team that manages approximately 4,000+ transactional accounts that aren't covered by the field sales organization. You Will: You will use and deploy the full spectrum of digital lead and demand generation tools, In addition to developing and deploying actionable acquisition and conversion strategies that fuel profitable growth, you will build enduring relationships and a sense of community with Grainger's global customer base, at scale. Beyond the delivery of agreed-upon financial metrics, these efforts should enhance Grainger Brand affinity and loyalty while maximizing LTV and-perhaps most importantly-promoting Grainger's brand status and leadership in MRO distribution space for global export customers in markets where Grainger does not have operations. Scope of Responsibilities Segmentation & Targeting - Working with other Grainger leaders, Marketing & Analytics teams and partners you will optimize and leverage a quantitatively-derived, fact- and insight-based segmentation framework that identifies, defines and prioritizes the highest potential Segments/customers with the greatest Customer Lifetime Value (LTV). This will allow the team to allocate Paid Media, and other Digital Marketing resources, to maximize these segments/customers in a manner that meets our Return on investment hurdles. This segmentation work will help drive optimization and use of a database, used for each important customer segment. Customer Acquisition - You will allocate and invest Paid Media and other Digital Marketing assets to acquire the most profitable customers. As a top priority for our organization, and important to maintaining the long-term health of the business, promote profitable acquisition to ensure Global Export meets its financial and customer goals. You will manage important metrics such as customer conversion rate, reduction in abandonment rates, customer experience. Customer Retention/Customer Portfolio Management - Continue to develop, measure, improve and personalize messages and offers in order to achieve greater results with customers that will be based on retention, average order size growth, and increase in frequency of purchases. Increase retention by using relevant, targeted communications, effective life-cycle management, and other CRM tactics (Email, Social Media, Mobile App, Websites). Cross-Sell and Up-Sell - Develop a targeted and personalized effort to increase continued engagement and retention by cross selling for adjacent categories, up-selling for higher margin products, and selling the Grainger MRO technical expertise along with Grainger as a "one-stop" solution provider. Other main differentiators are Grainger's quality of products, supply chain, and technology. Leveraging Social Communities - Working with Marketing, Sales, Social Media Public Relations, and internal/external agency partners, help create, curate and distribute breakthrough and compelling advertising and editorial content to improve customer trial and retention (I.E. LinkedIn, Twitter) Financial Delivery - You will play a key role in the delivery of agreed-to financial goals, including Revenue, Margin, Market Share, Op earnings, LTV and Return on investment. Pursue a zero-based budgeting approach whereby the focus is on investing in tactics that yield the required Return on investment hurdle rate vs. the more traditional Marketing spend approach. Analytics - You will work with Customer Experience manager to help deliver exceptional customer experiences. You will work with corporate eCom team on new application launches, personalized communications and web site enhancements. Also oversee analytics support for all important (owned) Digital Marketing channels. Ensure best-in-class analytics approaches/tools and Return on investment modeling to enhance profitability. Work with Ecommerce partners by providing, relevant, and predictive insights-derived from data-to facilitate improved enterprise-wide decision-making. Organizational Development - You will review and enhance business strategies to ensure that the organizational structure and skills of team members maximize the delivery of the plan. Hire, develop, promote talent and maximize employee engagement. Performance & Success Measures

  • Increase overall Customer Acquisition, Conversion and Retention Metrics
  • Increase Up-sell and Cross-sell Revenue
  • Increased Growth & Reach of Grainger's Global Export Social Channels and Community
  • Increase Customer Satisfaction (Net Promoter Score)
  • Increase Marketing Effectiveness (Return on investment)
  • Revenue growth and EBITDA targets You Have:
    • General Management/Sales Management Experience - 7 + years in a general management or marketing management role driving revenues and operating earnings. Understanding P&L and its financial levers to bring a positive financial return to the company. Experience developing, motivating and leading a high performance team.
    • Digital Acquisition - analytical and quantitatively oriented, with background in success in driving profitable digital acquisition and conversion. Design and deployment of integrated programs that produce leads, driving prospects into the acquisition funnel, leading to conversion to purchase. Must have solid tactical command of digital tools: SEO/SEM, Email Marketing, Retargeting, Paid Social, and Mobile Media.
    • CRM/Loyalty Marketing - Experience designing and deploying a comprehensive, digital CRM program (retention-focused), using a variety of incentives, rewards, and products to establish and enhance purchase, cross- and up-sell, and loyalty over time. These programs should include tools for building and promoting engagement and loyalty, supported by the most sophisticated Segmentation, Analytics, and digital Marketing approaches.
    • Ecommerce Experience - recent experience managing Acquisition and CRM/Loyalty for an online business selling products or services or an online retail channel (for a business selling in other channels), and developing acquisition and engagement Marketing plans to profitably grow that business (with an understanding of the current eCRM marketplace and agencies/suppliers).
    • Functional Collaboration - Demonstrated a successful track record by working in matrix organizations and collaborating with functional partners to build and implement a strategic road-map. This also includes developing effective lineup of external agency partners, contractors, consultants and other supplier partners.
    • 7+ years' of relevant leadership and technical experience; International experience
    • Built, scaled, and maintained multi-channel life cycle based digital marketing strategies
    • You have demonstrated strategies that drive incremental ROAS and accretive contribution margin
    • You have led and developed digital marketing and analytics teams Rewards and Benefits: With benefits starting day one, Grainger is committed to your safety, health and wellbeing. Our programs provide choice and flexibility to meet our team members' individual needs. Check out some of the rewards available to you at Grainger
      • Medical, dental, vision, and life insurance plans
      • Paid time off (PTO) and 6 company holidays per year
      • Automatic 6% 401(k) company contribution each pay period
      • Employee discounts, parental leave, 3:1 match on donations and tuition reimbursement
      • A comprehensive set of emotional, financial, physical and social wellbeing programs DEI Statement We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

Keywords: W. W. Grainger, Lake Forest , Senior Manager, Global Export Digital, Executive , Lake Forest, California

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