Senior Manager, Global Export Digital
Company: W. W. Grainger
Location: Lake Forest
Posted on: September 24, 2022
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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
Keywords: W. W. Grainger, Lake Forest , Senior Manager, Global Export Digital, Executive , Lake Forest, California
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