Director Customer Solutions

Sonepar Management Group (SMG) supports our Sonepar brands (i.e. operating companies) in the US through a shared services model. These services include, but are not limited to: human resources, finance, digital enterprise, supply chain, vendor relations, marketing, legal, and communications. The SMG teams enable our brands to do business in their local regions while taking advantage of the scale and collective resources of a global enterprise.

SMG fosters an inclusive and supportive culture. We offer leadership and development programs to help you reach your career goals. Our associates share in our collective achievements, and we firmly believe that Sonepar is "Powered by Difference." By driving technology and innovation, enabling paths to success, and caring about our people and their families, we have built a workplace where you can build a fulfilling career.

The Director of Omnichannel Solutions at Sonepar USA plays a pivotal role in enabling the company's omnichannel experience by leading the delivery of best-in-class digital tools and platforms. This role ensures the seamless deployment, adoption, and optimization of digital capabilities that empower both customers and associates. The individual in this role owns the digital solutions portfolio, aligning it with business goals and user needs, and collaborates with Operating Company and Strategic Sales Team leaders to drive digital growth across all touchpoints. They shape the development of innovative, tailored digital solutions-both locally and in partnership with the Digital Factory. This role is responsible for equipping our workforce with comprehensive training and support programs to maximize the value of these solutions. By actively partnering with each Operating Company and Sales vertical leader to support their unique market needs and goals, this role prioritizes the success of both customers and associates, making it a strategic enabler of Sonepar USA.

This is a Hybrid position and can be located in Broomfield-CO, Hamilton-NJ, or Dallas-TX and requires 40% travel to operating companies and distribution centers across the Sonepar enterprise.

Responsibilities

1. 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.

1. 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

1. 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

Formal Education and Certifications

• 5+ years distribution industry experience preferred
• 7+ years experience in Digital or IT leadership role
• 7+ Years Distribution Customer Service Experience

Knowledge & 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

Skills

• 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

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What We Offer You

We offer great family-friendly benefits to full-time associates:

We're proud to be a military-friendly company, and our many employee resource groups (ERGs) help you make connections and feel supported.

Learn More About Us

Get to know us on LinkedIn, Facebook, Instagram and Youtube and learn how we're "Powering Progress for Future Generations."

Learn more about us and our Sonepar family of brands: https://www.soneparusa.com/us-en/about-us

Equal Employment Opportunity Statement

Sonepar is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, or any other categories protected by federal, state or local law.

Sonepar and our family of brands are committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please call 843-745-2420 or emailrecruiting@sonepar-us.com.