Overview:

Reports to the Vice President for Digital Experience and Operations, in NAPA’s US Automotive Group.

The is a senior level position responsible for the commercial ownership of our B2B eCommerce business, and Digital strategy. This includes digital solutions we provide to the core B2B customers (auto repair shops, commercial accounts) and to our store associates in NAPA branded stores.

Besides being customer-facing, this position is the key liaison between the Product team, marketing, technology team, and other business functions.

Position Mission:

To drive the adoption of B2B ecommerce and digital tools, increase engagement and sales that come through these channels (eSales).

Go-To-Market leader for these channels, and a key interface with key internal functions, including Product, Support, marketing, engineering, sales, etc.

A key contributor to the strategic direction and vision for B2B eCommerce and associated digital initiatives, including ProLink, PartsPro, 3rd party marketplaces, Customer Punch Out and Shop Management (TRACS and beyond TRACS).

Responsibilities:

The Director B2B Experience is responsible for the below key duties, besides any other, as assigned by management.

• Own the development of the eCommerce and Omni-Channel B2B strategy, and ensure it is aligned with senior executives on broader GPC strategic imperatives.
• Responsible for commercial growth targets for all customer facing B2B eCommerce assets (PROLink, Integrations and Shop Management), ensuring specific financial targets (revenue and margin contribution) are tracked and exceeded on a regular basis.
• Responsible for commercial growth and user-satisfaction for store associate facing B2B eCommerce assets (PartsPro, NXP, Store Console), ensuring specific commercial targets (search experience, revenue, etc.) are tracked and exceeded on a regular basis.
• Work with business operators and field teams to identify, and support the enhancement of these B2B experiences, while helping drive adoption and engagement of these tools, with customers, independent store owners and store associates.
• Be the champion for the customer and end-user, immersing and being the SME on the customer journey, identifying pain points, removing or mitigations pain points and creating BIC experiences.
• Identify and evaluate initiatives based on end-to-end customer experiences, strategic, financial, and operational dimensions, and help inform investment priorities, based on business value.
• Drive a customer centric culture, ensuring Voice of Customer input is balanced with design thinking and ideation principles.
• Embed Customer Journey Mapping techniques to align all actions to online and omni-channel Customer Experience aspirations.
• Work closely with the Technology Product team on prioritization of key initiatives.
• Lead all customer and field communication, setting and managing a BIC 2-way feedback system, to drive CSAT of all eCommerce/Digital capabilities.
• Lead a team of Experience specialists, business operations, and deployment team members, while in-directly influencing Experience Designers, Product, Engineering, and marketing teams.
• Attract and develop next-generation high-potential internal and external talent.

Requirements:

• College Degree in Business related discipline essential. MBA preferred.
• 8+ years in related disciplines (B2B eCommerce, online merchandising, product management, eCommerce operations).
• Technical knowledge of eCommerce systems and trends, with ability and knowledge to understand how these work, and able to articulate the need from a customer and business lens.
• Creative thinker with the ability to challenge the status quo, and think outside of the box.
• Demonstrated strategic capabilities, clearly able to articulate strategic framework and process
• Demonstrates consistent track record of leadership, teamwork, and delivering high impact results.
• Synthesizes data to enable fact-based decision making to inform strategic and operational recommendations that translate into action.
• Works in highly team-oriented capacity partnering closely with business unit and functional teammates.
• Shows ability to lead cross-functional teams through effective communication and collaboration.
• Embodies self-starter mentality and demonstrates ability to successfully manage multiple projects.
• Understands the GPC and NAPA history and serves as respectful ambassador of change to drive improvement.
• Aligns with GPC core values – hard work, giving back, humility, team-centric, servant leader.
• Advanced skills in Excel and PowerPoint strongly preferred.