Director Digital Sales Innovation - Hybrid

The Director of Digital Sales Innovation will lead and innovate Staples end-to-end solutions that engage millions of B2B customer end users across hundreds of thousands of B2B accounts. As our B2B customers move towards decentralized decision-making and digital-first modes of operation, we need to engage thousands of end users in each account through inventive and innovative tools and approaches. This role drives measurable success by building end-to-end, digitally enabled customer experiences that solve customer pain points and grow share of wallet.

Through structured project management, digitally led innovation, and data-driven decision-making, and team leadership, the Director will build a customer experience flywheel that drives ramp and sales growth at unprecedented scales.

Duties & Responsibilities

• Customer-Centric Strategy Development:
  Define and execute strategies for the ideal end-user experience, collaborating with product, digital site teams, and marketing to deliver outcomes customers love and that drive measurable sales results.
• Engagement & Communication:
  Lead proactive communication with sales leaders and sellers, ensuring bidirectional feedback loops, sharing results and insights, and amplifying successes to foster stronger engagement with DSRs.
• Platform Optimization:
  Manage the DSR platform, refining use cases, saying no to ineffective scenarios, and driving analytics-based improvements to boost engagement and click-through rates.
• Project Management:
  Develop and oversee a structured approach to managing the platform, aligning cross-functional teams and prioritizing impactful projects.
• Chat Strategy Leadership:
  Define and implement an optimal sales chat strategy, establishing its role in the broader customer experience, determining staffing models, and ensuring alignment with service and sales goals.
• Team Oversight:
  Manage and empower a team of marketers and front-line service/sales team members, driving clear objectives, KPIs, and SOPs while delivering exceptional customer engagement results.
• Analytical Mindset:
  Use data-driven approaches to evaluate customer interactions, optimize mini-sites, and refine marketing strategies to improve both qualitative and quantitative engagement metrics.

Education & Experience

• Minimum Education Level: Bachelor’s degree in Marketing, Digital, Product, Business Administration, or a related field OR equivalent work experience.
• Preferred Education Level: Master’s degree or MBA in a relevant discipline.
• Minimum Years of
  
  Experience:
  
  10+ years in marketing, customer engagement, or sales enablement roles, with at least 5 years in a leadership role managing teams and driving strategic initiatives.

Qualifications

• Proven experience managing customer engagement platforms and tools.
• Demonstrated ability to develop and execute marketing strategies that drive measurable results.
• Strong project management skills and familiarity with analytics tools.
• Preferred Experience:
  
  Experience with chat strategies and managing service/sales teams in a digital environment. Background in working with cross-functional teams to implement large-scale customer experience initiatives. Expertise in using tools such as Salesforce, Tableau, or similar platforms.