Digital Commerce Manager

About The Kendall Group

The Kendall Group is comprised of eight divisions with 75+ locations in ten states. Combined, we serve the Electrical, Automation, Pipe, Valve, and Fitting products, Steam, Lighting, Industrial Controls, and Instrumentation Industries. The Kendall Group is a 100% employee-owned company. Kendall offers a great opportunity for a rewarding career.

Why The Kendall Group?

Our employee ownership model is the core of who we are. You will not only own part of the company, but you will own your future. At Kendall, you'll have opportunities to learn and grow while being coached and mentored along the way. We're that company where people stay! We're proud to say more than 60% of our associates have more than 5 years of tenure, and more than 40% have greater than 10 years. At Kendall, you will be valued and supported, your ideas will be heard, your voice will matter, and you'll work alongside incredible people who care about your success.

Role Summary: Reporting to the Director of Marketing, the Digital Commerce Manager is a key member of the Marketing team. The Manager of Digital Commerce is responsible for shaping and delivering differentiated digital customer experience across Kendall's e-commerce platforms, PunchOut, other electronic business channels. This role is deeply customer oriented, partnering closely with the Sales organization to understand customer workflows, buying behaviors, adoption barriers, and opportunities for growth. Working in tandem with the Digital Commerce Solutions Architect, this role translates customer and sales needs and leads the team to develop them into digital experiences, enhancements, and capabilities that make it easier for customers to do business with Kendall.

Exciting work you will do:

The essential duties and responsibilities of the Manager of Digital Commerce will consist of, but are not limited to, the following:

• As a leader, model the following behaviors with your team:
  • Provide leadership, direction, growth, and mentoring
  • Adhere to our company values of Success Beyond the Sale, Partnership as a Promise, We Do What We Say, Legacy of Impact, and Purpose-Driven Progress
  • Invest in self-growth through participating in continuous improvement, learning, and development
• Customer Engagement & Sales Partnership
  • Serve as the primary advocate for the customer's digital experience, ensuring our online channels align with customer workflows, expectations, and buying needs.
  • Build strong working relationships with Sales Leadership, Account Managers, Category Managers, and Business Development teams to understand customer challenges, identify opportunities for digital adoption, and support customerspecific requirements.
  • Participate in key customer conversations, onsite visits, and sales meetings to gather insights, promote digital capabilities, and identify solutions that improve ease of doing business.
  • Partner with the Solutions Architect to translate customer requirements into digital commerce enhancements, integrations, and features.
• Driving Digital Adoption & Customer Value
  • Develop and execute increased customer engagement, adoption, and satisfaction strategies across ecommerce, PunchOut, EDI, cXML, VMI, and mobile experiences.
  • Map customer journeys and buying behaviors to identify gaps and friction points; lead initiatives to improve usability, navigation, search, and workflow alignment.
  • Lead the creation of training, demos, playbooks, and communication materials that empower sales teams to confidently promote digital tools to customers.
• Merchandising, Marketing, and Buyer Experience
  • Partner with Sales, Category Managers, and Marketing to promote key products, categories, manufacturers, and industry initiatives through digital channels.
  • Support new product introductions and sales campaigns with enhanced online merchandising, content strategies, buyer journeys, and product data optimization.
  • Oversee product data quality, associations, and digital merchandising practices to ensure customers can easily find the right products, accessories, alternates, and related items.
• Analytics, Insights & Continuous Improvement
  • Coach the team to use analytics and VOC (voice of customer) insights to monitor adoption trends, diagnose dropoff points, optimize conversion, and strengthen customer loyalty.
  • Drive digital adoption by leveraging the extended department to develop and execute increased customer engagement and satisfaction programs to improve retention and expand utilization of digital services.
• Digital Channel Performance & Execution
  • Monitor B2B digital channel health, adoption, sales revenue vs. growth targets, engagement, and customer service performance; quickly identify and address problems or opportunities.
  • Partner with the Solutions Architect to ensure functionality is aligned with customer needs, optimized for ease of use, and technically reliable.
  • Develop and share KPIs and dashboards that highlight customer adoption, sales impact, engagement metrics, and system performance.
• Leadership & Team Management
  • Provide daytoday leadership of the Digital Commerce team, ensuring strong execution, customer-support alignment, and continuous improvement.
  • In conjunction with the Director of Marketing, develop an annual plan for strategic improvement that results in enhanced customer satisfaction and revenue growth.
  • Support the recruiting, selection, onboarding, and development of team members.
  • Set clear goals, deliver regular coaching, conduct annual performance reviews, and foster a culture of customer focus, accountability, and innovation.

• Other duties as assigned
  

Competencies you possess:

• Service Excellence
• Results, Action Oriented
• Accountability and responsibility
• Teamwork and collaboration
• Developing Talent
• Managerial Courage
• Building Team Morale
• Process Management
• Awareness of the needs of others
• Problem Solving
• Strategic Ability
• Attention to Detail

What you'll need:

• Work Experience: 5 years' experience in E-commerce leadership or digital customer experience roles (B2B or B2C); experience working with Sales teams, customerfacing initiatives, or customer adoption programs; proven experience implementing or maintaining B2B ecommerce platforms; background in digital marketing, merchandising, or online product promotion
• Education: Bachelor's degree in business, marketing communications or related field
• Analytics/Computer Skills: Advanced skills in Microsoft Office Suite; deep understanding of digital customer experience best practices, including merchandising, search, content, and user journeys.
• Organization Skills: Highly organized, detail-oriented and focused on continuous improvement; strong attention to detail and commitment to data accuracy/security; ability to manage project timelines, budgets and resources
• Cross-functional skills: Strong relationshipbuilding skills with the ability to collaborate, influence, and partner with Sales, customers, suppliers, and crossfunctional teams
• Communication Skills: Strong communication skills; ability to engage directly with customers, presenting digital capabilities and supporting sales conversations
• Leadership: Strong leadership and team management skills with a track record of building and leading high-performing teams
• Physical, Mental and Visual Skills: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions.
  • Ability to see, talk, hear, stand and walk
  • Ability to sit for 8 hours a day
• Physical Environment: Normal office environment
• Travel: As needed to engage with team, regional and executive leadership and strategic industry and vendor events

Qualifications we prefer but don't require:

• Work Experience: 7 years' experience in E-commerce leadership or digital customer experience roles (B2B or B2C)

The Kendall Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, physical or mental disability, citizenship, military status, protected veteran status, genetic information, or any other characteristic protected under applicable federal, state, or local law.