Sr. Director, E-commerce & Customer Enablement

BASIC FUNCTIONS

This position builds long-term strategic plans for the organization’s customer-facing digital commerce and enablement platforms, including e-commerce storefronts, marketing websites and content management systems, the customer account center, and product usage/self-service portals. It oversees the departments budget, directs the definition and implementation of customer requirements, and supports the ongoing life cycle management of these systems. This newly established role consolidates leadership of the E-Commerce function and the Customer Enablement Systems function under a single, accountable owner, with responsibility for driving commercial growth, security governance, AI enablement, and a seamless end-to-end digital customer experience.

QUALIFICATIONS

• 15+ years of Software Development experience, including substantial experience in a senior digital leadership role with accountability for customer-facing platforms at scale (e-commerce, web, or customer self-service environments).

• 7+ years of Software Development leadership experience, including leading and developing large, multi-disciplinary teams through periods of structural change.

• BS Engineering/Computer Science or equivalent experience required; advanced degree preferred.

• Relevant professional certifications or formal training in digital leadership or enterprise architecture preferred.

TECHNICAL SKILLS

• Life cycle management.

• Knowledge of large, complex systems, including multi-tenant e-commerce platforms, decoupled/headless storefront architectures, and hybrid on-premises/cloud environments.

• Strong knowledge of architectural principles, including experience with cloud-native platform architectures (e.g., AWS, Azure, or GCP) and modern DevSecOps practices.

• Proven ability to leverage technical metrics to drive effective business decisions.

• Expertise and proven experience with various resource models such as Managed Services and Staff Augmentation models.

• Strong proficiency in multiple database technology, design and manipulation, optimization, best practices, and leading industry trend knowledge.

• Industrywide or broad companywide technical knowledge across e-commerce, content management, and customer self-service platforms.

• Software development process expert in agile development methodologies

• Broad technical understanding across web platform architecture, application development practices, and security standards), with the ability to engage credibly with Engineering and Architecture teams and challenge technical decisions constructively.

• Demonstrable experience leveraging AI tools and platforms to accelerate engineering delivery and to build AI-powered, customer-facing experiences

• Excellent skills in setting, communicating, implementing, and achieving business objectives and goals through the direct management of others.

• Excellent communication (verbal and written) and customer service skills. Strong interpersonal, communication, and presentation skills applicable to a wide audience including senior and executive management

• Strong budgeting and finance skills.

• Expertise in development languages and platforms including but not limited to: Java/J2EE, JavaScript, JSP, C/C++, HTML, XML, SQL, .Net, e-commerce platforms (e.g., Magento/Adobe Commerce), content management systems (traditional and headless), cloud infrastructure services (e.g., AWS), Windows, and UNIX.

ACCOUNTABILITIES

• Own and be personally accountable for the security posture of all platforms within scope, establishing and maintaining a security-first culture, and ensuring rigorous standards, controls, and testing are embedded into all development and operational practices.

• With Product Management, define and own the strategic vision for e-commerce, positioning the digital channel as a primary commercial growth lever and competitive differentiator; drive measurable improvements in digital revenue, conversion, trading performance, and customer acquisition.

• Take ownership of customer self-service platforms, including the account management centre, ensuring an exceptional, low-effort customer experience.

• Responsible for leaders with teams of both internal and external technology resources.

• Meet or exceed operational targets, service-level agreements, schedules, quality, or cost requirements.

• Perform reviews to ensure enterprise and architectural standards and processes are followed, working closely with Engineering, Architecture, and Information Security to manage technical debt responsibly.

• Develop leaders to build senior leadership bench strength.

• Lead the development of technical standards, and perform reviews to ensure enterprise and architectural standards and processes are followed.

• Manage system and user acceptance testing cycles to ensure accurate and quality business solutions.

• Serve as a primary technical point of contact for external technology resources, and oversee vendor and partner relationships across the digital estate, managing contracts, performance, and commercial terms effectively.

• Design and work with complex data models.

• Seek diverse ideas and perspectives from a variety of sources to create better solutions, products, and services.

• Act as the senior digital leader for all customer-facing platforms, representing the function at Executive and Board level as required, and communicating complex technical and strategic topics clearly and confidently to non-technical senior audiences.

• Lead the adoption of AI-assisted development tools and workflows across engineering and product teams, and define the strategic roadmap for AI-powered, customer-facing capabilities, ensuring the responsible, well-governed use of AI.

• Carry out management responsibilities in accordance with the organization’s policies, procedures, and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.

• All other duties as assigned.

U.S. National Base Pay Range: $156,700 - $290,900. Geographic differentials may apply in some locations to better reflect local market rates. This job is eligible for an annual incentive bonus.

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