Digital Customer Experience Manager in Stoke-on-Trent

Company: Finning (UK) Ltd Number of Openings: 1 Worker Type: Permanent Position Overview: Are you a strategic digital leader with a passion for driving online sales and customer experience? Finning UK & Ireland, the world’s largest Caterpillar dealer, is seeking an experienced eCommerce Manager to lead our digital sales growth and go-to-market strategy across a suite of cutting-edge platforms. This is a pivotal role that blends commercial strategy, digital innovation, and team leadership to deliver a market-leading online experience for our customers. Job Description: Key Responsibilities: eCommerce Sales Growth & Management Drive online sales of equipment, parts, and services, with a focus on Aftermarket growth. Develop and execute commercial plans to meet sales and self-service targets. Optimize the online product range and customer experience across platforms. Collaborate with internal teams and Caterpillar to identify and exploit sales opportunities. Manage the digital sales pipeline and increase connected asset subscriptions. Digital Go-To-Market Strategy & Execution Lead go-to-market planning for new and existing digital applications. Coordinate product training and support for successful adoption. Advocate for platform enhancements using customer and dealer feedback. Deliver a seamless onboarding experience for equipment sales. Manage Integrated Procurement and PO automation projects. Team Leadership & Development Lead and develop a team of Digital Experience Sales Specialists. Set clear objectives, provide coaching, and foster a high-performance culture. Deliver internal and customer-facing training and solution demos. Performance Analysis & Optimization Develop dashboards and reports to track KPIs and drive continuous improvement. Analyse customer behaviour and sales data to identify trends and opportunities. Support operational excellence across key digital platforms. Knowledge, Skills & Experience: Proven experience in B2B eCommerce, multichannel sales, and digital marketing. Strong understanding of procurement processes and digital application commercialization. Demonstrated success in developing and executing go-to-market strategies. Experience managing online product ranges, merchandising, and digital platforms. Commercial accountability for sales targets, retention, and KPIs. Strong communication, stakeholder management, and analytical skills. Experience with CRM systems, NPS, and customer experience optimization. Minimum 3–5 years in eCommerce or digital sales roles. Bachelor’s degree in Business, Marketing, eCommerce, or related field. Attention to detail and ability to manage multiple priorities. What we offer: In addition to a competitive salary, bonus, car allowance, 25 days holiday, life insurance, and up to 7% pension, you will benefit from: A comprehensive benefits package A supportive and collaborative work environment Opportunities for professional growth and development At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter. Finning is a forces-friendly employer having signed the Armed Forces Covenant, and pledges to treat those who serve or have served in the armed forces, and their families fairly.