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The VP of Digital Commerce and Experience at T-Mobile is a strategic leader responsible for enhancing digital commerce and engagement across the T-Life platform. This role oversees the integration of customer journey design, engagement, and conversion optimization, ensuring a seamless omnichannel experience. By collaborating with Product, Digital, and Customer Experience teams, the VP drives improvements in digital commerce quality and fosters 'no assistance provided' outcomes. Direct reports include Directors overseeing various aspects of digital journeys and commerce, aligning efforts to elevate the customer experience and drive digital sales. Through leadership and innovation, this role significantly contributes to T-Mobile's mission of providing outstanding digital experiences and commerce solutions.
Job Responsibility:
Oversee the integration of customer journey design, engagement, and conversion optimization to ensure a seamless omnichannel experience
Collaborate with Product, Digital, and Customer Experience teams to drive improvements in digital commerce quality
Lead Directors in aligning digital journeys and commerce efforts to elevate the customer experience and drive digital sales
Foster 'no assistance provided' outcomes by implementing self-service capabilities and enhancing user interfaces
Contribute to strategic planning and execution of digital initiatives that align with T-Mobile's mission
Evaluate emerging technologies and trends to keep digital engagement and commerce platforms innovative and competitive
Participate in other duties or projects as assigned by business management as needed
Requirements:
Bachelor's degree in Business Administration, Marketing, or related field (required)
Master's degree in Digital Marketing, eCommerce, or Business Management (preferred)
10+ years of experience in Digital Marketing, Digital Merchandising, eCommerce, or similar field (required)
10+ years of experience using data and metrics to measure impact and determine improvements in a digital commerce environment (preferred)
10+ years of experience managing high-performing teams and nurturing talent in a digital or eCommerce setting (preferred)
Strategic thinking to develop long-term strategies for digital engagement and commerce that enhance the customer experience
Leadership capability to lead and inspire a team of directors and senior staff, fostering a collaborative and innovative environment
Cross-functional relationship building across Product, Digital, and Customer Experience teams
Strong analytics skills to assess digital commerce performance and customer engagement metrics
Problem solving to identify challenges and create effective solutions to improve digital commerce and engagement
Technology management expertise with digital tools and platforms that support commerce and customer engagement
Customer focus and orientation toward understanding and prioritizing customer needs in digital platforms
Change management skills to lead digital transformation and customer engagement strategy changes
Business acumen and understanding of business operations and their integration with digital commerce and engagement
Familiarity with agile methodologies to drive continuous improvement in digital engagement and commerce processes