Dy Lead B2B Commerce

1) Job Purpose

The role is accountable for conceptualizing, building, and scaling B2B commerce as a strategic digital channel for downstream and primary marketing businesses. This position will ensure the platform delivers a distinctive competitive advantage by leveraging industry best practices and competitor intelligence to create a seamless, customer-centric experience.

The individual will lead the development of the B2B commerce portal on leading B2B Commerce platform, ensuring that all workflows and customer journeys are designed and implemented effectively to deliver an intuitive and engaging experience. Responsibilities include driving end-to-end integration of order management within the platform and associated business processes. A key focus will be enhancing the customer self-service portal to enable order management, reordering capabilities, and improved transparency, thereby elevating customer experience.

Success in this role will be measured by the successful rollout and adoption of the B2B Commerce portal, delivery of well-structured workflows and customer journeys, improved customer engagement metrics, streamlined transactional processes, and positioning the platform as a differentiated marketplace offering for the company.

4) Key Result Areas/Accountabilities:

Key Result Areas/Accountabilities

Supporting Actions

Successful Design and Rollout of Salesforce B2B Commerce Portal

• Deliver a fully functional, intuitive, and scalable B2B commerce platform on Salesforce that meets business objectives and enhances customer experience.
• Lead the end-to-end design and implementation of the portal, ensuring workflows and customer journeys are mapped effectively.
• Collaborate with IT, Sales, Marketing, and Supply Chain teams to integrate ERP (order-to-cash) and CRM processes seamlessly.
• Ensure platform readiness for multiple product lines, pricing models, and customer segments.
• Drive rigorous testing and validation before launch to ensure reliability and usability.

Adoption and Customer Experience Enhancement

• Ensure the B2B commerce channel becomes a preferred engagement platform for customers and internal teams, delivering measurable improvements in experience and efficiency.
• Develop and execute a change management plan to drive adoption among internal stakeholders and customers.
• Enhance the self-service portal with features like order tracking, reordering, and real-time pricing visibility.
• Monitor customer feedback and usage analytics to continuously improve workflows and user experience.
• Conduct training sessions for sales and marketing teams to embed portal usage into daily operations.

Integration, Data Reliability, and Value Realization

• Achieve seamless integration of B2B commerce with ERP and CRM systems, ensuring accurate data flow and delivering tangible business outcomes.
• Oversee migration of data and processes into the new platform without disrupting ongoing operations.
• Ensure pricing workflows and processes are fully automated and aligned with business rules.
• Define KPIs for adoption, order cycle time reduction, and customer engagement track and report progress regularly.
• Leverage data insights from the portal to inform future upgrades, personalization, and strategic decisions.