Marketing Analyst, Digital Operations

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships.

CORE RESPONSIBILITIES AND TASKS

1. Incident Management

• Support the day-to-day business operations and incident management of the digital experience that consists of websites, mobile apps, online procurement, digital in-store, and includes content management, personalization, customer identity/login, eCommerce, pricing, promotions, order management, fraud monitoring and fulfillment spanning over the Consumer Brands Group and Paint Stores Group divisions.

• Partner with Customer Service and Retail Store Operations on issue escalations, triage, resolution, and process improvements.

1. Release Management

• Conduct User Acceptance Testing of E-Business Operations related bug fixes and small enhancements in both CBG and PSG before they are released to production via code deployments.

• Triage and prioritize defects logged in release testing by partnering with QA and Digital Product Management teams to determine what, if anything, needs to be fixed prior to deploying code to production.

1. Field Support and Enablement

   • Enable online access for Paint Stores Group national customers, demo digital tools upon request, intake issues from sales team and customers and resolve/log accordingly.

   • Assist leadership in preparation for Paint Stores Group customer facing and/or district facing digital demos.

2. Reporting and Measurement

• Manage weekly, monthly, and quarterly reporting of key E-Business Operations metrics to distribute to various Marketing and IT stakeholders.

• Maintain the E-Business field-facing content in internal marketing system at the direction of E-Business Operations and Customer Success leadership.

• Update and maintain the E-Business Operations Standard Operating Procedure document in Confluence to ensure relevancy with existing content and add in new processes and procedures where applicable.

1. Fraud Prevention and Detection Support

• Partner with Regional Loss Prevention directors, Customer Service, Digital Product Management and Digital Operations leadership to execute existing fraud prevention and detection measures, while considering ways to improve existing processes.

POSITION REQUIREMENTS

FORMAL EDUCATION:

Required:

• Bachelor's Degree or Equivalent Experience

KNOWLEDGE & EXPERIENCE:

Required:

• Minimum 1 year of Digital Operations experience

• Strong communication skills, both written and verbal

• Ability to work cross-functionally and align teams on shared goals

• Strong analytical skills with a data-driven approach to decision-making

• Thrives in a fast-paced work environment, keeping a positive attitude and fostering team spirit

• Good Organization skills, with strong attention to detail

• Ability to consistently meet deadlines without compromising the quality of work

Preferred:

• Experience in eCommerce or digital online experience

• Sherwin-Williams Paint Store Experience