Marketing Analyst, Digital Operations
The Sherwin-Williams Company, Cleveland, OH, United States
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
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.
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.
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.
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.
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
Bachelor's Degree or Equivalent Experience
KNOWLEDGE & EXPERIENCE
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
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CORE RESPONSIBILITIES AND TASKS
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.
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.
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.
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.
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
Bachelor's Degree or Equivalent Experience
KNOWLEDGE & EXPERIENCE
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
#J-18808-Ljbffr