Global eCommerce SMB Customer Program Manager

LenovoPRO has emerged as Lenovo's premier loyalty program dedicated to small businesses who buy on Lenovo.com or via tele. The SMB Customer Program Manager will play a key role on the team as we continue to expand our program and increase its value to our customers. This person will build the strategy, identify opportunities, define site experience needs and have a deep understanding of the SMB audience and competitive positioning to create strong customer connections and long-term loyalty. This person will understand how to effectively define, pitch, prioritize and coordinate key eCommerce initiatives and scale globally by coordinating cross-functional teams. This role is critical to defining the Lenovo Pro value proposition to customers for near-term execution plans and long-term vision roadmaps. The successful candidate will have a passion and knowledge of the SMB audience as well as experience managing an eCommerce property. They will be data-driven, and ardent in implementing their plans, working closely with cross-functional teams and local SMB leaders.

The ideal candidate will be hyper focused on customers and possess an ability to work collaboratively across multiple teams, countries and functions, and play a leadership role when necessary. This role will work closely with business stakeholders, agencies, and other internal groups to develop and execute program features and evaluate results. The Manager will be part of a collaborative, creative, and metrics-based team whose goal is to grow the SMB segment for lenovo.com by providing insights and strategies to cross-functional teams. The individual must be a self-starter and able to lead projects from strategy through to execution with a high attention to detail coupled with innovative thinking and a mindset of continuous improvement.

Specific responsibilities include:

• Drive ongoing competitive benchmarking and apply best practices to improve product positioning and customer experience
• Develop and lead the end-to-end strategy for a best-in-class program aligned to business goals, customer needs, and global market dynamics
• Define long-term program vision, value proposition, member benefits, and differentiation strategy
• Identify and develop new program features for LenovoPRO based on global best practices and loyalty program benchmarks from leaders in adjacent industries.
• Translate strategic priorities into clear roadmaps, initiatives, and measurable outcomes
• Drive continuous program enhancements, including benefits, tiers, promotions, and engagement mechanisms, while evaluating the financial impact of these changes to ensure long-term sustainability and profitability.
• Build strong relationships with internal partners and external vendors to ensure optimal execution and program scalability across regions
• Develop and deliver actionable recommendations to elevate the LenovoPRO customer experience across both web and mobile channels. (Improve OSAT score)
• Leverage in-depth knowledge of CRM systems and account-based marketing strategies to provide needs to marketing team in their plans
• Collaborate with local and global resources to identify gaps and take initiative to address with extended teams in timely and organized execution
• Prepare regular program performance briefs for senior leadership
  
  

Basic Qualifications:

• Bachelor's degree in business, marketing, or related field,
• Experience working on a .com property

Preferred Qualifications:

• Strategic thinking
• Ability to lead through influence, managing stakeholders and guiding cross-regional project teams to gather insights, prioritize needs, and drive alignment
• Strong organizational, project management, analytical and quantitative skills to manage multi-workstream initiatives from end to end
• Attention to detail and results oriented
• Strong written and verbal communication skills
• Exceptional interpersonal and relationship-building skills, with the ability to adapt to diverse situations and collaborate seamlessly across global teams
• Resourceful, proactive and self-motivated
• Willing to be flexible and adapt to changing requirements when needed
• Strong critical-thinking and problem-solving skills
• Thrives in a fast-paced, global environment

The base salary range budgeted for this position is $110,000 - $145,000. Individuals may also be considered for bonus and/or commission. Lenovo's various benefits can be found at www.lenovobenefits.com