Global eCommerce SMB Customer Program Manager

Description and Requirements LenovoPRO has emerged as Lenovo's premier loyalty program dedicated to small businesses who buy on Lenovo.com or via telephone. 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. They will effectively define, pitch, prioritize and coordinate key eCommerce initiatives and scale globally by coordinating cross‑functional teams. This role is critical to defining the LenovoPro 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, 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 high attention to detail, innovative thinking, and a mindset of continuous improvement.

Responsibilities

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 a timely and organized manner

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.

Equal Opportunity Employer We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

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