Global eCommerce SMB Customer Program Manager

Lenovo is a global technology powerhouse focused on delivering Smarter Technology for All. The SMB Customer Program Manager will be responsible for developing and executing strategies to enhance the LenovoPRO loyalty program for small businesses, ensuring a strong customer connection and long-term loyalty.

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 timely and organized execution
• Prepare regular program performance briefs for senior leadership

Requirements:

• Bachelor's degree in business, marketing, or related field
• Experience working on a .com property
• B2B customer focus with a preference for Small Medium Business (SMB)
• 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