Digital Customer Experience Manager

Sprague is growing, and we need your energy to make it happen! 

Sprague is passionate about delivering diverse products and programs that warm, power and move the world. We keep homes warm through Northeastern winters and hospitals cool through summer. We help small businesses focus on serving their communities, and our renewable fuels keep our country’s infrastructure running. From importing wind energy components to deploying leading-edge solar technology to help power terminal facilities, we are committed to continually evolving to meet our customers’ changing energy needs.

Our Culture

We recently surveyed our employees to ask them their favorite part of the job. They answered, "The people I work with."

In addition to great coworkers, you’ll enjoy perks like medical benefits and retirement contributions that start on your first day.  Employees start with three weeks (15 days) of paid vacation time per year! Sprague also provides tuition reimbursement for any employee that would like to further their education.  Sprague has adopted a casual business dress code where you can wear jeans to work!  Do you like to get involved where you work?  Is giving back important to you? It’s important to us, too! Sprague donates back to the communities in which we live and work every year, and provides opportunities for employees to support various charities throughout the year. In addition, Sprague offers paid volunteer time to allow employees to support charities which are meaningful to them. Sprague has a range of committees to support varying initiatives (Sustainability, Charitable, Scholarship, Innovation, FunForce, etc.). Sprague is a place that cares about its employees, its community, and about creating a place where people want to come to work every day.

Plus, we have some great benefits!

• 401(k) Traditional and Roth plans with employer match of 100% of the first 6% of the employee’s contribution
• Defined Contribution Plan with an automatic contribution from Sprague
• Paid Volunteer Time
• Flexible Working Policy
• Choice of high deductible and PPO Health Plans to fit your individual needs
• Wellness Program

We want to hear from you!

This opportunity will be hybrid and based in Portsmouth, NH.

We are searching for a driven, results-oriented Digital Experience Manager to build and oversee the digital experience for our customers. In this position, you will play a critical role in ensuring a seamless online experience across various business units and product offerings within the company. You will be responsible for managing the customer portals, fostering cross-functional collaboration to integrate systems, while driving customer adoption of and engagement with our customer platform(s).

• Architect, implement, and manage a comprehensive digital customer experience strategy.
• Oversee the development of an integrated customer facing energy management platform for our customers, bringing together separate platforms into one unified experience.
• Collaborate with IT and product development teams to integrate customer portals with back-end systems (ERP, CRM, etc.) to streamline order processing, account management, and data exchange between systems and platforms.
• Partner with different business units to understand their specific needs and ensure the customer’s online experience caters to diverse customer requirements across product offerings and business units.
• Work with sales teams to develop content and functionalities that drive customer adoption and engagement with the customers platform(s).
• Prioritize proposed enhancements to reflect the Company’s business needs, gaining alignment from relevant internal stakeholders, and feedback from external users build business requirements for continuous improvements.
• Analyze customer feedback and user data to identify trends and opportunities for portal improvement and feature development.
• Manage vendor relationships for any third-party portal technologies or integrations.
• Stay abreast of industry trends and identify opportunities to enhance the platform's functionality and competitiveness.

Do you like to solve problems and consider yourself forward thinking? If you are looking for a place to challenge yourself, then Sprague is your place. Sprague employees are dedicated and driven. We work best as a team, knowing that collaboration leads to innovation and the best customer experience. We are looking for hardworking colleagues to join us and help us stay at the forefront of the energy industry, which is where we’ve been for the last 150 years.

Qualified candidates for this role will have the following:

• Bachelor’s degree in business administration, marketing, or related field.
• 7+ years of experience in digital experience management or B2B e-Commerce
• Proven experience in managing and optimizing customer portals and related applications.
• Strong understanding of customer journey mapping and user flow modeling.
• Excellent analytical skills with the ability to interpret customer data and associated reports.
• Experience collaborating with cross-functional teams, especially interfacing with IT teams.
• Experience with project management methodologies and software.
• Excellent communication, presentation, and interpersonal skills.
• Working knowledge of the energy sector is highly desired.

Who we are:

Sprague takes a collaborative, customer-centric approach to providing best-in-class energy products and related services throughout the Northeast. Founded in 1870, we pride ourselves on offering customers the expert solutions and high-quality service that help their businesses thrive in any market landscape. Sprague values innovation, safety, integrity and people. We know that our people are what set us apart from our competition, and we work hard to make sure each employee across our 20+ locations knows how important they are to our community. 

Come join us to learn why we are consistently celebrating 20-, 30-, and even 40-year anniversaries here at Sprague!

Sprague is an EEO/AA employer.  We strongly encourage minorities, females, Vets and individuals with disabilities to apply.

As a federal contractor we adhere to OFCCP employment regulations. Click here for OFCCP compliance information