Senior Customer Service Executive eCommerce
Hershey
Senior Customer Service Executive eCommerce
Hershey
Manufacturer of snacks and confectionery brands
Sr. CSE, Walmart Inc eCommerce
Why Hershey
At The Hershey Company, we make more moments of goodness through some of the world's most iconic brands, including Hershey's, Reese's, Kit Kat®, Jolly Rancher, Twizzlers, Dot's Pretzels, Lesser Evil and more. Our team supports a global portfolio of over 90 brands, creating opportunities to shape strategies and drive impact across a breadth of businesses that few companies can offer. While many organizations focus on a handful of brands, Hershey provides exposure to a diverse portfolio of category-leading brands enjoyed by consumers around the world. What truly sets us apart is our legacy. Inspired by Milton Hershey's belief that business should create opportunity for others, we have been making a positive impact for more than a century through our commitment to communities, philanthropy, and our longstanding partnership with Milton Hershey School. When you join Hershey, you become part of a company where purpose, growth, and making a difference are woven into how we do business every day.
Location
Bentonville, AR
How will you fit in the big picture?
The Sr. CSE, Walmart Inc eCommerce is a net-new individual contributor role responsible for accelerating profitable digital growth for the full Hershey portfolio across Walmart and Sam’s Club. Reporting to the Walmart Inc VP/GM, this role owns the digital growth agenda across eCommerce sales, digital penetration, digital share, and profitability. The position also serves as the team’s eCommerce subject matter expert and voice of the customer, while building Hershey’s understanding of the agentic commerce landscape and helping close a critical capability gap.
What will you do?
Own the Digital Growth Agenda
• Set and deliver digital penetration, digital share, and eCommerce sales targets across Walmart and Sam’s Club while growing profitability.
• Translate digital priorities into customer plans and financial commitments through the Annual Operating Plan, in close partnership with Sales and Marketing.
• Diagnose business dynamics using Walmart Scintilla, Sam’s Club MADRID, and additional data sources to identify and communicate business needs.
• Support assortment execution, item setup, and commercialization strategy.
Lead Agentic Commerce & AI Readiness
• Own Hershey’s point of view on agentic commerce at Walmart and Sam’s Club, including retailer AI assistants such as Sparky, agentic shopping experiences, and external AI discovery.
• Partner cross-functionally to strengthen product attributes and content clarity so the portfolio is AI-ready.
• Build internal capability and educate the team on how shopper behavior and AI visibility should shape planning.
Drive Digital Shelf & Conversion Excellence
• Champion digital shelf health across product detail page content, imagery, taxonomy, ratings and reviews, search, and in-stock performance to improve conversion.
• Connect content, search, retail media, availability, and reviews into a unified path-to-purchase strategy and actionable customer plans.
Partner Cross-Functionally
• Coordinate across Sales, Category, Marketing, Supply Chain, and Media to move from insight to coordinated execution.
• Partner with the teams that own Walmart Connect and Sam’s Connect relationships to align retail media strategy.
• Provide leadership with clear readouts on digital performance, competitive gaps, emerging risks, and recommended interventions.
Minimum Requirements
Education: Bachelor’s degree or equivalent relevant experience.
Experience: 7+ years of relevant customer-facing experience, with a strong preference for eCommerce. Sales and/or category management experience will also be considered.
• Hands-on proficiency with customer data and commerce platforms, including Walmart Scintilla, Sam’s Club MADRID, Walmart Connect, and Sam’s Connect.
• Demonstrated ownership of digital and eCommerce performance metrics, including penetration, share, and ROAS.
• Strong analytical skills with the ability to turn complex data into clear, actionable commercial stories.
• Proven ability to influence and align cross-functional teams in a matrixed environment.
• AI fluency and familiarity with retailer and external AI tools, such as Sparky, Rufus, ChatGPT, and Gemini.
• Experience with digital shelf and syndication tools and syndicated data.
• Comfort navigating ambiguity and building new capabilities.
Benefits and Perks
At Hershey, we offer competitive pay and a comprehensive total rewards package designed to support your wellbeing, financial security, and life outside of work.
• Comfort navigating ambiguity and building new capabilities.• Health & Wellbeing: Medical, dental, and vision coverage, plus wellness programs that support your physical and mental health begin on Day 1.
• Comfort navigating ambiguity and building new capabilities.• Financial Security: Competitive pay, annual incentive opportunities, and a 401(k) with company match
• Comfort navigating ambiguity and building new capabilities.• Time Off & Flexibility: Paid time off, company holidays, and flexible ways of working where applicable
• Comfort navigating ambiguity and building new capabilities.• Growth & Development: Career development programs, learning opportunities, and internal mobility
Benefits may vary based on role, location, and eligibility.
#LI-BS1
This role is an advanced SME who leads strategic initiatives and high‑impact projects that influence commercial outcomes within Account & Client Management. It independently manages complex client workstreams and serves as a primary expert contact for cross‑functional partners and senior client stakeholders. The role focuses on retaining and expanding key relationships through strategic planning, issue resolution, and solution design. It drives long‑term client satisfaction and measurable business growth.
1. Lead Strategic Client and Account Workstreams This responsibility owns complex client or account workstreams that have significant impact on business unit performance. It defines scope, milestones, and success measures, coordinating contributions from multiple functions without direct people leadership. This work delivers improvements in revenue, margin, and client satisfaction for high value accounts.
2. Manage High Value Client Relationships as a Senior SME This responsibility serves as a senior subject matter expert for high value accounts on complex commercial or service topics. It leads discussions to understand evolving client needs and aligns internal stakeholders on responses and solutions. This sustains strong, long term relationships and unlocks new growth opportunities within assigned portfolios.
3. Drive Solutions for Complex, Cross Process Client Issues This responsibility diagnoses and resolves client issues that span multiple processes, systems, or stakeholder groups within the business. It analyzes root causes, designs corrective actions, and tracks results to confirm effectiveness. This reduces recurrence, protects client trust, and stabilizes performance across affected accounts.
4. Build Insight Driven Account Plans This responsibility develops or refines account plans using financial data, customer insights, and market information. It identifies growth opportunities, risk areas, and coordinated actions needed from the broader account team. This planning aligns resources and activities to deliver sustained value for both the client and the organization.
5. Represent Account and Client Management in Strategic Cross Functional Initiatives This responsibility provides the client and account management perspective in strategic cross functional projects such as new offerings, service models, or process changes. It defines client requirements, reviews proposed solutions, and validates that outcomes meet customer expectations. This ensures enterprise initiatives support strong client experiences and commercial results.
7+ years
The anticipated base salary range for this role is $149680 to $187100 per year. The actual base salary offered will depend on a variety of job‑related factors, including, but not limited to, experience, skill set, education, and training. In addition to a market-competitive base salary, our Total Rewards package includes performance‑based incentives and a comprehensive, competitive benefits package designed to support overall physical, mental, and financial well‑being (as applicable). Learn more about Hershey’s benefits and all the resources Hershey provides to support our employees’ physical, emotional, and financial well‑being by visiting the Hershey Digital Employee Experience at www.askHRbenefits.hersheys.com
The Hershey Company is an Equal Opportunity Employer. The policy of The Hershey Company is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's race, color, gender, age, national origin, religion, citizenship status, marital status, sexual orientation, gender identity, transgender status, physical or mental disability, protected veteran status, genetic information, pregnancy, or any other categories protected by applicable federal, state or local laws.
The Hershey Company is an Equal Opportunity Employer - Minority/Female/Disabled/Protected Veterans. You may request a reasonable accommodation if you are unable or limited in your ability to use or access our online application process as a result of a disability.
You can request an accommodation via phone or email.To request an accommodation via phone, please call +1 877-804-1794 and leave a voicemail with your contact information. You may also email a request for accommodation to [email protected]. Please be sure to include “Accommodation Needed” in the subject line. This will ensure that your email is routed to the appropriate contact who will handle your request.
Hershey makes and sells snacks and confections under many well-known brands, such as HERSHEY’S, REESE’S, KIT KAT, JOLLY RANCHER, ICE BREAKERS, and SkinnyPop, earning billions in revenue each year. Its products are created by baking, molding, and packaging chocolate bars, candy, and snack foods so they can be enjoyed by consumers and distributed through retailers around the world. What sets Hershey apart is its large, diverse brand portfolio and its long-standing commitment to responsible business practices and community support, including education initiatives like the Milton Hershey School. The company’s goal is to create more moments of goodness for people by delivering trusted snacks while supporting its people and communities through sustainability and social programs.
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