Digital Channel Manager

Empire Group is a mission-critical manufacturer specializing in CNC machining, additive manufacturing, coatings, assembly, and inspection for the defense, aerospace, robotics, medical, and advanced technology industries. For more than 27 years, we have built our reputation by solving complex manufacturing challenges—not simply making parts. Today, we are investing in digital manufacturing and looking for someone to lead its next stage of growth. About the Role: Own and optimize Empire’s digital manufacturing platforms and customer portals. Evaluate opportunities based on capability, capacity, lead time, quality requirements, and profitability. Coordinate project acceptance with Engineering, Scheduling, Quality, and Production. Manage orders from purchase through production, delivery, and invoicing. Maintain accurate customer and order information within Empire’s ERP and channel systems. Monitor platform activity, response times, order status, and supplier performance. Maintain preferred-supplier status through strong quality, delivery, responsiveness, and service. Client Success: Build strong client relationships through proactive communication. Serve as the voice of the client within Empire. Guide new clients through onboarding and the order process. Respond to inquiries, provide order updates, and coordinate issue resolution. Gather feedback and identify opportunities to improve the client experience. Support client retention and growth across existing accounts. Revenue Growth and Platform Expansion: Increase monthly bookings and profitable digital-channel revenue. Match incoming demand with available capacity and manufacturing capabilities. Identify opportunities to use underutilized capacity. Research, evaluate, and onboard new digital manufacturing platforms. Optimize platform profiles, certifications, capabilities, pricing, and service offerings. Expand client relationships across Empire’s CNC machining, additive manufacturing, coatings, assembly, and inspection capabilities. Develop repeatable processes that allow the channel to scale. Reporting and Performance Management: Build and maintain leadership dashboards for channel performance. Track and report on: Bookings and revenue Gross margin and profitability Opportunity acceptance rates On-time delivery Quality and rejection rates Customer and platform response times Supplier ratings and preferred-supplier status Client retention and repeat business Capacity and channel utilization Performance of newly launched platforms Use data to identify performance gaps, recommend improvements, and support business decisions. What You Bring: At least two years of experience in client success, account management, manufacturing operations, production planning, industrial sales, or a related field. A self-motivated, process-oriented mindset with accountability for results. Strong written and verbal communication skills. Excellent organizational, time-management, and prioritization skills. Ability to manage multiple clients, orders, platforms, and deadlines. Strong analytical and problem-solving skills. Ability to collaborate across Sales, Engineering, Scheduling, Quality, Production, and Finance. Experience working with data, performance metrics, and business reporting. Understanding of manufacturing quoting, scheduling, quality, and order flow. Familiarity with gross margin, capacity planning, and operational metrics. Proficiency with Microsoft Office, including Excel, Teams, and SharePoint. Commitment to delivering a responsive, professional client experience. Nice to Have: Experience in CNC machining, additive manufacturing, or advanced manufacturing. Experience with manufacturing ERP, CRM, or production-management systems. Experience managing digital manufacturing portals or procurement platforms. Familiarity with customer-support or issue-tracking applications. First Year Success: During the first year, the Digital Manufacturing Channel Manager will be ex…

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