eCommerce Conversion Rate Optimization (CRO) Manager
About the role
We believe movement is the key to feeling more alive. At Brooks, we're driven to create gear and experiences that take people to the place that makes them feel more alive. Our brand values help bond us together and drive our success: Runner First, Word is Bond, Champion Heart, There is no “I” in Run, Keep Moving. We welcome everyone from every walk of life looking to inspire others through the power of movement.
You are passionate about understanding the customer and optimizing their experience across the entire digital journey. As the eCommerce CRO Manager at Brooks, you will lead the efforts to improve conversion, retention, and satisfaction by combining customer insights, behavioral data, and experimentation.
Responsibilities
- Lead the development of a holistic customer journey optimization strategy that aligns with Brooks’ eCommerce goals and values.
- Own and evolve the Voice of Customer (VoC) program, synthesizing feedback from surveys, session replays, support interactions, and reviews.
- Develop and manage a strategic experimentation roadmap focused on UX, content, and funnel optimization.
- Partner with analytics to identify drop-off points and opportunities across the funnel, from product discovery to checkout and post-purchase.
- Collaborate with UX, engineering, and creative teams to implement and scale winning experiments and enhancements.
- Deliver insights and recommendations through compelling storytelling and reporting to stakeholders across the organization.
- Act as a key stakeholder in broader site enhancements, ensuring alignment with customer needs and business priorities.
- Support the career development of team members and foster a culture of curiosity, collaboration, and continuous improvement.
Qualifications
- Bachelor’s degree in Business, Marketing, or related field; equivalent combination of education and years of experience can be considered in lieu of degree(s)
- 7+ years of experience in digital experience, experimentation, UX research, or eCommerce strategy roles
- Strong analytical skills and experience with tools like Optimizely, Contentsquare, Adobe Analytics, and Salesforce Commerce Cloud
- Deep understanding of customer journey mapping, segmentation, and VoC methodologies
- Ability to translate data into actionable insights and communicate effectively across technical and non-technical teams
- Experience managing multiple priorities under tight deadlines with minimal supervision
- Basic HTML/CSS knowledge is a plus
- Passion for customer-centric design and continuous improvement
- Demonstrated ability to connect the dots across teams, systems, and customer touchpoints
- Embraces and lives the Brooks values!
Benefits
- Medical, dental, vision, life and AD&D insurance, disability insurance, HSA and employer contribution, FSA, family & fertility assistance
- 401K Savings Plan and match, employee assistance program, and transportation assistance
- Generous time off including five weeks of paid time off, eleven paid holidays, paid sick and parental leave
- Annual bonus based on company performance
- Perks including product discounts, employee recognition, fitness discounts, volunteer and donation benefits
Pay
The pay range for this position, based out of the Brooks Seattle HQ, is $110,571 - $165,857 per year. Base pay offered will vary depending on job-related knowledge, skills, and experience.
Schedule
You will spend 4 days per week in our Seattle offices, as we believe our organization flourishes when connections, collaboration, creativity, problem-solving, and celebrations happen in person.