Senior Manager, Site Experience & Optimization

What You’ll Do

• Own the overall customer experience across our ecommerce sites and identify opportunities to improve conversion, engagement, retention, and average order value.
• Monitor site performance and customer behavior to uncover friction points and areas for improvement.
• Partner closely with Ecommerce, Merchandising, Creative, and Marketing teams to continuously improve the shopping experience.
• Ensure site experiences support business objectives, customer needs, and brand standards.
• Create and lead our website testing and experimentation program.
• Develop and manage a prioritized testing roadmap based on business goals, customer insights, and performance data.
• Plan, launch, and analyze A/B tests, multivariate tests, and personalization initiatives.
• Establish testing processes, documentation, and best practices that can scale with the business.
• Help foster a culture where decisions are informed by data, customer behavior, and experimentation.

Analytics & Insights

• Define and track key site performance metrics and KPIs.
• Build and maintain weekly dashboards and reporting that communicate website performance, customer behavior, testing outcomes, and business impact.
• Turn data into actionable recommendations that drive business results.
• Measure and report on the incremental revenue and performance gains generated through experimentation and site improvements.
• Present findings, recommendations, and optimization priorities to leadership and cross-functional stakeholders.

Digital Experience Strategy & Product Development

• Serve as the primary liaison between Ecommerce, Marketing, Creative, UX, and Technology teams to translate business objectives into customer-facing website features, functionality, and digital experiences.
• Partner with Marketing, CRM, Paid Media, Product Marketing, and Merchandising teams to identify opportunities to improve customer acquisition, engagement, conversion, and retention through new website capabilities and experiences.
• Develop business requirements, user stories, and prioritization recommendations for website enhancements and new feature development.
• Partner closely with UX designers and Creative teams to design, test, and launch new consumer-facing experiences, landing pages, site functionality, and merchandising tools.
• Manage and prioritize a roadmap of site enhancements, optimization initiatives, and customer experience improvements in partnership with Ecommerce and Technology leadership.
• Work closely with Web Development and QA teams to ensure projects are thoroughly tested, meet business requirements, and are delivered on time.
• Champion customer-centric design principles and advocate for best-in-class experiences across desktop and mobile platforms.
• Ensure website experiences comply with accessibility standards (ADA/WCAG), privacy regulations, and applicable legal and regulatory requirements.
• Partner with Legal, Compliance, and Technology teams to review proposed features, data collection practices, and customer experiences to mitigate risk and ensure compliance.
• Stay current on emerging ecommerce technologies, UX best practices, AI tools, accessibility standards, privacy requirements, and digital experience trends to inform future roadmap recommendations.