Manager, Digital Experience
Position Summary
The Manager, Digital Experience is a commercially focused digital product leader responsible for the strategy, performance, optimization, and continuous improvement of customer-facing digital platforms. This role serves as the business owner of the end-to-end digital customer journey, from initial engagement through conversion and post-purchase interactions.
The successful candidate will define product vision and roadmaps, champion experimentation and optimization initiatives, leverage data-driven insights, and collaborate with cross-functional teams to deliver impactful digital experiences that drive revenue, engagement, and customer satisfaction.
Key Responsibilities
Product Strategy & Roadmap Management
- Own the product vision, strategy, and roadmap for digital platforms and customer journeys.
- Establish and manage OKRs aligned with business objectives, including conversion, revenue, engagement, and retention.
- Prioritize product enhancements using impact-driven frameworks and data-backed decision-making.
- Develop business cases and enhancement proposals that clearly articulate customer needs, expected outcomes, resource requirements, and success metrics.
- Align platform initiatives with broader digital and commercial strategies.
Conversion Optimization & Analytics
- Lead experimentation programs, including A/B and multivariate testing, to improve conversion rates, customer engagement, and revenue performance.
- Define testing strategies, hypotheses, success metrics, and measurement frameworks.
- Partner with analytics teams to identify customer behavior trends, funnel performance issues, and optimization opportunities.
- Leverage digital analytics and customer insights to inform product decisions and prioritize improvements.
- Monitor and report on key performance indicators, customer journeys, and platform effectiveness.
Personalization & Emerging Technology
- Identify and implement personalization, automation, and AI-driven capabilities that enhance customer experiences and reduce friction.
- Collaborate with CRM and customer data teams to deliver targeted and personalized experiences.
- Evaluate emerging digital technologies and recommend solutions that support business growth and competitive differentiation.
Cross-Functional Leadership & Stakeholder Management
- Serve as the primary liaison between Marketing, Technology, Sales, CRM, and other business stakeholders.
- Partner with technology teams to manage platform enhancements through Agile delivery methodologies.
- Manage relationships with external vendors and agency partners, ensuring quality, timelines, and budget expectations are met.
- Present platform performance, roadmap updates, and strategic recommendations to leadership teams.
- Advise stakeholders on digital optimization strategies that support business objectives.
Team Leadership & Operations
- Lead and develop a high-performing team, providing coaching, mentorship, and performance management.
- Foster a culture of accountability, innovation, collaboration, and continuous improvement.
- Support talent development, onboarding, and capability building within the team.
- Drive adoption of new tools, technologies, and processes across digital teams.
Qualifications
- Bachelor's degree required; advanced degree preferred.
- 6+ years of experience in digital product management, eCommerce, digital experience, or related fields.
- Proven experience owning and optimizing customer-facing digital platforms with measurable business impact.
- Strong expertise in conversion rate optimization (CRO), experimentation, personalization, customer journeys, and digital merchandising.
- Deep understanding of web analytics, KPI development, attribution models, and performance reporting.
- Experience building business cases and securing stakeholder buy-in for digital investments.
- Strong leadership experience managing teams, contractors, vendors, or agency partners.
- Proficiency with Agile methodologies, Scrum, SAFe, Jira, or similar project management frameworks.
- Excellent communication, presentation, stakeholder management, and problem-solving skills.
- Experience with digital analytics, testing, personalization, CRM, and eCommerce platforms preferred.
- Familiarity with AI-driven customer experiences, automation, and emerging digital technologies is highly desirable.
