Manager, Digital Experience

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.