Job Description

Position Summary:

The Sr. Manager, Customer Journey & Experience Strategy, sits at the intersection of UX, Brand Marketing, and Digital Content Strategy. This role is responsible for analyzing, optimizing and evolving the customer journey with strategies that drive both immediate conversion and long-term customer lifetime value (CLV). Acting as the champion and voice of customer experience, this individual will challenge current UX practices, develop editorial standards, and build innovative frameworks that give customers reasons to engage and return beyond price and promotions. The Sr. Manager will report on journey effectiveness, pilot new templates and approaches, and serve as a strategic partner across the organization to ensure a consistent, inspiring, and high-performing digital experience.

Need to be comfortable working in a fast paced environment and able to pivot quickly as we balance developing long term strategies while tracking and reacting to short term opportunities within the business. Having a growth mindset is critical for this role as we transform the eComm team and our processes into a modern, best-in-class digital organization.

Key Accountabilities:

Customer Journey Mapping & Strategy

• Continuously challenge existing UX and merchandising flows to optimize both conversion and long-term engagement.
• Develop and maintain comprehensive customer journey maps and dashboards that highlight friction points, opportunities, and success.

Editorial Standards & Experience Innovation

• Define and maintain digital editorial standards for storytelling, tone, and content experience across pages and templates.
• Partner with UX, Digital Merchandising and Brand teams to deliver narrative-driven experiences that inspire browsing and deepen emotional connection.
• Develop and test new page templates, navigation frameworks, and journey approaches through a robust test-and-learn culture.

Data-Driven Insights & Reporting

• Utilize analytics and journey-mapping tools (e.g., Adobe Analytics, A/B platforms) to track behavior and engagement.
• Report on key journey KPIs including conversion, repeat purchase rate, browse depth, CLV growth, drop-off points, and customer satisfaction.
• Turn insights into actionable strategies that improve both the transactional and relational value of the experience.

Customer Lifetime Value & Retention

• Partner with CRM, loyalty, and brand marketing teams to identify opportunities for segmentation, loyalty tier migration and repeat visits.
• Implement strategies that encourage ongoing browsing and brand engagement beyond price & promotions.

Cross-Functional Collaboration

• Voice of the wholistic customer journey and representing that POV in all key cross-functional meetings.
• Educational resource for all key stakeholders for all things customer journey and VOC related topics
• Ensure journeys balance brand storytelling with performance and seasonal business objectives, providing a seamless and customer-first experience across all digital and physical touchpoints.

A/B Testing & Optimization

• Design and execute A/B tests to optimize website content, messaging, and user flows.

Voice of Customer (VoC) Programs

• Leverage surveys, feedback loops, and customer reviews to gain insights and improve the journey.

Technology & Innovation

• Identify, test and recommend new applications of technology or solutions to enhance experience (i.a. AI-driven solutions, chatbots, or automation tools)

Future Team Development

• Establish scalable processes and frameworks for Customer Journey & Experience Strategy.
• Prepare for future expansion of the team as business needs grow.

Education and Experience:

• Bachelor’s Degree required.
• 5+ years of experience in customer experience, digital strategy, e-commerce, UX, or digital content strategy.
• Strong understanding of customer journey mapping, personalization, editorial content design, and digital analytics.
• Experience balancing brand storytelling with performance goals.
• Proven track record of implementing initiatives that improve both conversion and CLV.
• Hands-on experience with analytics, A/B testing, and behavioral insight tools (Adobe Analytics, Dynamic Yield, etc.).
• Excellent project management skills with the ability to prioritize and execute multiple initiatives simultaneously.
• Strong collaboration, communication, and influence skills to drive alignment across cross-functional teams.

Detail-oriented with a customer-first mindset and a passion for testing, learning, and innovating.

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