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Framingham

    Senior Manager Digital Experience - Framingham, United States - Staples

    Staples
    Staples Framingham, United States

    3 weeks ago

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    Description

    We are seeking a Senior Manager Digital Experience to lead the digital experience for one of our four super categories across our B2B and B2C sites. This position is responsible for driving a "best in class" site experience and digital growth for the category.

    As an expert on how our customers shop, they will build and lead a team focused on customer behavior and site performance, utilizing web analytics to drive conversion, AOV, sales and margin. They will drive the execution of the category digital roadmap and build an unparalleled shopping experience in collaboration with team leaders across the company including Merchandising, Recommendations, Digital UX, Content, Product and Staples Digital Solutions teams.

    The candidate must be comfortable working with senior business stakeholders. This role requires an excellent collaborator, communicator, and leader with an obsession towards creating best-in-class customer experiences.

    This role requires strong eCommerce experience, excellent collaboration, communication, and a strong bias towards data-based decision making. The successful candidate is a problem solver in a fast-moving and highly diverse environment and will be able to handle multiple projects simultaneously while ensuring accuracy and timeliness are not compromised. In addition to strong analytical skills, they must be adept at communicating strategy to senior leadership in both verbal and presentation formats. They must be comfortable managing in a cross functional environment and have experience partnering with technical teams to deliver results.

    Given the highly strategic and cross-functional nature of this role, successful applicants will possess a combination of project management, collaboration skills, structured strategic thinking, strong analytical ability, and a passion for new ideas.

    What you'll be doing:

    • Lead the charge on analyzing and evaluating the end-to-end B2B digital customer journey, identifying pain points and areas for improvement.
    • Develop and implement strategies/roadmaps to enhance the overall customer experience, focusing on ease of use, personalization, self-service, and efficiency.
    • Handle multiple projects simultaneously while ensuring accuracy and timelines are not compromised.
    • Influence A/B testing roadmaps to optimize conversion performance.
    • Develop deep understanding of the brand, our expertise, customers, and products to present a compelling online shopping experience and maximize revenue and conversion.
    • Collaborate with Marketing, Merchandising, Personalization, Recommendations, Digital UX, Content, Product Management, and Staples Digital Solutions teams to ensure a seamless and integrated digital customer experience.
    • Work closely with the sales team to understand customer needs and translate them into effective digital solutions.
    • Communicate strategy to senior leadership in both verbal and presentation formats.
    • Implement innovative solutions that align with business goals, staying up to speed on trends and new capabilities in the market.
    • Experience partnering with product and technical teams as a SME, communicating requirements when development is required.
    • Utilize analytics and customer feedback to make data-driven decisions that positively impact the digital customer experience.
    • Implement key performance indicators (KPIs) to measure and report on the success of digital customer experience initiatives.
    • Provide training and support to internal teams to ensure customer-centric mindset and adherence to best practices in digital customer experience.

    What you bring to the table:

    • Comfortable in a fast-paced, dynamic environment.
    • Demonstrated proficiency in problem-solving and analytical thinking skillset.
    • Strong bias towards data-driven decision making with the ability to break down complex problems and formulate plans.
    • Understanding of the customer funnel and key levers that drive ecommerce results.
    • Experience building collaborative partnerships and fostering teamwork.
    • Experience leading a team. Invested in growing and enriching associates in their careers.
    • Ability to manage many projects, prioritize and drive multiple threads of work to completion.
    • Proactive communications; comfortable with assessing the need for immediate action.
    • Excellent verbal and written communication skills. Ability to influence at multiple levels.
    • MS Office suite proficiency; excellent Excel and PowerPoint skills.

    What's needed- Basic Qualifications:

    • 8+ years of progressive digital experience, preferably in a direct-to-consumer environment

    What's needed- Preferred Qualifications:

    • Bachelor's Degree

    We Offer:

    • Inclusive culture with associate-led Business Resource Groups
    • Flexible PTO (22 days) and Holiday Schedule
    • Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more
    • Work location: Framingham, MA hybrid requires 3 days onsite per week.
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