eCommerce Experience Manager, Mobile App and Loyalty

• Mobile App and Loyalty Strategy: Own the end-to-end strategy for mobile app and eCommerce loyalty experiences, ensuring roadmaps align with customer needs, loyalty objectives, and broader digital commerce goals.
• Roadmap Governance and Prioritization: Translate strategic objectives into a prioritized portfolio of initiatives covering acquisition, onboarding, engagement, retention, loyalty participation, conversion, and revenue contribution. Establish decision-making frameworks that focus resources on the highest-value opportunities.
• Cross-Functional Leadership: Build strong partnerships with Product, Technology, Marketing, Analytics, UX, Merchandising, Store Operations, and eCommerce leadership. Clarify responsibilities, establish governance routines, resolve competing priorities, and support effective execution across teams.
• Performance Measurement and Reporting: Develop and maintain a unified executive-level app and loyalty scorecard covering acquisition, app store performance, engagement, feature adoption, loyalty participation, conversion, retention, and revenue contribution.
• KPI Frameworks and Analytics: Partner with Analytics teams to define performance indicators, benchmarks, targets, measurement methodologies, and reporting cadences that provide consistent visibility into business and customer outcomes.
• Data-Driven Decision-Making: Establish continuous performance review and prioritization routines that connect customer behavior, conversion funnel performance, loyalty engagement, and commercial results. Reassess roadmap priorities and investments as new evidence emerges.
• Executive Communication and Storytelling: Present performance insights, business opportunities, risks, uncertainties, and corrective actions to leadership. Translate complex analytical findings into clear recommendations and actionable decisions.
• App Store Marketing and Acquisition: Lead app store marketing strategies across iOS and Android, including keyword optimization, creative testing, ratings and reviews management, competitive positioning, and app store conversion improvements.
• Paid Media and Growth Optimization: Partner with Paid Media and Marketing teams to align app installation campaigns, targeting, measurement, and performance optimization. Identify opportunities to improve acquisition efficiency and downstream customer value.
• Business Case Development: Build business cases, assess growth opportunities, and recommend investments across acquisition, onboarding, engagement, and loyalty initiatives based on customer impact, financial returns, technical feasibility, operational requirements, and strategic alignment.
• Loyalty Experience Integration: Partner with Loyalty Marketing to integrate loyalty benefits, campaigns, personalization, and member experiences throughout the mobile app and eCommerce journey.
• Customer Experience Optimization: Identify friction points across loyalty enrollment, member identification, benefit discovery, offer engagement, purchasing frequency, spending, and retention. Collaborate with Product, UX, Analytics, Marketing, and Operations to improve usability, consistency, accessibility, and scalability.
• Customer Trust and Commercial Balance: Ensure loyalty experiences deliver clear and relevant benefits while balancing customer value, conversion, participation, profitability, and operational feasibility.
• Organizational Alignment and Team Development: Promote shared accountability across business and technical teams, address recurring execution challenges, and, as the role evolves to include people leadership, provide coaching, clarify ownership, and develop a high-performing, customer-centered team.

Requirements

• Education: Bachelor's degree or equivalent relevant professional experience.
• Professional Experience: 5–7 years of relevant experience in eCommerce, digital product management, customer experience, loyalty programs, digital marketing, or a related discipline.
• Digital Commerce Expertise: Strong understanding of digital commerce, including online customer journeys, on-site experience optimization, conversion rate improvement, and eCommerce performance metrics.
• Strategic Thinking: Demonstrated ability to connect customer experience improvements with measurable business outcomes, including engagement, retention, conversion, loyalty participation, and revenue growth.
• Data Analytics and Experimentation: Proven experience using analytics, customer insights, performance measurement, and experimentation to identify opportunities, validate hypotheses, and drive measurable results.
• Mobile App and Loyalty Knowledge: Familiarity with mobile app growth, acquisition strategies, loyalty program mechanics, customer engagement, personalization, and retention optimization is highly desirable.
• App Store Marketing: Understanding of app store optimization across iOS and Android, including keyword strategies, creative testing, ratings, reviews, and conversion performance, is an advantage.
• Cross-Functional Collaboration: Experience working across multidisciplinary teams and influencing stakeholders without direct reporting authority. Ability to align diverse perspectives and build consensus around shared priorities.
• Business and Financial Acumen: Ability to develop business cases, evaluate investment opportunities, assess trade-offs, and balance customer value with commercial performance and operational constraints.
• Performance Reporting and Communication: Excellent communication and storytelling skills, including the ability to translate complex data into concise, compelling, and actionable recommendations for leadership and business stakeholders.
• Governance and Prioritization: Ability to establish clear performance standards, decision-making frameworks, accountability mechanisms, and structured planning processes.
• Emerging Technology Awareness: Familiarity with AI-driven commerce, conversational technologies, personalization tools, or other emerging digital capabilities is preferred.
• Adaptability and Problem-Solving: Strong analytical judgment, organizational skills, and the ability to navigate changing priorities, resolve complex challenges, and make evidence-based decisions in a fast-paced environment.
• Leadership Potential: Ability to promote accountability, encourage collaboration, support team development, and foster a customer-first mindset.
• Remote Work Readiness: Ability to work independently, communicate effectively across distributed teams, and manage competing priorities in a remote working environment.
• Interview and Assessment Requirements: Candidates must participate in virtual interviews with cameras enabled. The use of AI tools during interviews or assessments is prohibited. Employment offers are contingent upon a satisfactory background check, which may include identity verification.

Benefits

• Competitive Compensation: Targeted annual salary range of $83,000–$138,200, depending on experience, location, internal pay equity, and other relevant business considerations.
• Incentive Opportunities: Potential eligibility for additional incentive compensation based on the applicable total rewards package.
• Equity Compensation: Potential equity-related compensation, depending on the role's applicable compensation package.
• Comprehensive Benefits: Access to a range of employee benefits designed to support health, financial security, and overall well-being.
• Paid Leave: Paid leave benefits in accordance with applicable state requirements.
• Remote Work Flexibility: Remote working arrangement within the United States.
• Career Development: Opportunity to deepen expertise in digital commerce strategy, mobile app growth, customer loyalty, analytics, and experience optimization.
• Cross-Functional Exposure: Collaboration with product, technology, marketing, analytics, and business leadership teams.
• Strategic Business Impact: Opportunity to influence digital customer experiences, shape loyalty strategy, and contribute directly to customer engagement and commercial growth.
• Innovative Environment: Exposure to evolving digital commerce practices, experimentation, personalization, and emerging AI-driven technologies.