Date Posted: 11/15/2017

Sr. Manager, Customer Experience


  • Pacific Sunwear
  • United States
  • California
  • Anaheim
  • 5 year(s)
  • Full-Time
  • Not Available
Job Description

Sr. Manager of eCommerce User Customer Experience will be working daily to drive online solutions to improve conversion through the customer journey. The Sr. Manager will need to work closely with digital marketing, IT, and other functional areas to ensure all key strategies are executed correctly. This position will manage day to day site operations, as well as management of key vendors, AB testing, and other key projects. The ideal candidate with have proven ability to lead and grow a team as well as have proven problem solving skills; be able to work independently, coupled with a team based projects.

• Ability to Optimize and improve on-site experience to drive funnel efficiencies. Set category strategy, including attribution/filters, product placement, key brands and assortment focus
• Establish business KPIs and goals for revenue, optimization and assortment for each category under management
• Achieve Key Merchandising Metrics: Sales, ATC, and Order Conversion across all devices
• Provide ongoing analysis and reporting of sales and margin drivers, identifying root causes and opportunities to drive incremental growth
• Present Business Strategies to the Senior Executive Team and Merchant partners to recommend new merchandising options and gain alignment
• Demonstrate strong sense of the competitive retail landscape with an innovative mindset
• Responsible for the creation and measurement of AB and Multivariate tests to drive incremental conversion as well as elevate the look & feel of site
• Ownership of entire AB test process of testing, from hypothesis to results, effectively meeting the business objectives
• Collaborates with IT on new product roll-out plans and site enhancements
• Oversees the eCommerce road-map project consideration/prioritization & vendor evaluation
• Manage & develop a user experience team

Job Requirements

• Bachelor’s Degree, preferably in Marketing and/or Business
• 5+ years experience in eCommerce site operations and/or digital marketing
• 5+ years within ecommerce; Apparel and Omni channel experience a plus
• Extraordinary collaboration skills; experience managing site user experience in a highly-matrixed, multi-channel retailer a strong plus
• Extensive experience in digital platforms including Site optimization software, Demandware, Web Analytics such as Adobe Analytics and Google Analytics; Experience with ESP such as Exact Target or Salesforce a Plu
• Excellent interpersonal skills and the ability to build effective internal and external relationships, and influence change
• Excellent written and verbal communication skills
• Strong business, data analysis and interpretation skills
• Strong Microsoft Office skills, especially Excel, PowerPoint, and Word
• Self-starter and able to solve medium to complex problems.

Perks

We work hard & play hard at our gym/basketball/sand volleyball court/skate park! We indulge in froyo, massages, & our employee discount. Pac has a casual environment and we even bring dogs to work!

Date Posted: 11/15/2017

Sr. Manager, Customer Experience


  • Pacific Sunwear
  • United States
  • California
  • Anaheim
  • 5 year(s)
  • Full-Time
  • Not Available