Summary
The E-Commerce Experience Manager is responsible for optimizing the overall digital shopping experience, driving engagement, and ensuring a seamless customer journey across all digital touchpoints of an online store. This role requires a blend of analytical, technical, creative, and leadership abilities to collaborate with cross-functional teams, enhance platform usability, and maximize conversion rates while maintaining brand integrity.
Responsibilities
Own and optimize the end-to-end user experience across all e-commerce channels (web, mobile, app).
Analyze user behavior, define key journey improvements, and implement data-driven UX/UI enhancements.
Lead and coordinate site merchandising, navigation, content strategy, and search optimization.
Develop and execute A/B testing plans to continually refine site experience and conversion funnels.
Work with IT, digital marketing, customer support, and design teams to ensure cohesive delivery of the brand promise online.
Review and interpret analytics to provide actionable insights on customer experience, site performance, cart abandonment, and customer feedback.
Champion accessibility and mobile responsiveness compliance.
Oversee third-party integrations (reviews, chat, personalization, etc.) and troubleshoot UX/UI issues.
Monitor industry trends and competitor best practices in the e-commerce space.
Prepare and present regular reports on KPIs, conversion metrics, and performance optimization initiatives to stakeholders.
Qualifications and Requirements
Bachelor’s degree in Business, Marketing, IT, or a related field (Master’s preferred).
3+ years of experience in e-commerce UX, site merchandising, or digital experience management.
Demonstrable experience in digital analytics, conversion rate optimization (CRO), A/B testing, and customer journey mapping.
Solid understanding of e-commerce platforms (Shopify, Magento, Salesforce Commerce Cloud, etc.) and web analytics tools (Google Analytics, Adobe Analytics).
Familiarity with HTML/CSS, CMS operations, and tagging tools (Google Tag Manager).
Strong project management and cross-functional collaboration skills.
Excellent oral and written communication abilities.
Proficient in usability best practices, responsive design principles, and accessibility compliance (WCAG, ADA).