Manager, eCommerce Conversion Rate Optimization (CRO)

Posted 2.3.24
Location
Seattle, WA
Who We Are:
At Brooks, we believe a run can change a day, a life, the world. Everyone who works here is a key part of our obsession to make the best running gear on the planet. We want our business — which also happens to be our passion — to be a place where everyone feels welcome and comfortable being themselves. Our company culture defines us, bonds us together, and drives our success. We live this culture daily through our brand values: Runner First, Word is Bond, Champion Heart, There is no “I” in Run, and Keep Moving. This means we always solve for the runner, do what we say we will, give it our all, are generous with our humanity, and find a way to keep moving every day, because joy is kinetic. 
Are you ready to help create something extraordinary?
Your Job:
This role is perfect for you if you are results-obsessed and always looking for ways to improve user experience. As the Manager, eCommerce Conversion Rate Optimization (CRO) you will manage all aspects of our experimentation program. You will synthesize data, session replays, user research, and other customer feedback touchpoints to inform and prioritize an experimentation roadmap that will move the brooksrunning.com business forward. You’re a great fit for this role if you are highly analytical in nature and love to tell the story behind the data. Each day will be filled with something new as you react to market trends, dive deep into experiment data and ideate new functionality to bring to our website based on analytics and voice of customer program feedback. You will mine key insights from the CRO program that will be shared out creatively on a weekly, monthly, and quarterly basis with partners from our technology, marketing, and strategy teams. You will have a direct and visible impact on our revenue targets, our digital product roadmap, and key marketing initiatives. You’ll be responsible for managing the overall direction of the program, while also partnering with creative, engineering, UX and agency teams on getting experiments into the market. The ideal candidate will evangelize experimentation across the Brooks Running organization to embrace and properly utilize experimentation.
Your Responsibilities:
  • Use session replay, analytics, Voice of Customer (VoC) feedback, and other tools to both inform on new tests and help explain in-progress results.
  • Lead problem-based hypothesis ideation among North America eCommerce, Digital Marketing, and Digital Products groups with the goal of expanding our “Culture of Experimentation” into a company-wide initiative.
  • Develop and maintain an experimentation roadmap based on strategic business priorities
  • Create standardized prioritization process to ensure efficiency among cross-functional teams
  • Work hands-on with external engineering team to bring experiments to life through strong requirements documentation and analytics foundations that sets insights up for success
  • Support engineering teams, on occasion, with front-end code for client-side experiments in the Optimizely interface.
  • Analyze experimentation performance (at an individual and program level) and report on key learnings, ROI, and program KPIs to stakeholders
  • Develop a framework for launching server-side testing at scale for Brooks with Salesforce Commerce Cloud or another partner
  • Drive VoC program to understand points of friction across the digital journey and optimize towards growth.
  • Manage day-to-day relationships with external and internal teams to execute experimentation program – seeing each experiment through from ideation to delivery and implementation.
  • Perform hands-on, end-to-end development and QA of all marketing tests that need to be developed within our testing platforms.
  • Coordinate the delivery of experiment winners into production environments to maximize revenue potential and reduce risk
  • Keep SEO best practices front-of-mind when working through optimizations and enhancements
  • Manage SEO team and agency to drive results in KPI framework and to support overall North America business and channel optimizations.
  • Consult as a key stakeholder on site enhancement work living outside experimentation program to ensure it meets eCommerce best practices and business priorities
  • Manage (including goal setting, performance review, hiring decisions, team culture, etc.) and support the career development of the team to drive DtC growth, ensure job satisfaction and retention
Qualifications:
  • 7 years working in user experience design, data science, experimentation, digital product management, or similar eCommerce roles centered on insights-driven design
  • 3 years management experience
  • Well versed in testing methodologies and hands on knowledge of tools such as Optimizely, Salesforce Commerce Cloud, Contentsquare, etc.
  • Strong analytical proficiency required; Adobe Analytics experience preferred
  • Demonstrated ability to manage multiple priorities under aggressive deadlines with minimal supervision
  • Is a problem solver. Proactively seeks creative solutions to achieve better UX/UI
  • Data oriented. Uses quantitative data, hierarchical understanding, and causal thinking to find answers
  • Proven track record of driving and achieving results through analyzing reports and drawing conclusions/ recommendations
  • Demonstrated ability to communicate effectively with engineering and marketing teams
  • Demonstrated ability to manage multiple priorities under aggressive deadlines with minimal supervision
  • Curious mindset with a bias towards action to move ideas into reality
  • Basic experience coding with HTML, CSS is a plus
  • Extremely proficient in core Microsoft Office products, especially Excel
  • Demonstrated ability to work collaboratively with diverse teams to achieve necessary results
  • Ability to anticipate how a decision made can affect our customers, our partners, our products, or other departments’ operations and/or morale; “connecting the dots”
  • Embraces and lives the Brooks values!
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