Digital Customer Experience & Analytics Manager

Purpose Statement

The Digital Customer Experience & Analytics Manager leads the strategy, delivery, and continuous improvement of digital customer experiences across U.S. and Canadian web and ecommerce properties. This role owns the regional roadmap for UX optimization, ecommerce experience and operations enablement, customer feedback/community management, and measurement strategy to ensure the digital ecosystem supports product discovery, education, and conversion across B2B and consumer brand experiences.

This is a hybrid opportunity based out of Rich’s WHQ in Buffalo, NY with in-person collaboration required Tuesday-Thursday each week and WFH flexibility Monday / Friday.

Key Accountabilities and Outcomes

User Experience & Website Optimization (40%)
•    Own the regional digital experience roadmap for U.S. and Canadian websites, including site enhancements, template improvements, and third‑party integrations that strengthen customer journeys.
•    Lead UX optimization across desktop/mobile, focusing on conversion paths, navigation, forms, content engagement, and key workflows.
•    Manage redesigns, launches, and enhancements from requirements through release—ensuring quality, accessibility, performance, and consistency with brand standards.
•    Ensure compliance with privacy and regulatory requirements (e.g., GDPR/CCPA/PIPEDA/WCAG as applicable to regional properties), partnering with Legal and IT as needed and supporting cookie consent operationalization.

Measurement Strategy & Analytics Leadership (25%)
•    Own the regional measurement strategy across U.S. & Canada digital properties (B2B, B2C, and ecommerce), defining KPI frameworks that align to business outcomes (engagement, conversion, lead generation, content effectiveness, and operational performance).
•    Build and maintain digital scorecards and performance dashboards, establishing consistent definitions, reporting cadences, and actionable insights for stakeholders.
•    Champion analytics upskilling across the marketing and ecommerce domain—codifying best practices for tagging, tracking plans, channel/traffic definitions, and KPI interpretation.
•    Lead experimentation and optimization measurement (A/B testing, pilot measurement design, and post‑launch performance readouts), ensuring learnings translate to roadmap decisions.
•    Partner with Analytics/IT to improve data quality and governance across analytics implementations (GA/GTM, privacy/consent impacts, event schema consistency).

Cross-Functional Delivery, MarTech Governance & Integrations (25%)
•    Lead cross‑functional digital and ecommerce initiatives through strong program and project management—aligning Product, UX, IT, Marketing, Analytics, and external partners to deliver on time and with high quality.
•    Provide MarTech governance support for the regional marketing ecosystem (tools, integrations, tracking architecture, vendor coordination), ensuring solutions are scalable, compliant, and well‑documented.
•    Coordinate requirements and delivery for platform integrations, measurement instrumentation, and operational enhancements—balancing speed with governance and long‑term maintainability.
•    Own and improve ecommerce readiness inputs including product feed quality, merchandising enablement, and customer experience consistency across channels.

Community Management & Digital Feedback Operations (10%):
•    Own and standardize digital customer feedback processes across ecommerce, B2C, and B2B experiences—creating repeatable workflows, SLAs, and governance.
•    Lead community management and moderation workflows (where applicable), ensuring alignment with brand voice, legal guidelines, and CX standards.
•    Establish a closed‑loop insight process to route feedback to the right teams (Product, CX, Marketing, Customer Service), translating feedback trends into measurable experience improvements.

Knowledge, Skills, and Experience

•    Bachelor’s degree in Marketing, Business, Digital, Analytics, or related field.
•    5+ years progressive experience in digital experience management, ecommerce, digital analytics/measurement, or MarTech operations; experience leading cross‑functional initiatives strongly preferred.
•    Strong measurement expertise: KPI framework development, tracking strategy, experimentation, and translating analytics into prioritized actions.
•    Demonstrated ability to manage complex stakeholder environments and influence without direct authority.
•    Working knowledge of CMS platforms, tagging/analytics tools, consent/privacy requirements, and cross‑channel measurement fundamentals & core digital marketing sources (GA4, Marketing automation platforms)
•    Strong project/program management skills with the ability to manage multiple concurrent initiatives in a fast‑paced environment.  (e.g., PMP, Agile, Scrum)
•    Excellent communication skills and comfort presenting performance, insights, and recommendations to business and technical audiences.

TRAVEL REQUIREMENTS: 5-10% as needed 

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