eCommerce Experience Manager, Mobile App, Loyalty

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete mobile application and eCommerce loyalty experience strategy.

• Align the capability roadmap with the needs of athletes, loyalty priorities, business objectives, and overarching enterprise digital commerce goals.

• Convert the long-term direction for the app and loyalty into a prioritized portfolio and decision-making framework.

• Develop experience principles, governance routines, escalation paths, and accountability measures.

• Address trade-offs between athlete value, commercial impact, technical feasibility, operational complexity, risk, and delivery capacity.

• Create and continuously update an executive-ready scorecard for the app and loyalty experience.

• Define standards for KPIs, benchmarks, targets, measurement frameworks, and reporting intervals in collaboration with Analytics.

• Establish ongoing insights, measurement, and prioritization cycles.

• Lead performance storytelling for leadership meetings and translate complex signals into actionable recommendations and decisions.

• Reassess the roadmap and investment choices when new evidence emerges.

• Oversee App Store Marketing strategy and execution for both iOS and Android platforms.

• Drive keyword optimization, creative testing, ratings and reviews strategy, and improvements in app store conversion rates.

• Collaborate with Paid Media and Marketing on app installation strategies, measurements, targeting, and optimization efforts.

• Keep track of competitive positioning, app store trends, rankings, customer feedback, and performance of the acquisition funnel.

• Develop business cases and prioritization recommendations for investments in acquisition, onboarding, and app engagement.

• Build cross-functional partnerships, governance structures, escalation paths, decision rights, and prioritization frameworks.

• Represent the capability in planning and leadership discussions, communicating the health of the portfolio, risks, shortcomings, and corrective actions.

• Foster shared accountability and resolve structural conflicts.

• Act as a strategic partner to Loyalty Marketing regarding loyalty benefits, campaigns, personalization, and member experiences.

• Enhance loyalty enrollment, identification, benefit discovery, offer engagement, frequency, spending, and retention rates.

• Collaborate with Product, UX, Analytics, Marketing, and Operations to elevate the quality, consistency, accessibility, and scalability of the loyalty experience.

• Balance athlete trust, growth, conversion, loyalty participation, economic factors, and operational feasibility.

• Mentor and develop a high-performing team if the role evolves to include leadership responsibilities.

⛳️ Requirements

• A Bachelor’s degree or equivalent experience is required.

• 5-7 years of relevant experience.

• A strong strategic mindset with the capability to link customer experience enhancements to business outcomes.

• In-depth understanding of digital commerce, including on-site experiences, conversion optimization, and performance metrics.

• Demonstrated ability to utilize data, analytics, and experimentation to produce measurable outcomes.

• Experience collaborating across cross-functional teams and influencing outcomes without direct authority.

• Familiarity with AI-driven, conversational, or emerging commerce technologies is preferred.

• Exceptional communication and storytelling abilities, with a talent for converting complex data into clear, actionable insights.

• Cameras must be on during all virtual interviews.

• AI tools are prohibited during any stage of the interview process.

• Offers are dependent upon a satisfactory background check, which may include ID verification.

🏝️ Benefits

• Incentive compensation may be included in the total rewards package.

• Equity may also be part of the total rewards package.

• Comprehensive benefits included in the total rewards package.

• Compliance with state-paid leave requirements.

• An extensive suite of benefits offered.

• Virtual interviews available for convenience.

• Interview accommodations are also available.