Sr. Manager, Customer Journey & Experience Strategy- Corporate Headquarters, NJ (Secaucus)

Position Summary :

The Sr. Manager, Customer Journey & Experience Strategy, sits at the intersection of UX, Brand Marketing, and Digital Content Strategy. This role is responsible for analyzing, optimizing and evolving the customer journey with strategies that drive both immediate conversion and long-term customer lifetime value (CLV). Acting as the champion and voice of customer experience, this individual will challenge current UX practices, develop editorial standards, and build innovative frameworks that give customers reasons to engage and return beyond price and promotions. The Sr. Manager will report on journey effectiveness, pilot new templates and approaches, and serve as a strategic partner across the organization to ensure a consistent, inspiring, and high-performing digital experience.

Need to be comfortable working in a fast paced environment and able to pivot quickly as we balance developing long term strategies while tracking and reacting to short term opportunities within the business. Having a growth mindset is critical for this role as we transform the eComm team and our processes into a modern, best-in-class digital organization.

Key Accountabilities :

Customer Journey Mapping & Strategy

• Continuously challenge existing UX and merchandising flows to optimize both conversion and long-term engagement.
• Develop and maintain comprehensive customer journey maps and dashboards that highlight friction points, opportunities, and success.

Editorial Standards & Experience Innovation

Data-Driven Insights & Reporting

Customer Lifetime Value & Retention

Cross-Functional Collaboration

A / B Testing & Optimization

Voice of Customer (VoC) Programs

Technology & Innovation

Future Team Development

Education and Experience :

Detail-oriented with a customer-first mindset and a passion for testing, learning, and innovating.