Ecommerce CRO Lead: Optimize Customer Journeys

Brooks Sports Inc; Seattle (WA); Hybrid; USD 110,571 - 165,857; Full time

Benefits offered by this job

Product discounts

Employee recognition

Fitness discounts

Volunteer and donation benefits

Job summary

Brooks Sports Inc in Seattle is seeking an eCommerce CRO Manager who will own the strategy and execution of VoC and testing programs to improve conversion, retention, and satisfaction across the digital funnel from landing to loyalty. You will lead cross-functional collaboration with UX, analytics, and marketing to drive meaningful improvements in the digital experience.

You will collaborate with UX, engineering, analytics, and marketing teams to drive meaningful improvements in our digital

Qualifications

• Bachelor's degree in Business, Marketing, or related field; equivalent combination of education and years of experience can be considered in lieu of degree(s)
• 7+ years of experience in digital experience, experimentation, UX research, or eCommerce strategy roles
• Strong analytical skills and experience with tools like Optimizely, Contentsquare, Adobe Analytics, and Salesforce Commerce Cloud
• Deep understanding of customer journey mapping, segmentation, and VoC methodologies
• Ability to translate data into actionable insights and communicate effectively across technical and non-technical teams
• Experience managing multiple priorities under tight deadlines with minimal supervision
• Basic HTML/CSS knowledge is a plus
• Passion for customer-centric design and continuous improvement
• Demonstrated ability to connect the dots across teams, systems, and customer touchpoints
• Embraces and lives the Brooks values!

Responsibilities

• Lead the development of a holistic customer journey optimization strategy that aligns with Brooks' eCommerce goals and values
• Own and evolve the Voice of Customer (VoC) program, synthesizing feedback from surveys, session replays, support interactions, and reviews
• Develop and manage a strategic experimentation roadmap focused on UX, content, and funnel optimization
• Partner with analytics to identify drop-off points and opportunities across the funnel, from product discovery to checkout and post-purchase
• Collaborate with UX, engineering, and creative teams to implement and scale winning experiments and enhancements
• Deliver insights and recommendations through compelling storytelling and reporting to stakeholders across the organization
• Act as a key stakeholder in broader site enhancements, ensuring alignment with customer needs and business priorities
• Support the career development of team members and foster a culture of curiosity, collaboration, and continuous improvement

Skills

Digital experience

Experimentation

UX research

eCommerce strategy

Analytics tools

Education

Bachelor's degree in Business, Marketing, or related field

Tools

Optimizely

Contentsquare

Adobe Analytics

Salesforce Commerce Cloud

Job description

Brooks Sports Inc in Seattle is seeking an eCommerce CRO Manager who will own the strategy and execution of VoC and testing programs to improve conversion, retention, and satisfaction across the digital funnel from landing to loyalty. You will lead cross-functional collaboration with UX, analytics, and marketing to drive meaningful improvements in the digital experience.

You will collaborate with UX, engineering, analytics, and marketing teams to drive meaningful improvements in our digital