eCommerce Experience Manager

WCL Group; Plano (TX); On-site; USD 74,000 - 106,000; Full time

Job summary

WCL Group in Plano, TX is seeking an experienced digital/commerce program manager to lead cross‑LOB initiatives across the client’s website and shop app. You will drive end‑to‑end customer journeys, optimize discovery and conversion, and coordinate with Product, Design, and Engineering teams in a fast‑paced, matrixed environment.

The role emphasizes analytics, campaign coordination, and performance optimization to improve AOV and attach while aligning with global campaigns and regional needs.

Qualifications

• Bachelor’s degree in a relevant field.
• 7+ years of experience in eCommerce, digital merchandising or related fields.
• Strong understanding of ecommerce customer journeys and growth levers.

Responsibilities

• Manage a portfolio of cross‑LOB initiatives across the client’s website and shop app.
• Analyze the end‑to‑end customer journey to identify opportunities to improve discovery and conversion.
• Develop cross‑category merchandising, cross‑sell, upsell, bundle recommendations.
• Coordinate cross‑LOB features with Product, Design, Engineering, and Global teams.
• Lead and coordinate Global campaigns across categories and drive periods.
• Analyze performance using analytics tools and translate insights into prioritized actions.

Skills

Stakeholder management

Process improvement

Product roadmapping

Education

Bachelor’s degree

Tools

Adobe Analytics

Google Analytics

Tableau

Job description

CLIENT HIGHLIGHT

The client you will be working for is a Top 20 Fortune Global 500 Consumer Electronics and Technology Company. This opportunity will give you experience in the technology sector in the United States with a company that is a globally recognized leader in smartphones, televisions, home appliances, and semiconductor innovation — and one of the most well‑known brands in the world.

LOCATION

Plano, TX, USA.

COMPENSATION

$65.50/hour

SCHEDULE

Working Model: Fully onsite.

CONTRACT TERM

6-month contract with a very high likelihood of extension/conversion to full‑time.

POSITION OVERVIEW

This role manages a portfolio of cross‑line‑of‑business (X-LOB) initiatives and customer experiences across the client’s eCommerce website and shop app. The role analyzes the end‑to‑end customer journey to improve discovery, conversion, engagement, AOV, and attach; manages cross‑LOB features and capabilities with Product, Design, Engineering, and Global teams; coordinates Global campaigns and key drive periods; and uses digital analytics to drive prioritized recommendations. It requires strong project and program management skills in a fast‑paced, matrixed environment.

RESPONSIBILITIES

X-LOB Category Portfolio Management

• Manage a portfolio of cross‑LOB initiatives and experiences across the client’s website and shop app.
• Maintain comprehensive working knowledge of the website and shop app experiences, capabilities, promotions, and customer journeys across LOBs.
• Proactively identify cross‑site dependencies, inconsistencies, risks, customer friction, and growth opportunities.
• Partner with category teams to ensure merchandising and customer experiences remain cohesive across the broader client ecosystem.
• Support prioritization of cross‑LOB initiatives based on customer impact, business value, performance, and execution feasibility.

Customer Experience & Growth

• Analyze the end‑to‑end customer journey to identify opportunities to improve discovery, consideration, conversion, engagement, AOV, and attach.
• Develop cross‑category merchandising, cross‑sell, upsell, bundle, and ecosystem recommendations.
• Identify experience gaps and develop actionable recommendations in partnership with Product and Design.
• Develop hypotheses and support experimentation and optimization based on customer behavior and performance.
• Ensure growth recommendations consider the full customer journey rather than individual pages or LOBs in isolation.

Cross-LOB Feature & Capability Management

• Own or manage business requirements and customer experience needs for capabilities that span multiple LOBs.
• Partner with Product, Design, Engineering, and Global teams through definition, development, testing, launch, and optimization.
• Coordinate stakeholder requirements and ensure solutions address customer and business needs.
• Establish success measures and monitor feature adoption, customer behavior, and commercial performance.
• Recommend ongoing enhancements based on performance and customer insights.

Global Campaign & Initiative Management

• Lead and coordinate Global campaigns, capabilities, and key drive periods across assigned categories.
• Translate Global direction into locally relevant website and shop app experiences.
• Identify US‑specific requirements, dependencies, and risks and coordinate resolution with appropriate teams.
• Ensure campaigns and initiatives are integrated consistently across customer touchpoints.

Analytics & Performance Optimization

• Independently analyze customer journey, site, campaign, and feature performance using Adobe Analytics, Tableau, and other available data sources.
• Build and interpret performance views, conduct funnel and customer journey analysis, and identify root causes of performance changes.
• Identify trends, performance gaps, customer friction, and growth opportunities, and translate findings into prioritized recommendations.
• Monitor revenue, conversion, engagement, AOV, attach, and relevant category health metrics.
• Develop measurement plans and assess post‑launch performance to determine whether initiatives delivered intended outcomes.
• Partner with Analytics teams on deeper analysis while maintaining direct ownership of day‑to‑day performance insights and recommendations.

Project & Program Management

• Lead cross‑functional initiatives from definition through execution, including requirements, project plans, milestones, dependencies, risks, stakeholder alignment, readiness, launch, and measurement.
• Maintain clear ownership and accountability across workstreams.
• Proactively identify risks and elevate decisions or dependencies that may impact customer experience, business outcomes, or timelines.
• Drive post‑launch reviews and ensure learnings are incorporated into future initiatives.

Competitive & Industry Intelligence

• Monitor competitors and leading digital commerce experiences to identify emerging customer expectations, capabilities, and best practices.
• Benchmark relevant customer journeys, merchandising approaches, and digital capabilities.
• Translate relevant findings into actionable experience, feature, and growth recommendations.

REQUIRED QUALIFICATIONS/SKILLS

• Bachelor’s degree required.
• 7+ years of experience in eCommerce, digital merchandising, digital product, customer experience, product operations, or related fields.
• Strong understanding of eCommerce customer journeys, merchandising, campaigns, and digital growth levers.
• Demonstrated project/program management experience leading complex cross‑functional initiatives from requirements through launch and measurement.
• Demonstrated ability to independently navigate digital analytics tools, build and interpret performance views, conduct funnel and customer journey analysis, identify root causes, and translate findings into prioritized business actions.
• Experience with Adobe Analytics, Google Analytics, Tableau, or similar tools.
• Working knowledge of digital commerce KPIs, including traffic, CTR, engagement, funnel progression, conversion, AOV, attach, and revenue.
• Strong customer and commercial judgment with the ability to connect experience opportunities to measurable business outcomes.
• Strong cross‑functional communication, organization, problem‑solving, and stakeholder‑management skills.
• Ability to manage multiple concurrent priorities and operate effectively in a fast‑paced, matrixed environment.

TOP SKILLS

• Stakeholder Management
• Process Improvement
• Product Roadmapping