Senior Manager, Digital Experience & Loyalty

Socket.dev; Framingham (MA); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

22 days PTO

Online and Retail Discounts

401(k) match

Wellness programs

Job summary

Staples is seeking an Associate Manager Digital Experience-Loyalty to lead end-to-end mobile app and loyalty initiatives across digital and store touchpoints. You’ll partner with Product, Marketing, Analytics, Loyalty, and Technology to shape roadmaps and translate customer needs into clear requirements.

You will own cross-functional programs, run UAT, monitor performance, conduct tests, and optimize experiences to boost engagement, satisfaction, and retention across the app and loyalty

Qualifications

• Bachelor's degree in digital marketing, business, communications, product management, or related field, or equivalent experience.
• 5+ years in digital experience, eCommerce, mobile app, loyalty, marketing, or product operations with a track record of improving digital platforms.
• Proficiency in analytics and delivery tools (Adobe Analytics, Google Analytics, FullStory, Figma, Jira, Excel, PowerPoint, Microsoft 365).
• Experience analyzing customer behavior, business performance, and voice-of-customer feedback to drive recommendations.
• End-to-end digital project management with Agile methodologies; familiarity with Jira or Monday.com.
• Experience coordinating usability tests and conversion optimization strategies.

Responsibilities

• Lead cross-functional execution of app enhancements from planning through launch readiness and post-launch optimization.
• Influence roadmap-aligned app programs using customer insights, performance data, and cross-functional inputs.
• Develop and refine business requirements, customer experience considerations, processes, and acceptance criteria.
• Lead user acceptance testing, issue triage, launch readiness, and QA to address risks and dependencies.
• Monitor app performance, feedback, reviews, and behavioral data to propose actionable improvements.
• Lead digital loyalty initiatives across app, site, email, and store experiences with cross-channel collaboration.
• Coordinate loyalty promotions, rewards integrations, and member-facing enhancements with Marketing, Loyalty, Product, and Technology.
• Represent app & loyalty needs in roadmap discussions and ensure customer requirements are integrated into initiatives.
• Track loyalty engagement and performance; identify opportunities and recommendations for improved participation and retention.
• Conduct competitive audits of mobile, loyalty, wallet, and omnichannel experiences to inform roadmap discussions.
• Lead cross-functional workstreams across Digital Experience, Product, Technology, QA, Marketing, Loyalty, Analytics, and stores.

Skills

Mobile experience

Digital customer experience

Loyalty programs

Omnichannel

Communication skills

Organization

Education

Bachelor's degree or equivalent

Tools

Adobe Analytics

Google Analytics

FullStory

Figma

Jira

Excel

PowerPoint

Microsoft 365

Tableau/Power BI

Job description

Staples is seeking an Associate Manager Digital Experience-Loyalty to lead end-to-end mobile app and loyalty initiatives across digital and store touchpoints. You’ll partner with Product, Marketing, Analytics, Loyalty, and Technology to shape roadmaps and translate customer needs into clear requirements.

You will own cross-functional programs, run UAT, monitor performance, conduct tests, and optimize experiences to boost engagement, satisfaction, and retention across the app and loyalty