eCommerce Conversion Rate Optimization (CRO) Manager

Brooks Running • Seattle, WA

3d • Hybrid

About The Position

This role is for an eCommerce Conversion Rate Optimization (CRO) Manager who is passionate about understanding the customer and optimizing their experience across the entire digital journey. The manager will lead efforts to improve conversion, retention, and satisfaction by combining customer insights, behavioral data, and experimentation. They will own the strategy and execution of VoC and testing programs, identifying friction points and validating solutions across the funnel. This role requires someone highly analytical, customer-obsessed, and thrives in cross-functional environments, collaborating with UX, engineering, analytics, and marketing teams to drive meaningful improvements in the digital experience and shape the digital roadmap and broader eCommerce strategies.

Requirements

• 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.

Benefits

• medical, dental, vision, life and AD&D insurance, disability insurance, HSA and employer contribution, FSA, family & fertility assistance, 401K Savings Plan and match, employee assistance program, and transportation assistance.
• generous time off including five weeks of paid time off, eleven paid holidays, paid sick and parental leave.
• annual bonus based on company performance.
• product discounts, employee recognition, fitness discounts, volunteer and donation benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree